Consumer complaint received 2026-02-16 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
My mother died XX/XX/XXXX. At some time in late XXXX my mother made be beneficiary of her Capital One Savings account. It took me some time to acquire certified copies of her death certificate in order to try and follow up on all her accounts and start closing processes. 

Upon presenting the death certificate to Capital One I was told I was still the beneficiary however the account was overdrawn, due to 2 auto payments and a multitude of ATM withdrawals. I asked for details of the account and was provided with XX/XX/XXXX & XX/XX/XXXX bank statements. I was under the impression the bank rep had initiated an investigation, and she advised if they needed more information they would be in contact with me. 

The next day I got an email from Capital One and called the number on the email. I was told Capital One is not investigating the post death ATM activity, I am getting no money because it was already withdrawn, and their main reason for contacting me was to confirm same and they were really only interested in addressing the negative balance. 

I also called Capital One credit card division as my mom had 2 Cap One credit cards. One of the cards, Quicksilver MC, had a XXXX  XXXX dollars of post death transactions as well. The rep at the credit card center proceeded to tell me she is deceased and the post death charges are due and payable, nothing to be investigated. When I mentioned the savings account the rep for the credit division told me that information I obtained from the physical branch for the savings account should never have been given to me so my claims of fraud for any activity post XX/XX/XXXX were not relevant to my trying to close out her accounts and secure balances. 

I asked if once I am the official executor would I be able to initiate an investigation, will the complaint I filed with my local PD be taken seriously should they inquire with Cap One for bank records, ATM video, branch surveillance video, etc. Again, I was told it was not my business, nor could they tell me what their protocol is when law enforcement is involved and does their investigation with regard to what information the bank will or will not provide. 

So now I have a deceased mother who had some {$300.00} in credit charges she didn't make and {$5200.00} in ATM withdrawals she didn't make and Capital One is not interested in helping me pursue the matter. Both of which reduce the estate value and the family inheritance. 

Very disheartening that Capital One bank as well as their credit card divisions don't take theft of inheritance funds or charges on credit cards of dead people seriously. In NY it is a crime to do these things, it is illegal to steal from a dead person 's estate and the heirs ( doesn't matter if it's a stranger or an actual heir doing the thieving, it's still a crime ). 

In the state of NY, the total $ amount of ATM withdrawals against my mother 's account post death constitutes a felony.

Company response to consumer: Closed with explanation