Consumer complaint received 2024-11-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
DEAR CONSUMER FINANCIAL PROTECTION Please Help Me I have tried everything and I need your help I cant afford a lawyer. 
Account XXXX XXXX Discrimination, negligence, Incompetent & unfair business practices. 
Funds not handled or disbursed as instructed- Account Freeze/Transaction Held Extensive Employees in Department unprofessional- No Empathy & laughing at my situation Employees at Local branch states that this Dept Does this to customers on purpose in reference to closing bank accounts for unusual activity and intentionally holding funds for months up to years causing financial hardships- including canceling all deposits into account ; opening new account & all bill payments rescheduled. 

From XXXX XXXX XX/XX/XXXX an investigation that lead the Resolution team in making the decision not only to place my XXXX Checking account on hold due to [ Reference numbers listed Above ], but Also made the decision to Close my XXXX Savings Account as well stating from the team the following information via email : XXXX concluded our final review and confirmed the unusual activity on XXXX or more of your accounts is inconsistent with our expectations for account usage. 
Your Capital One bank account ( XXXX ) will be closed. 

XXXX ( XXXX XXXX XXXX XXXX  XXXX XXXX is other Financial Institution In this situation and I was notified that my first check draft XXXX ( XXXX ) had already Cleared/Posted but XXXX of the drafts that had been deposited had a Signature Violation stating the signature on the Draft written for the amount of {$1600.00} was rejected for Scribble/Abnormal-wasnt clear but the funds were available and would have to re submit & XXXX  XXXX XXXX explained to follow the steps XXXX check writing. I also called Capital One and provided the Information to verify all deposited funds and they refused I was told that the number I was provided was NOT REGISTERED to his name so Capital One when they run the number in their system, it is not showing his name as the owner of the phone so then Capital one literally said they are just refusing to call. I explained thats the contact info I had & I explained that Legally The check was given as payment, and unless there is proof of wrongdoing my acct should still be open. 
I am a XXXX  patient in remisson and I have suffered since XXXX as the bank sent me a Check for ( XXXX Cents XXXX ) - The Rep on the phone started laughed about the XXXX cent check mailed when I called the Customer Protection Resolution Department said that they could take as long as they wanted. I explained that because of capital one my XXXX rent wouldnt be paid and even called when XXXX came which has put me behind & Its so hard to fix it without my money. 

To help myself out from being in any kinds of trouble of wrongdoing in this matter, I requested help & legal advice, and after speaking with several Capital One Employees & sitting down with Branch Managers at several different locations I received XXXX & was told by Branch Manager that made calls while I was present that the dept had created a fraud case on my account and requested an investigator to create a fraud case and to end banking relationship after the internal review by the Capital One Fraud prevention team.

As a capital one customer who has had several overdrafts/etc. on my account I have slowly learned & still learning to become financially mature. Capital One employees in other departments informed me that this department is to guide and assist me with the problem but after several attempts via phone I did not receive the assistance nor help and I was also not given the option or ways the bank wants me to fix the matter, instead my online account access was shortly revoked and I completely understand that the Customer Protection Resolution Team job is to flag violations with high risk accounts, however I have determined that I feel my rights as a Capital One customer have been violated due to the following : labeling account owner of wrongdoing, employees in the Dept withholding information on my account that I am rightfully allowed to know the specific reason of investigation along with refusing to give me the information required for me to be able to submit my legal documents { I can provide Verifiable proof of all transactions to the department { by either Fax, Email, Mail } that prove I have not violated any law or regulation and that the time required to investigate may be result as discrimination against me due to being irate during phone calls to the department after experiencing emotional trauma and stress due to my finances and grieving. 


There were also several protocols not followed as I felt very discriminated against. Several banking protocols not disclosed clearly as it pertains that I committed acts of dishonesty and several employees in this department misrepresented me & others related to this matter due to employees doing their own individual online research including social media, which they based their decision early XX/XX/year> that not only have they concluded a final review but had confirmed the unusual activity was inconsistent with their expectations after me requesting several ways & attempted to get the issue resolved. 
After seeking help in this matter I also was advised by my branch manager that if I cant resolve the issue to reach out to The Texas Consumer Protection Office about this matter If I feel the business { Capital One in this matter } has been unfair, and as a customer I have rights that protect my ability to share about my account services experiences of discrimination on my behalf. 
Since the banks decision I have reached out to several companies and Agencies in the state of Alabama and Texas to gather and provide the necessary information with documents The Impact from this investigation has been very rough lately on me & my family, such as difficulties making payments, late fees, issues accessing my funds so I am trying to work with Capital One as I really have been deeply impacted so urgency and the importance of resolving the matter for the sake of my future reputation & to get this situation behind to move forward. This Situation will change how I do Business going forward and I have updated all DJ/Event Payment Policy for Deposits- and new rules on Payments Accepted for my Services. 

To Conclude I would also like to hereby request that the hold on my Capital One Account ending in XXXX be removed and my funds be released as I have taken all the necessary steps to correct the reason for the hold/investigation. I understand in this situation of reasonable cause of unusual activity where Capital One increased the hold time for my check due to fraud suspicions. However, my accounts were closed due to a decision made by Capital One Staff & I feel they did not have enough Sufficient evidence that I have done anything wrong as I have NOT committed any crime nor any Acts of Crime. I am showing my Willingness to cooperate to help resolve this situation & I appreciate your safety of your customers. 

Several staff in this department were not very happy to be at work as it caused several issues when communicating with them. 
Thank you all in this department for doing your job as I understand your rules and to the staff that was nice & professional staff that were very helpful doing all you could in my issue & Im hoping for a prompt solution. 

Thanks XXXX XXXX Please Help me resolve this issue

Company response to consumer: Closed with explanation