Consumer complaint received 2026-04-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ

Complaint narrative:
i applied for an apartment online on XX/XX/year>, at XXXX XXXX XXXX XXXX on XXXX XXXX XXXX XXXX XXXX Az, XXXX about 2 days later i got a call that my application was approved. upon reading my lease online it stated that it was REQUIRED to pay the move in deposit online. so i did that. a day later the same lady from the apartments who called me to tell me i got approved, told me she noticed i paid my deposit online and that i did it wrong and i wasnt supposed to pay it online but the lease we both signed said it was REQUIRED to be paid online? she then went on to tell me that they dont except online deposit move in. That, in the past online payments have bounced from what she said, so itd have to be a money order. for the money order it wouldve been a total of {$1700.00}. i told her thats pretty much requesting a double deposit payment, which is illegal. it has nothing to do with me if payments have bounced in the past, if i wasnt supposed to pay it online then the lease shouldnt have stayed that is what i said. she refused to update the lease and was very unprofessional over the phone. she advised me keys wouldnt be handed over to me unless i showed up on move in day which was XX/XX/year>XXXX with that money order of {$1700.00} ( even though i just paid {$1500.00} online and the payment went through ). i asked her about 3 times to send me everything she was saying and requesting in writing and she never did. she also told me that if my online deposit payment did go through that did have to dispute it with my bank. i told her thats a huge inconvenience for me because i shouldnt have to dispute a correct payment that she was refusing to accept. itll open an investigation with me, you and the bank is what i told her. i asked her if my online payment goes through, can i pay the remainder in money order form? she completely refused. the office employee at the apartments really didnt care she just wanted me to give her more money. her name was XXXX XXXX XXXX. after going out of my way to dispute the charge like XXXX informed me id have to do, i called her on XX/XX/year>XXXX at around XXXX to let her know i wanted my lease cancelled. i told her what she was asking of me is illegal ( pay the deposit twice ) and its inconvenient for me to dispute with my bank. i let her know she needed to learn how to properly read leases before signing them and sending them to a tenant to sign as well. she wasnt aware of half the things i told her the lease stated and she told me to disregard it. i let her know that a dispute case has been opened on my end and that she was unprofessional all together throughout the situation. she then, for the first time ever, after asking for days to please text or email everything she was saying in writing, sent me a text. her text claimed that she spoke to her originals whatever that means? and they told her that theyll accept my online deposit payment of {$1500.00} and that theyd take the remainder of it in a money order. i told her id had already disputed the bank charge like she asked and that when i asked her if i could do that option the day prior she refused. i told her it was a no on the apartment and i asked for my lease to be cancelled as well. ever since then ive been back and forth on the phone with my bank and their telling me my claimed got denied. the apartment complex is lying saying its a valid transaction when its not its fraudulent because i was ushered to try and pay it twice. more money the second time. and theyre claiming im an active current tenant there and im not. i was never given any move in keys and i do not live on the property. i asked for my lease to be cancelled on XX/XX/XXXX and the apartments never cancelled my lease i guess. theyve now changed their LLC and company number too from what i noticed which is shady and ive called their company number 4 times now to ask for and further confirmation to be sent to me that my lease was cancelled. on the other end of the phone i keep being told someone will reach out to me and no one has and we are now in XXXX. ive already submitted a XXXX complaint over a month ago against XXXX XXXX XXXX XXXX for their fraudulent business practices and im now submitting this cfpb complaint because my bank Capital One decided in their favor in my dispute claim. It will ultimately overdraft my checking account for the amount of {$1500.00} when its my money. I will not allow a shady, run down apartment complex i never moved into, never received apartment keys for, steal {$1500.00} from me. i do not currently live at XXXX XXXX XXXX XXXX and i never did. down below will be attachments showing my current mailing address as well as all the evidence needed in this inconvenient case.

Company response to consumer: Closed with monetary relief