Consumer complaint received 2017-06-23 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Can't close your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
MY DAD PASSED AWAY AND I WENT TO CAPITAL ONE TO CLOSE THE ACCOUNT AND RECEIVE ITF ME MONEY. I WENT WITH THE PROPER DOCUMENTS ADN THE YGAVE ME A CERTIFIED CHECK WHICH I DEPOSITED IN MY CHASE ACCT. ONE DAY LATER I RECEIVED A VOICE AMIL THERE HAS BEEN FRAUD ON YOUR ACCOUNT PLEASE CALL. HOW DO YOU LEAVE A MESSAGE LIKE THAT, I FREAKED OUT WHAT COULD I HAVE DONE???? I CALL THE NUMBER AND LEFT A MESS. FOR FOUR DAYS STRAIGHT I KEPT LEAVING MESSAGES WHILE MY STOMACH IS CHURNING WITH WORRY?? I RECEIVED A LETTER IN THE MAIL FRAUD ETC ETC PLEASE CALL THIS NUMBER ONCE AGAIN NO PROPER EXPLANATION I GO TO XXXX WITH THE LETTER AND PS THEY SEE THAT CAPITAL ONE HAS TAKEN AWAY THE MONEY. MY BANKER TRIED TO CALL THE NUMBE AND LEFT HIS NUMBER NO RESPONSE. I RUN TO CAPITAL ONE TO GET NOTHING BUT A RUN AROUND AND LIES. THIS ALL STARTED XX/XX/XXXX AND STILL CONTINUES XXXX XXXX XX/XX/XXXX. THEY ARE WORKING WITH MY MONEY!!! FINALLY SOMEONE SAID THEY TOOK THE MONEY BECAUSE THE GENT WHO GAVE ME THE MONEY DID NOT GO THRU THE PROFILE WHERE IT SAID XXXX XXXX MY SISTER WAS ENTITILED TO HALF??? I HAVE DONE MOST OF THE BANKING WITH MY DAD OVER THE YEARS AND I RECEIVED STATEMENTS XXXX XXXX XXXX XXXX XXXX. I SAID OK IF THAT IS THE CASE AND MY DAD CHANGED THE ACCOUNT TITLE I WANT TO SEE THE SIGNATURE CARD AND BENEFICIARY CARD TO MAKE SURE THIS WAS LEGIT???? " WE CAN NOT DO THAT '' I SAID WHAT DO YOU MEAN YOU NEED TO GO TO XXXX XXXX WHERE YOUR DAD OPENEND THE ACCOUNT TO GET THAT INFO I SAID NO I DO NOT!!! YOUR SYSYTEM SHOULD BE ABLE ALL AROUN THE WORLD TO SUPPLY ANY INFO. WITH THAT THEY LIED AGAIN AND SAID WELL WE DO N'T KEEP RECORDS HERE WE NEED TO GO TO THE BACK OFFICE???? I SAID WHAT ARE YOU TALKING ABOUT MORE LIES. I HAVE BEEN TRYING SINCE LAST YEAR FOR SOMEONE TO RETURN A CALL AND GIVE ME INFO TO NO AVAIL. ONCE AGAIN I HAVE SPOKEN TO TWO NEW MGR. AND THE CONVERSATION GOES LIKE THIS " WE DO N'T KEEP RECORDS AFTER 7 YRS. I SAID YOU ARE A BANKER AND MATH IS YOUR FORTE MY DAD OPENED THE ACCOUNT XX/XX/XXXXI WAS HERE XX/XX/XXXX AND ALL THRU XX/XX/XXXX DUE YOUR MATH THAT IS NOT OVER 7YRS. WELL WE NEED ATO GO TO THE BAKC OFFICE STILL NO RETURN CALL TODAY I WAS PROMISED A CALL BACK THREE TIMES I CALLED AND THEY WERE WITH CUSTOMERS AND DID NOT RECEIVE ANY EMAILS FROM THE BACK OFFICE. I SAID THE BACK OFFICE IS A MYSTERY BECAUSE IT IS 6MOS. LATER AND THERE IS NO BACK OFFICE?? WHEN I DID N'T HERE BACK TODAY FROM EITHER MGR. I CALLED THEY SAID THEY BOTH LEFT FOR THE DAY IT WAS XXXX WHEN I CALLED ONCE AGAIN I WAS LIED TO THEY DID NOT RETURN THE THREE CALLS TODAY OR ANY OF MY CALLS FOR 6MOS. I THINK THERE IS A BIG COVER UP IT ALL POINTS TO THAT???? OH BEST ANSWER YET THE OTHER DAY A MGR, SAID DID YOU SPEAK TO YOUR SISTER ABOUT THIS I SAID WHY SHE DOES N'T HOLD THE SECRET TO THE BACK OFFICE OR THE SIGNATURE CARDS YOU DO YOU WORK FOR THE BANK!! I HAVE MORE LIES TO TELL I NEED TO STOP AS THIS HAS GIVEN BE AN XXXX. MY DAD IS GONE MY HEART IS BROKEN AND THE BANK KEEPS STALLING AND XXXX. ME?? <P/>PLEASE HELP ME!!!!!!

Company response to consumer: Closed with explanation