Consumer complaint received 2024-11-26 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: FL

Complaint narrative:
I began my banking relationship with them XX/XX/year>. 
Without any issue our banking relationship commenced. 

XX/XX/year> i received several XXXX transactions from a friend wanting to help pay for my mothers funeral arrangements due to my inability to. I have informed my bank of financial hardship several times due to my health issues. Upon receiving any payments i would transfer them to my current living partner XXXX XXXX as he has been helping me take care of any and all arrangements for my burial of my mother. On XXXX i received an email saying my XXXX payments needed to be verified and that my account was restricted. 
My partner and friends XXXX XXXX then proceeded to have another friend XXXX XXXX send me a XXXX with thew remaining balance for the4 ashes being that it was time sensitive. That XXXX also got intercepted. Upon checking i saw there must have been a mistake. I contacted the bank as soon as they opened on the following business day in order to verify any information they had. 
on XX/XX/year> i contacted capitol one to submit myself for review. During that review I submitted my state ID for verification, verified my phone number, log in information, as well as the transactions on my account to ensure that there was no fraudulent transactions. During that review i was asked a series of invasive very abusive and troubling questions regarding my affairs, personal relationships, and financial state. While during that conversation the rep name XXXX XXXX began questioning my relationship with XXXX and XXXX indicating that i was having several inappropriate relationships with them. After explaining several times that i would answer questions regarding my finances but she was not allowed to question me on why i can not pay for my mothers ashes myself or why others are needed for the financial help, she then proceeded to put me on a brief hold, come back and said that she was terminating the banking relationship. I was informed that another review needed to happen and that my funds would be released whenever they want to without giving a direct answer. 
I received correspondence on XXXX statin that another review is needed and that the initial review was completed. 
On XXXX I contacted capitol one again to discuss the release of my account balance since they have chosen to end the banking relationship. During that conversation I informed that the representative named XXXX that I wanted my funds released since the account is being closed. This rep lied several times and gave me incorrect dates and times in an attempt to cover up the wrongdoings. During that conversation the rep gave me misleading and false information regarding my transactions and refused to give a straight answer regarding when the funds wou7ld be released. She put me on hold several times to talk to a manager and would come back to the call and refuse me basic information on my account regarding transaction dates and times. I asked for verification of the XXXX transaction dates and times and was told I am unable to ask them nay questions regarding my account. I asked for a manager or contact information to file a complaint and was told that they are refusing to release that information if I am not law enforcement. Not only have I been denied access to my funds causing me extreme hardship but my mothers funeral expenses as well as my rent and bills are unable to be paid due to the actions of this financial institution. This is extremely unfair and is borderline an abuse of power. I have tried every option to fix this with the bank however the damage I am enduring are becoming far more than what is reasonable. 
The resolution I would like is to have my funds released to me asap so that I can pay my mothers funeral expenses and to pay for my medication. 
Transaction ID : XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation