Consumer complaint received 2026-02-12 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: CO

Complaint narrative:
Tuesday XX/XX/XXXX - went online to my capital one app to increase my ATM limit ( please note that we had to withdraw money a few months before but we had use got the new XXXX XXXX XXXX and mine of course wasnt working right and wasnt receiving codes right away but the next morning. So I went to a bank locally to withdraw the money needed which was {$2000.00}. I was told at this time I could go online of the ATM limit to any amount and there would be no issues ) went to increase limit to XXXX so son could buy his 1st car online the max limit I could increase was to XXXX which it was already set to so had to call capital one. Called after a lengthy conversation and explanation of what I was doing with MY MONEY it was approved to be taken out at the cafe in XXXX at XXXX XXXX. This was noted in my account Wednesday XX/XX/XXXX XXXX arrive at capital one cafe tell her why XXXX there. Moved money from savings to checking called yesterday they said I had to come here to withdraw. With a smile on her face and a quick pick up of the phone she says I just have to call it in and get the approval I say ok She gives them her ID number and they and then a long pause I hear her ask the the other person on the end on the line can u tell me why I looked at her and said there not giving me my money and she shook her head no. I lost it I looked at her and said thats my money!!! u cant hold my money from me I want a manager ( she didnt disagree with how i felt or how upset I was if fact she told me she was on my side and would file complaints against the person she just talked to and the one I talked to yesterday ) now here is the real kicker why wouldnt they release my money to me the reason they gave her THEY DIDNT GIVE HER ONE This is money I simply moved from my sons savings to my checking. Not money that was tied up by a cd or in any other way this was my money free money sitting in a bank. By the time the manger got to me I had all my accounts added up and told him I now wanted them all closed immediately XXXX ( I know this isnt a massive amount of money but to me it everything I even have 5 credit cards with them that I will be closing asap XXXX  the manger said he was on my side too and didnt understand what had happened and didnt blame be he called an upper manger she was baffled she didnt understand it either after 2 in half hours all accounts yes are closed I have to fight to not get penalized on closing my CDs early yes I understand. I shouldve been penalized, but considering the circumstances I felt I shouldnt.

I understand my situation was taken care of but our money is important to all of us and I dont or a second what this to happen to someone else. I was so scared my hands were shaking I couldnt stand still I had tears in my eyes my baby ( XXXX XXXX XXXX XXXX  ) is standing right next to me and what is supposed to be one of the most important exciting 1st moments in his life will now forever be tainted by mom in tears, and in fear. This is the bank I have used to put a little away here or there my daddy XXXX  and I put some away in a cd to let it grow. My sons saving have a great interest rate. I thought I was going good things as a mom. But for those 2 hours I thought maybe they were taking it all from me ( I knew they couldnt it mine money ) but in this world anymore you dont know. I dont want anyone else to ever have to feel or face what I did yesterday. And I hope capital one is help accountable if possible. Thank you for reading and your time

Company response to consumer: Closed with explanation