Consumer complaint received 2025-09-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC

Complaint narrative:
In XX/XX/year>, the NC Department of Revenue placed a hold on my checking and savings accounts to obtain back taxes owed. Money was placed on hold from Capital One Checking, and Savings on hold as well. XXXX and XXXX, and money is still on hold from both accounts. Called Capital One and asked if the Check was sent to DOR. I was advised yes that the check was sent to them. I called DOR and was told they had not received anything yet, but to give it 30 days. I called Capital One back in May and was told the check was sent for sure that they were waiting on DOR to receive this. I called DOR in XXXX, asking how long I should expect it to take for them to send a release to my bank for my accounts. I was advised that they did not see a payment made and that there was no communication from Capital One about this. I called and spoke with Capital One, who advised me that a check was sent to them, and it can take up to XXXX XXXX for the DOR to send a release. XXXX comes, and I call Capital One again and am told this time that the fax that the XXXX sent was incorrect, and they have not released the funds to them due to the fax saying Capital One INC. I called and spoke with several at the DOR until I got to XXXX XXXX, who stated that she could send another form, or I could pay her directly, and she could send a release to Capital One for my accounts ( both savings and checking ). I agreed and paid it on XX/XX/year>. A fax was sent from the DOR to XXXX fax numbers, including XXXX, along with XXXX, on XX/XX/year>, at XXXX in the morning. After hearing this, I called Capital One. I was told it would take XXXX business days to release my account. I called back on XX/XX/year>, and was told that the fax went to the wrong department and that it was resent to the correct department on the XXXX and it would take XXXX business days from the XXXX. The XXXX business days ended on XX/XX/XXXX. I called Capital One again and was told to have them investigate this matter. XXXX called me back at the end of the day and told me that the form was faxed with Capital One ING on the fax. It needed to just have Capital One. I immediately called the DOR on XX/XX/XXXX and asked for the correct fax and the fax to go to the following phone number of XXXX. I called today to DOR today and asked if the fax was sent and if so, what time. I was told it was faxed at XXXX to Capital One with Just Capital One. It actually was faxed twice. I called Capital One today and asked for the escalation team. I was given a supervisor who told me that the other times fax was not added to my account due to incorrect information. I was also told that there was no way she could notify the " XXXX '' team, for they do not have phones or any way other than email, and after the fax has been uploaded. I was told to wait XXXX business days for which would be Friday, but technically it would be Thursday, XX/XX/year>, at XXXX. I was told that it should post to my account by then, and there was nothing this person on the escalation team could do. 
I have been doing this with money locked into my account that I can not access for bills. I have credit card payments that are late due to this. I do not know what else to do to get my money from savings and checking. It isn't a lot, but it's close to XXXX, which I want to pay bills. Please help me.

Company response to consumer: Closed with explanation