Consumer complaint received 2025-06-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
b"In XXXX XXXX I was in a disaster and was getting aid from FEMA. I needed the Capital One account for the direct deposit so I can receive my funds that were not deliverable by mail due to the disaster address. After confirming the direct deposit was issued to Capital One Ive had no  access to my account. Due to not being verifiable online or over the phone. I lake a trip XXXX  miles to a coffee shop in sac.  and i sat for XXXX  hours after talking with an ambassador her name was XXXX  and was told everything was fine my train was leaving soon and so I had to disembark but was told that was okay to do so and that she would give me a call personally on my phone all my travels back. She called me and instructed me again to call the XXXX number that everything was fine and so I did first thing in the morning and was told I was unverifiable again and then I have to make a trip back to XXXX. I told him to call the Ambassador Shelby they just talked to you today before it was instructed to call that number by her but everything was okay but it was not. I called back to the cafe and then talked to the Ambassador Shelby and she said if I was having this much problems with the account just to close the account and have the funds sent back to the issuer. I try to do but I could not because I was told the account was under investigation that I could not cause the account over the phone. After like 50 attempts more like a hundred I could not get through past being told that I was not verifiable and no information could be told over the phone to me. The account they are almost told to me by ambassador named XXXX  after I made the trip two months later back to the cafe that the investigation was concluded and there was nothing more they could do they told me there was XXXX left in the account and I asked if I could have a debit card to at least access that nanny said no. I've been a disaster victim since XXXX  I've been XXXX  on the streets seeking help with little to be given since all this that's happened I am a United States veteran and a disaster victim and I was dropped through the cracks. It's now XXXX  XXXX  years later and I finally been able to subsidize myself and house myself thanks to the VA and my case managers finding me on the side of the freeway and helping me get a house and stability I'm now employed and able to properly attend to my affairs that haven't been concluded this far so I'm seeking help with this issue for I've made a a prior complaint with the number cfpb complaint ID number XXXX  XXXX XXXX I have not received no correspondence from this complaint and I have no resolve on this issue the direct deposit amount was close to XXXX and it was FEMA subsidized federal aid money to help me resituate from my disaster they just took me this long on my own another VA just been there every step of the way to get me back from that disaster Capital One has been a disaster pretty much please help me with this issue more will be explained but I'm pretty sure the details are in the complaint ID number I gave you above sorry it took so long to get back to the table on this issue but it has taken a lot to get to where I'm at to be able to get back to the table to deal with this issue thank you"

Company response to consumer: Closed with explanation