Consumer complaint received 2024-02-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL

Complaint narrative:
XXXX XXXX XXXX Wed, XX/XX/XXXX, XXXX ( 2 days ago ) to me i contacted my bank XX/XX/XXXX to submit a dispute for services that i did not receive but paid for. i purchased credit assistance options XX/XX/XXXX and did not receive what it was that i paid for. to this day i still have not heard back from this person. i was given a timeframe of when this would be completed soon after paying i stopped hearing from this person let them know i would file a dispute if not and gave till the date i was to receive what i was paying for. the transaction was for {$1100.00} sent via XXXX initiated off of my debit card. the money was not placed into XXXX it was taken directly from my card and sent to that persons acct. i tried contcting XXXX  first through the steps they have on their app gave the timeframe i was given which was 5 business days i never rcvd an email regarding the dispute and decided to go directly to my bank. i called and spoke to regular representative over the phone provided the details for the case and after that call on XX/XX/XXXX i also sent them emails to support the claim to get my money back that day after filing the dispute. on the phone the representative told me it would tk 90 days for an answer and if its not resolved within 10 business days that i would be credited the money back to my account. i called again on XX/XX/XXXX briefly to check the status of the dispute there was no answer yet they were still waiting on the merchant. i reached out to XXXX  again through their app to see what they were doing about the claim they would not respond any other way kept telling me to contct my bank since they initiated the dispute i told them i did they were waiting on a response from XXXX  i asked on their timeframe of responding and they said 5-10 busi days. i reached out on XX/XX/XXXX to capital one to chck when the money was coming back gave a little extra time due to the holiday spoke to a representative at first who told me it was a different type of claim i would not get the money back until the dispute was finalized which was news to me i then asked to speak to a supervisor she told me the same thing and then told me that representative i spoke to on XX/XX/XXXX never told me that based off of notes put in after listening to the call she apologized for the representative reading me the wrong script and giving me incorrect information regarding the claim. i asked her how long would it take then because i was told the 90 days she sttd it could take a few months i asked for this to be communicated through email she sttd that she would and did not i followed up on XX/XX/XXXX only speaking with supervisors going forward to see if XXXX had responded they sttd no they were still waiting i asked how does that work if they never respond or if they're not responding what were their next steps would not give me any information and that i basically needed to wait i called again then on XX/XX/XXXX to see if their was an update because at that point i reached out to XXXX  and they stated they were waiting on my banks next step but would not give me any information basically back and forth that XXXX never reached out to them and they still have not heard from XXXX at all since the dispute was opened i couldnt stay on the phone so i followed up again on XX/XX/XXXX spoke to a representative first to check the notes that representative again told me that they had not heard from XXXX i asked to speak to a supervisor and was transferred to a male i asked him how long am i to wait for this he kept saying it could take a few month i asked again how long are they going to give XXXX to respond its been a month he stated they made contact with XXXX on XX/XX/XXXX i believe i cant remember the exact date he gave me but it was a XXXX date they heard from XXXX  and he stated that XXXX  would honor the chargeback and giving me the money back and i just had to wait and it would be no later than XXXX because he gave me a timeframe of 120 days on the dispute. XX/XX/XXXX i received an email from capital one that my dispute was denied " Our review of internal systems and information provided by the merchant shows the transaction is valid '' was the message they gave me i called them within a few minutes of that email i called capital one and spoke to a supervisor confused because i just spoke to a supervisor on XX/XX/XXXX that told me i was getting the money back and they were doing the chargeback and even the information provided from the dispute decision did not make sense. what information was provided from the merchant because theres no way outside of altered messages from what i provided to them on XX/XX/XXXX would indicate something different. she stated she didnt know what took place but that was the decision i stated it needed to be reopened for one because i paid for services that i never received and as a banking institution from previous disputes its never been an issue getting my money back when i paid for something i never received. i had a previous issue w a dispute with capital one and i mentioned i would file a complaint with the fdic and within a few hours that money was placed back into my account. i mentioned that on the call XX/XX/XXXX she stated she would reopen the claim and it would take XXXX business days to get an updated answer. i stated they needed to review what was provided to them on XX/XX/XXXX and send me what it is that is being provided by the merchant regardless because im the one missing {$1100.00} in this economy im trying to get my finances and credit together to provided a better life to my daughter and myself its not safe to keep money on you and we're supposed to trust banks with our money i should never ever have to fight to get my money back that i work for.i asked her for an email containing the information provided for the claim and the phone calls surrounding these claims she stated that would take 3-5 business days. XX/XX/XXXX i went into my account and it was giving me an error that my funds in my two checking accounts and savings account were unavailable for withdrawal or use and to contct my bank at first i was thinking maybe it was an error but i tried to use my card and it didnt work so i called them i get on the phone with a representative extremely rude after verifying which i really dont care about but the second he saw the account was closed its like he couldve cared less about actually assisting me he kept saying the accounts were closed and we dont need to disclose that information regardless if its true or not the headache ive had from this bank in the last 2 months i dont trust my money with them regardless i then asked for a supervisor and was on hold for 10 minutes he didnt check back at all i didnt know what was taken place i get on the call with the supervisor and then she disclosed the same information that it was a bank decision to end the relationship but would not give me a reason but the timing of it all was weird regardless 2 days after my claim is denied and i demand the money back and the claim to be reopened my accounts get closed on the XXXX of the money rent is due thankfully i had cash but all of this because of this bank. she stated that she didnt need to give me a reason i can review the terms and conditions on the website i advised her i was still pursuing the claim regardless of the account being closed and what was the status of that claim she stated it was denied XX/XX/XXXX and it was not reopened even though i spoke to a supervisor on XX/XX/XXXX and she said she would be reopening the ticket. she stated that the transaction was " approved '' for services which ive never denied the services were not provided so the money needed to be given back to me. i asked for that information again to be sent to me via email ( never received ) she transferred the money in one of my accounts to another to issue the check while i received an email after the phone call that i requested for my bank account to be closed and then another email that they decided to close my accounts that check was mailed out XX/XX/XXXX and did not receive it till XX/XX/XXXX before that i had XXXX different letters dated XX/XX/XXXX that i received on XX/XX/XXXX and the other XXXX on XX/XX/XXXX i received the check for the account closure for {$730.00} a seperate check of {$100.00} was sent on XX/XX/XXXX i went to go cash this check the day i received it and it was not allowing me to do so the lady gave me a number to contact to see why the check was not working i went through the site because i couldnt get through on the phone at that time of night through certegy it gave me an overall but not exact reason " did not meet the acceptance guidelines may vary by chck cashing location and transaction. may include or combination of chck #, dollar amount, chck cashing history or other transaction details. recommendation is final we'll evalute future checks at the time they're presented or to cash the check at the institutions location '' i contacted the bank that same night spoke to a different department other than customer service and was told they didnt have a reason why the check would not cash but they could issue out a new one i asked what would they do if it doesnt work there are no capital one branches in my state she didnt have an answer she gave an alternative of linking a different bank account through routing and acct and to have the funds deposited in that account. gave her the information she told me to call back when i see the deposits from capital one in the account and to call back to get the info verf and funds deposited. i saw the transaction on XX/XX/XXXX called the bank spoke to a supervisor she verified the account information stated she opened a ticket that would take 1 business day and to call bk on the XXXX i called back today spoke to a representative first who verified my name placed me on hold for 10 minutes and never came back to the line i hungup called back got a different representative explained the situation to him and asked to speak to a supervisor he connected me to her she pulled the account and the status of the ticket the supervisor from the previous day opened and said that they will not be issuing my money to the account i gave them and they would issue another check. absolutely no answer as to why the first one did not work and kept giving me the run around as to why they would not use the account i gave them she apologized stated from the notes she can tell its been a miserable experience with this bank but absolutely nothing is certain or guaranteed or giving me piece about my money. i contacted them today where the supervisor said on XX/XX/XXXX an expedited check should be issued and again there was no update. theres {$1900.00} tied up with this bank and im struggling to get consistent information with them. i have the email communications phone call logs and letters received. i also received a denial letter in the mail dated XX/XX/XXXX for the claim filed on XX/XX/XXXX that stated " as requested here are the attached docs used to make our decision about your dispute. '' it is a screen shot from XXXX of the transaction and that is all. i provided them information between me and the merchant and that person explaining what the transaction was for and never receiving a response or the services. the source listed on this transaction is capital one i have all of this information to provide. i filed a complaint with the fdic originally about 20 minutes ago they sent me an email that this would be dealt with here im not sure if they forwaded this information or not as well as the documents i uploaded to them

Company response to consumer: Closed with explanation