Consumer complaint received 2025-02-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA

Complaint narrative:
My linked external account is XXXX to this bank. I made a transfer of XXXX from XXXX  to Capital one. On XX/XX/XXXX. A couple weeks later I went to access those funds and it was no accessible. When I contacted Capital one they said I can not currently access my funds because my XXXX  account could not be verified. The manager I spoke to gave me no direction, solutions, or answers. I asked her how long will it he on freeze, what can I do to solve the issue. She just told me I can't use XXXX  because my previous transfers from XXXX  to them had insufficient funds. In my defense I had reoccurring withdrawals from my paycheck but because capital one takes a long time to process withdrawal transfers other bills came out so by the time they try the transactions those funds are no longer available. If the conversation is recorded please listen to how the manager made it seem like the issue was because XXXX  is a 3rd party bank and my account can't be verified. She also offered me no direction or solutions. 
I reached out to XXXX  after that phone call. XXXX actually took the time to explain things to me and said capital one could of asked me for a bank statement to prove my account with XXXX. XXXX  put in a dispute and helped me get my XXXX deposited back into XXXX account. I still have money in my capital one account and wanted to withdraw it all and close the account. So I made a transfer from cap one to XXXX of XXXX. That was processed and recieved. A week later i tried to make a purchase at XXXX with the remainder of my funds of XXXX bu it kept getting declined. So then I decided to just try to empty out my account by using cardless atm but it wouldn't let me. So I contacted capone and said I don't have my debit card and it won't let me access my card info online not allow me to make cardless atm withdrawal. The lady said that it shows I was on a new device n she will write a note that I did get a new phone, etc. Days go by and i try to log in my account and it says my account is locked to too many failed XXXX in attemps. Which is not true. So I wanted them again and the lady said I was told I can't use XXXX  and they are closing my account and my check would be mailed after the investigation of unusual bank activity. That was on XXXX XXXX. 
Today on XX/XX/XXXX I contacted them again and the man stated I was already told t it's on investigation and they will mail me a check with address on file. I asked how long does that take and he told me he don't know. He couldn't give me a estimate or an update. He just kept saying I was already told. I explained to him this is causing me a hardship I need those funds immediately and if there's any way to expedite it. 
I need my remainder balance of XXXX immediately. I also am requesting can they not mail it and just transfer it to the XXXX  account. I need access to that money immediately and also I can't trust that the check will make it in the mail then I would have to wait XXXX to have them reissue a new check and trust it gets delivered again. 
Capital one never offered any solutions nor XXXX anything to me. They misrepresented the issue of the holds as if it's because my account couldn't be verified where I could of shown a bank statement. I have proof in the past I did many transactions between both banks and never. they also made XXXX access to withdrawal my funds almost impossible unless I do a transfer. I coukdnt access cardless atm nor is there a physical branch located near me. They coukdnt give me any direct answer of why I'm investigated and was told my check would be mailed when my account closes. I also was told in the same conversation my account is already closed. Also when I try to log in in stated it's lcked for too many failed XXXX in attemps which is not true, I use my thumb print to log in. This is causing a major hardship on me and having it mailed is only making it worse. 
The best option is to transfer the remainder of my balance to my XXXX  account immediately them close my account.

Company response to consumer: Closed with explanation