Consumer complaint received 2025-04-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
I maintain a guardian account at Capital One. I went to the Capital One branch at XXXX XXXX J, XXXX, NY XXXX, and attempted to withdraw funds. The following incident relates to XXXX tickets I created with Capital One XXXX and XXXX ). The branch was empty aside from me ; the incident took over an hour and XXXX minutes. At the bank, I encountered XXXX bank employees ( XXXX, XXXX, and another unnamed XXXX ). ( This entire interaction can be seen on the bank 's security cameras if there is any question as to the accuracy of my complaint. ) I was initially at the window of the unnamed female, and I filled out withdrawal slips. The unidentified female said she was busy and asked me to go to XXXX, refusing to assist me. I went to XXXX 's spot and was asked to give him my ID and debit card ( XXXX took my ID and scanned it ). It should be noted that XXXX took my debit card and did NOT insert it into the chip reader ; rather, he stated he needed to hold it to " verify my name ''. When i questioned this XXXX yelled at me and told me this is the procedure when i asked for my credit card back because i felt uncomfortable with him holding it he refused ; in general i felt that XXXX maintained a hostile behaviour directed at me and that led to him physically assaulting me which i will detail later on ) my driver 's license ; I was told that if I didn't give my debit card, I would not be helped. So I gave my debit card. XXXX then called XXXX and questioned whether I was allowed access to the accounts on my profile. At this point, the unnamed female joined in and showed XXXX " news articles '' detailing reasons for me not being allowed access to the accounts and ways to refuse me service ( I questioned why she was now busy with me if she had previously denied me service ; I was ignored. XXXX was called over again, and she was asked to " explain " to me why I couldn't be helped. I then suggested that they call XXXX ( capital one back office ) ( XXXX scoffed at me and asked how I knew about XXXX (!!! ) as if it were some secret ). They did, and from what I overheard, the bankers were told to serve me. After much back and forth, XXXX and XXXX said that since these were guardianship accounts, I needed to show XXXX and XXXX the COurt order. I replied, but these accounts are all in my profile, and there should be no deterrent to my being able to access the accounts. They disagreed and continued to tell me why I was wrong and that I was refusing to listen to them (!!! ). XXXX then came around the counter and approached me. He got very close to me and appeared heated and upset that I wasn't listening to him. I asked him to step away, and I asked that he not be the XXXX to provide me with service since I felt threatened. At that point, XXXX took over. I wondered if I could call Capital One customer service from one of the bank phones to get clarity, since I was being refused service. I went with XXXX to a booth and we called customer service. I verified myself and apprised the call center person, XXXX, of the situation. XXXX stated there shouldn't be any restrictions on the account, and she was confused about why I was being refused service. XXXX came over, got very close to me, and leaned on the table. I stated that I felt uncomfortable with his presence and asked that I only work with XXXX. he refused, and I had stated again that I felt threatened by him. Then he walked away. I tried to get XXXX to explain to XXXX that I should be helped, but XXXX said she didn't have that authority. XXXX kept telling XXXX that there were reasons she couldn't divulge, which was why I was being refused service. XXXX said the call had to end because it was after bank hours and the bank was now closed. I told XXXX that if I wasn't going to be served and therefore refused service, I wanted to create a ticket regarding this incident. That greatly angered XXXX and XXXX. XXXX told XXXX that the XXXX was on the phone by the counter and that I " refused to speak to her ''. I reminded XXXX that we had been on the phone with customer service for 30 minutes, and they had not told me the manager was there to talk to me. Then XXXX, in a threatening and violent manner, came over and said he was going to hang up the phone. He tried to force my hands away from the phones, and I stated that he should stop assaulting me and that there are cameras. He walked away but told XXXX to hang up the phone. At this point, XXXX said he called the police to remove me from the branch. XXXX needed to transfer me to someone else, and they provided me with a ticket number to document the incident. I took it down and hung up the phone. XXXX told me to leave since it was after XXXX, and I would not be helped at all. XXXX had locked the door, and as I went to exit, he unlocked it but blocked it. I refrained from exiting since I did not want to make body contact with him, and he was again distraught that I wouldn't squeeze through the door. After XXXX times of yelling at me to go through the door, he backed away enough for me to feel comfortable walking through the door, but he was still somewhat in the way. 


The teller mentioned that there was a charge of {$10.00} per check. I replied that per the order that appointed me, all fees should be waived and asked the teller to call customer service.

Company response to consumer: Closed with explanation