Consumer complaint received 2021-12-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL

Complaint narrative:
On XX/XX/XXXX my PPP loan was deposited into my Capital One bank account {$20000.00}. To this day I have not been given access to the funds in my account, including those not related to PPP. The PPP loan amount was {$20.00}, 180. The total amount frozen is around {$22000.00}. My plan was to use Capital OnXXXX as my business account and not to keep using my main account for both. I learned by the pandemic it is not good to mix the two. I have had the Capital One account since around XXXX. I just never used it much because they did not have a brick and marder location. Now the do have the Capital One Cafes, so I felt comfortable using them for business. 

On XX/XX/XXXX I made my first call to Capital One. I was informed that they were investigating to see if my business was real. If I did not want to wait for the investigation I could provide several years of full tax forms, several months of my other bank accounts transactions. Show were I paid or got a refund from the IRS. They stated the XXXX was instructing them to do so. 

I contacted the XXXX and was I formed that they did not and the XXXX rep. stated the request was extreme. 

After XXXX weeks nothing happened with the release of the fundsor the so called investigation. I began to call Capital One everyday. To be told the same thing. When I asked to speak to someone from investigation I was told I could not and that they had no number nor could they connect me. I was told to email XXXX with the case # XXXX. I was also given the email XXXX. I emailed both. To this day I have not heard back. 

I was contacting XXXX since XX/XX/XXXX. I was instructed the funds could go back the the lender and then deposited I to another account. 

After another XXXX weeks mid XXXX I was told that I could have the funds returned to the lender and the lender had to request them back. They would not just send them back. I did make the request. Capital One had decided after I asked for the funds to be returned to close my accounts per the rep. on the phone to close my accounts and the funds would be returned to the lender and my other funds would mailed to me in a check. 

I had an account for my son which they did close and mail a check, but as for my account they did not close they froze the account. I am still getting statements showing the money is still there. 

I reached out to XXXX for another 3 months informing them of the issue and to get the lenders name. 

I was told the lender had reached out to Capital One and made the request several times. Capital One kept stating the lender had not, but still would not let me speak to anyone in investigation nor could give me a status on where they were in the investigation. I have had my business and EIN number since XXXX. I could not understand the hold up or process. I was then told by Capital One that they could hold all my funds indefinitely if they wanted. 

I was still reaching out to XXXX informing them of the problem, because I had not been given the lender 's name. 

In XXXX XXXX walked away from the situation and told me to contact the lender directly. The lender is XXXX XXXX. I called them twice and spoke with an officer who stated they have many in the same situation with Capital One Bank and that they can not go in and pull the funds because the accounts are frozen. She then stated that I most likely will not get my money because they have to pay it back to XXXX when they finally get it back. I was upset and confused. This is my lively hood. She then stated if they do get it back soon then I would have to supply them with more documentation to get the money based off of XXXX. 

I called XXXX and was told that this was not true. My loan has already been approved and disbursed. The funds should go to me asap without any additional work or confusion. 

I emailed XXXX again and called several times. I have not gotten a response. 

I then file a complaint with XXXX regarding the lender but was told I could not file one against Capital One Bank with them. 

I can not file for loan forgiveness and have had to take out additional loans from family and friends to try to keep running my business due to not having acces to my PPP money as well as the other money in the account. Per XXXX I will be held accountable for paying back the loan not XXXX, due to it was disbursed to me. I will now have to pay back a loan I never had access and on top of that have had to take out additional loans. 

I continue to call Capital One and they are still saying they are investigating and that my lender has not requested the funds returned. 

Please assist not Capital One Bank Nor XXXX Loans cares about the consumer and what this does to our lives. I am a single parent of XXXX and this has disrupted and made our lives much more difficult in these trying times and neither entity is trying to resolve it fairly or at all.

Company response to consumer: Closed with explanation