Consumer complaint received 2024-07-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD

Complaint narrative:
Capital One Bank *Opened two personal checking accounts after issues at XXXX XXXX  but also kept the two personal checking accounts at XXXX XXXX  open as I attempted to get assistance with the issues that I am experiencing. 

After the concerns and issues experienced at XXXX XXXX, I withdrew the bulk of the remaining money in my XXXX XXXX  accounts and opened two personal checking accounts at Capital One Bank. 

On the day that I went into the Capital One Bank local branch, I deposited a cashiers check of approximately {$44000.00} or so. Before leaving the bank, I examined the deposit receipt and realized that the deposit receipt that I was given by the teller only had {$12000.00} reflected as the deposited amount. Before leaving the bank, I went back up to the teller who had assisted me to inquire as to where the remaining funds were that I deposited. He seemed surprised at my question. He looked at the teller next to him and made a comment which gave the impression that the teller next to him had misadvised him and/or had encouraged him to attempt to be deceptive and steal money from me. The teller who helped me stated that the issue could not be corrected because the manager who needed to do so was not on site. I demanded that the teller who helped me get the offsite manager on her cell phone while I was at the tellers window. I indicated that if I had walked out of that door and not looked at the deposit receipt before leaving, it would have been my word against his ( the teller who helped me ). The manager that the teller called seemed to question the actions of the teller who helped me and walked the teller through the process to correct the issue. The action by the teller seemed deliberate with the intention to take money from me with the assistance of the teller next to him. I asked for and still have the deposit slip that reflects the wrong amount of the deposit as well as the deposit with the corrected amount. 

Subsequently, I called and spoke with Capital One Bank Customer Service Representatives and Supervisors when I was continuously being flagged and denied access to my money. I I had to make numerous calls and demand access to my money. indicated that they needed to check and use the same security measures to catch internal employees like the one ( s ) who attempted to steal money from my deposit. I indicated that I could point out the two tellers involved. 

It is worth noting that on another visit to that same local branch, the two tellers involved in the previous issue were still employed, present that day, and recognized me. What concerned me is that the two seemed to be working the floor and assisting bank customers from behind the teller window. What caught my attention is that the teller who facilitated that previous deposit issue immediately left the floor stand and went to the area for employees. The teller who had assisted or guided him with stealing my money was behind the teller window at first, and then, took a laptop from where he was and also left from behind the teller window, stayed in the back for a while and then took the place of that first teller on the floor. That second teller also recognized me and seemed nervous. 

That same day of my visit to that branch to pay my credit card, I received a notification from Capital One that a charge had been made to my account for an amount that was not authorized. This happened on at least two separate occasions. Furthermore, there were unauthorized XXXX XXXX charges made to my card. Within about 4 6 hours or so after my visit to that branch, my credit card was no longer usable. When I called, the fraud department and customer service representatives indicated that they had closed my credit card down and had requested and issued me a new credit card. As a result, I did not have access to my credit card for a few days. It took a while for me to receive the new credit card. 

The issue of access to my money still happens to date. I have questioned the balance of my accounts on several occasions but have always been told that the balance reflected is correct although I believe that transactions are deducted more than once. Also, I have observed where the balance on my credit card with Capital One has on at least one occasion been the exact amount as the balance in the smaller checking account. I contacted the credit card customer service phone representative several times to inquire about concerns about the accuracy of my credit card balance. On one such occasion, I overpaid the balance intentionally by over {$500.00}. Interestingly, my credit card balance did not reflect the overage nor the payment of the balance. The amount that I paid to cover the balance did not reflect such and did not reflect pending transactions to explain the discrepancies. 

Most recently, my credit card balance was at {$1300.00} or so with no pending transactions. Subsequently, I had a deposit placed in one of my checking accounts. My retirement organization indicated that the money had been released to Capitol One. The money, however, was not released to me immediately as it had been previously. I went to a branch and inquired but I was told that they could not explain why the deposit from the same retirement organization was being held this time rather than the first time. 

In XX/XX/year>, I attempted to XXXX money from one of my Capitol One Bank checking accounts to my XXXX  XXXX XXXX checking account as I did often. I have been prohibited from doing so and received a pop-up message that indicated that I had reached my {$10000.00} limit of monthly transfers. I called to inquire about this because I had not seen such a message previously. I called and spoke with a supervisor yesterday about not having access to my money which happened and still happens regularly. During that call, I asked about the ( 1 ) parameters regarding the monthly timeframe in essence, when did the month start and end for the {$10000.00} limit and the supervisor could not answer that question ; ( 2 ) I asked if this was a new policy and she stated no ; ( 3 ) I asked where I could find information and had to look on the website to know if the information was available to customers and she indicated that it was in their terms and conditions on the website; and, ( 4 ) I asked did the terms and conditions specify or delineate when the monthly timeframe began and ended and she said that it did not. She indicated that I could not access my money via XXXX and could not tell me when I would be able to XXXX money from the accounts again. 

In addition, I also noticed that transactions would be declined but it seemed that the money taken from my account even though the money was actually there to cover that transaction. 

Most recently, cash rewards were available and redeemed on my Capital One credit card. There was an option to apply the rewards to the balance. I got a confirmation of success that it was applied. Subsequently, I checked and the {$25.00} cash reward was applied and then deducted. I did not see where the money ever reappeared in any of my Capital One accounts. Then, the amount for my minimum credit card increased from {$25.00} to {$160.00}. I attempted to apply the credit card rewards redeemed. The rewards were shown as redeemed but I did not see where the money actually applied to my account. Subsequently, I attempted to call Capital One several times to inquire about the cash rewards and satisfy the balance due but was always transferred to call centers out of the country and/or representatives that may not have been Capital One employees. When I asked for information to confirm that they were employees, I was not given the information that made me feel comfortable continuing with the conversation particularly when I was asked for my full SS # and/or full credit card number AFTER I had already been verified by text, Capital One mobile device, etc. I have never been able to reach a phone representative that made me feel that my money with Capital One was safe and accurately reflected charges, payments, available credit, etc. I have since been reported to a debt collection agency for the late payment which is not due until XX/XX/XXXX, however. 

Locations Involved : 1. Capitol One Bank Customer Service and Fraud Phone Representatives and Supervisors ( domestic and international ) and Local Branch : 2. Capital One Bank XXXX XXXX XXXX XXXX XXXX, MD XXXX Actions to Date : *Calls to Capital One Banks Customer Service and Fraud Phone Representatives and Supervisors Desired Outcomes : 1. Return of any and all other money owed to me as a result of handling and/or mishandling of my money by Capital One Banks internal and/or contracted employees, and/or as a result of breach of my personal data by Capital One Bank and/or its affiliated data sources . 
2. Additional protocols and practices by federal agencies and banks to help avoid financial improprieties ( breach of data by banks, their employees and/or affiliates ) 3. Investigate the local branch representatives referenced with the deposit that I made and subsequent visit when fraudulent charges appeared and my credit card was suddenly cancelled and I was issued a new credit card. 
4. Higher level background checks ( financial/credit checks, fingerprinting, and criminal ) for all bank employees ( internal and contacted ) 5. Advanced internal systems and checks and balances that will prevent bank employees and affiliates from skimming as well as from having direct access to customer funds at the onset of a transaction, during or after the transaction of a bank customer 6. Advanced internal systems and checks and balances that will prevent bank employees and affiliates and/or digital mechanisms that will alert multiple appropriate bank internal departments of suspicious and/or illegal activities 7. Advanced internal systems and checks and balances that will prevent banks from being able to intentionally deduct transactions more than one time 8. Enact policy that will prevent US banks from using/contracting call centers from outside of the US to handle US financial transactions which may provide a window of opportunity for breaks in proper oversight of and responses to actions

Company response to consumer: Closed with explanation