Consumer complaint received 2024-06-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
XX/XX/XXXX : Notified by Capital One of suspicious transactions on account at XXXX pst. Asked to verify Unable to access account online. 
Contacted customer service and after 3.5 hours on the phone referred to a branch location in XXXX CA 20 miles away Visited XXXX XXXX and met with associate XXXX at XXXX pst Provided ID verification ( passport, social security card, birth certificate ). 
XXXX contacted corporate offices ( closed for the day ). 
Notes taken by XXXX for review by corporate on XX/XX/XXXX. 
Additional note : XXXX is the office manager. I explain I have no vehicle no drivers license and no money because its all been taken away. Told I should go find new friends to barrow from. The trip cost me {$50.00} of which I do not have. 
XX/XX/XXXX : Regained access to account after verification by corporate. Access was short lived.

Discovered two unauthorized transactions Disputed unauthorized transactions.

Spent 4 hours on the phone with customer service. 
Transferred to department head for dispute resolution moving forward. 
Account restricted due to compromise concerns. 
Informed of two new accounts to be opened in 3-5 business days.

Instructed to call back in 3-5 days to access new accounts.

Allowed one final transaction as I am without any money Attempted final transaction but required signup for a service.

Promised access to final transaction within 24 hours with instructions to lift restrictions. 
XX/XX/XXXX : Attempted to make the final transaction promised on XX/XX/XXXX ( unsuccessful ). 
XXXX and office assures me this must happen and will fix everything. 
Branch visit unsuccessful. Presented my Identification documents once again to associate XXXX. 
Spent 3 hours at the branch. 
Left with no answers and have XXXX clue whats going on. Phone associate is no help but tells me continuing to come to a branch is not going to be necessary any more it will not help my situation because Ive already been there. 
Additional note : Today my cellular service has been shut off due to non payment. I have no phone and no food now XX/XX/XXXX : Dispute on unauthorized transactions initiated.. 
Attempted promised final transaction ( still unsuccessful ). 
Over 15 hours spent on the phone with Capital One. 
Repeated Requests to Return to a Branch Conflicting information within the bank departments on in person visit. Im told by one dept not to go it wont help and yet another telling me to go back Spent {$100.00} now total on visiting with no change and I now have no way to go anywhere Work informs me of possible action due to me not showing up. 
I dont have a way to provide myself a way there. The bank has all of my money Date : XX/XX/2024 Event : Inquiries About New Bank Accounts Summary : Called to check the status of new bank accounts opened on XX/XX/XXXX. Unable to confirm the accounts were ready. Spent hours on the phone, ending up with XXXX XXXX, who informed me that the relevant department was closed and I needed to call back during business hours. He also suggested visiting a branch location, despite there being no branches in my state, and recommended traveling out of state. Left without resolution and had to wait until Monday for further action. 

Unable to confirm status of promised new accounts. 
Instructed to call back during XXXX XXXX business hours ( XXXXXXXX XXXX - XXXX XXXX  ) for a specific department ( always closed ). 
XXXX continues to advise me however his advice circles right back to back at him and Im being lied to now. 
XXXX plus hours on the phone in person provided documents of identification in person costing me over {$100.00} and days of time. They are sending me to a location that doesn't have the capacity to help. I know this from other associates, Yet still am told I need to go there. 

Note : Bank closed on Saturday and Sunday. 

Date : XX/XX/2024 Event : Verification of New Bank Accounts Called to verify if new bank accounts were opened as expected by Day 5. 
Continued to get bounced around departments without receiving a clear answer. 
Ended up with XXXX XXXX, who refused to transfer to the necessary department during XXXX XXXX hours as previously instructed. 
Asked questions regarding previous and new accounts, but still unclear on the situation. 
Uncertain about the reasons behind the ongoing issues. 
Been without money and access to bank accounts for eight days. 
Facing job termination on XX/XX/XXXX, will lose internet access due to non-payment on XX/XX/XXXX. 
Very hungry, no food for days. 
Feeling very desperate and completely awestruck at XXXX XXXX unprofessional and degrading comments, which is unprecedented in my 15 years as a client. 
Seeking resolution and answers from someone who can effectively address and resolve the problem.

Company response to consumer: Closed with explanation