Consumer complaint received 2024-09-12 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ

Complaint narrative:
On XXXX XXXX XXXX I opened a 360 savings account with Capital One.

On XXXX XXXX XXXX I attempted to make my first transfer to fund the capital one 360 savings account in the amount of XXXX and the transfer was coming from my external account that I had linked which was a XXXX XXXX account (XXXX XXXX). Due to me forgetting to unlock my XXXX XXXX  XXXX  while the transfer was in progress when capital ones system went to transfer the money it automatically bounced back, reversed or whatever they refer to it as and the transfer was unsuccessful. Later on When I checked my accounts and seen what had happened, I said ok whatever,  I will just wait a few more days because my payday was coming up and I will just set up another transfer but with more money this time. 

On XXXX XXXX XXXX I received an email stating my account was restricted due to unusual activity and I figured this was because the first transfer of XXXX was unsuccessful. The email said how they were just reviewing it and not to worry so I didnt, because I knew nothing I did was fraudulent or a scam and I thought I had nothing to worry about. It had also stated how I can continue to fund the account during the review so with that being said I still had my plans of setting up a new transfer for a higher amount once I received my next pay check. 

On XXXX XXXX  I scheduled a new transfer for a higher amount like I had said I was and this time the amount was XXXX and I had made sure to keep my card unlocked this time so that there wont be any mishaps again. I received an email stating the transfer was in progress and that it would successfully be deposited into my 360 savings account by XXXX XXXX XXXX. Like I said before I am not a person that deals with or does any type of fraudulent or scamming activity I am XXXX  mom that gets up and goes to work everyday to provide for me and my child so even with my account being restricted I listened to capital one when they stated not to worry and refunded my hard earned money I use for me and my child to survive because I figured this restriction would be lifted sooner or later and I am literally devastated typing this because if I had known I would be going through what I am going through now I would have closed the account when they sent me an email stating my account was restricted on the spot and left this bank alone. 


It is now XXXX XXXX XXXX I log into my 360 savings account and I see that my transfer of XXXX was successfully deposited but I also see that it says my account is still restricted and thats when I start to become extremely frustrated. I immediately called the number that was provided and begin to speak to an agent. We went through the whole process where I have to receive the link to take pictures of my ID and thats when she put me on hold. When she returned back to the call she stated how she was unable to verify it that the system wasnt letting her and how I had to visit a branch I was so confused and could not understand but I just said ok and that was the end of the call. Not long after the call had ended I visited the capital one branch in XXXX XXXX located in XXXX XXXX XXXX I immediately started getting help from a banker and at this point I was highly upset so I told to her that I wanted to take my money out of the account but had explained to her about the restriction mishap she scanned and verified me with my ID and then instantly got on the phone with customer service. 

She said the customer service agent had stated my account was originally restricted due to my transfers coming from a third party bank ( XXXX XXXX) and that capital one doesnt really associate with third parties. I was still confused because if capital one doesnt associate or like to deal with third party banks why take my money? I added this third party bank as an external account with no problem. The money transfers with no problem but when capital one has the money now is when it becomes a problem.. why just not reject it from the jump????? She then said they stated that the money will end up being reversed when I asked how long it would take they said 24-48 hours I said okay fine and left the branch. 

XXXX XXXX XXXX  as I sit home I just got a feeling to call customer service again to confirm that my money was being reversed. I get on the phone with another agent go through the identification process but this time it took a little longer because my phone is broken so my back camera is a little messed up so sometimes it gives me a hard time with getting clear pictures and after I attempted several times to get a clear picture and couldnt I attempted to do it on the XXXX  and I had explained that to her but in the process of me taking long she must have thought that I wasnt who I said I was .. anyways fast forward to me successfully uploading the my ID I get put on hold and when that agent comes back to the call she states that she didnt see anything about a reversal that maybe I should wait a few days to see if it happens I explained to her that there has to be something in the system stating my money was being reversed because thats what I was told when I visited the branch on XXXX XXXX. She said on her end she doesnt see anything but she could transfer me to somebody in a different department and they could give me better information I said ok and continued with the call. 

When the new person gets on the call it is now a man and he immediately begins with the ID verification. He doesnt ask me about what happened or anything of that sort. So when I uploaded my ID again he put me on hold again. when he gets back on the call he says  give us a call back when you have another form of identification and when I heard that I immediately get heated because not only am I trying to confirm when my XXXX was going to be reversed but youre just trying to get me to hang up the phone didnt ask questions didnt ask anything and what do you mean another form of identification?????? You cant get any better than a state issued identification card!?? We went back and forth for a few minutes in a kind of heated argument and although I didnt want to take my anger out on him it happened because once again I am a XXXX  mom I have a child to feed a household keep up to par so me being in this situation was really taking a toll on me. He then asked me did I have a passport and I said I didnt have one but I have my birth certificate and social security card. He didnt say anything after that but that my account was just going to set to be closed due to it being a risk factor and that point it sent me over the roof. I begin to start asking several questions and each time he answered with I cant give you no information visit the branch he repeated it several times before I got so angry that I just decided to hang up. 

Its still XXXX XXXX XXXX and when I hung up that phone I begin to rush back to the XXXX XXXX branch once again. When I get there I walk up to the same window where the same banker was that had helped me before on XXXX XXXX. I explained to her what had happened and how the call went and she also couldnt understand the problem. She takes the same ID that the customer service agents claim they were having a hard time verifying scans it verifies me and she gets back on the phone with customer service for the second time second day.. I sat in the branch with this banker for over a hour while she was on the phone with customer service I had to upload my id while they were on the phone several times and they were all unsuccessful. She then says the customer service agent sees that in the system its coming up as someone with the same name as me but this person was born in XXXX  again I dont know what that had to do with me because Im here with my state ID with my face and I have a totally different birthday and year! She then said they asked if I had brung any other forms of Identification with me and I said no when I replied no she said they had stated that I needed that second form for them to completely verify that it was me and if I come back tomorrow with it they would be able to successfully verify me un restrict my account and I would be able to withdraw the money. At this point I just wanted to cry but I said ok and left the branch one again. 


It is now XXXX XXXX XXXX  which is today and the day that I wrote and submitted this letter. Earlier on today I gathered up every piece of identification that I owned my state ID, my social security card, my birth certificate I even brung my high school diploma, my motor vehicle driving permit, my XXXX  work id, my college id, even mail with my name and address on it and made my way to the same branch for the 3rd time this week. When I get there I explained I was told to come back for my final verification now that I have several different documents I was seated and I laid everything that I had gathered all over that table. this was now a different banker helping me so she told me to give her a minute to read the notes on my account and once she was done + after her asking me questions she got on the phone with customer service. She begin to explain to customer service what was going on overall and that I am back at the branch for the 3rd time with different identifications to verify my identity she also let them know that after going through all of this that I just wanted to withdrawal my money out and close the account. The customer service took in all the information and then put us on hold. We were on hold for a very long time that I cant even give a estimate because I dont want to be incorrect but thats how long it was but once this agents had returned back to the phone all I can see was my banker frowning and her whispering asking the customer service agent if she could explain what was going on herself because she didnt want me to think that the people at the branch were the ones giving me the hard time.. 

At this point once I read her face and lips I just immediately bursted into tears in front of everyone. I couldnt believe after 3 days of traveling to this branch trying to verify my identity that this bank was putting me through this.. when she handed me the phone the customer service agent had explained to me that she relayed all the information to her manager and that the manager said that there has to be an investigation I was so upset on the phone that the customer service agent  asked if I wanted to speak to the manager myself. I said yes and thats when the Manager got on the phone she apologized several times and explained me to that unfortunately the investigation has to happen I screamed and cried on the phone trying to explain that I have a child I have to feed and tend to I have a life I have to keep up with that I dont even have to close the account I just want my money I cried and I cried and I cried she continued  to apologize stating she couldnt give me any other information on why or when the investigation would be over that i should just continue calling. The bankers at the branch felt so bad for me that they started bringing me tissues and gathering up my documentation for me because thats how much it was.  The banker even told me to hand her back the phone so she can have words with the manager and when I did she begin to continue to vouch that I have several forms of identification that I am who I say I am. I guess the manager continued on with the investigation answer and thats when the call ended. The bankers apologized and told me to just keep up with the investigation keep calling asking to speak to a supervisor.. now here I am submitting this claim because I cant afford to wait weeks for my money I worked for this money and I just cant seem to understand why they are putting me through this.

Company response to consumer: Closed with non-monetary relief