Consumer complaint received 2019-03-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I received a phone call stating they were an officer from the XXXX County Police Department ( number was spoofed to seem like it was coming from the XXXX County Police Department ) and my information had been used in connection to a drug trafficking/money laundering case down in Texas. They then stated I would be transferred to the Social Security Office for further details. The next person I talked to claimed to be Agent XXXX XXXX stating that since my identity has been compromised and will need to be issued a new social security office. However, they said before they could proceed they needed to hold the money in my account and it would be reimbursed after the case was settled. I was instructed to go to the bank and wire the balance of my accounts to the attorney general ( account name XXXX XXXX XXXX at XXXX XXXX XXXX to account number XXXX and routing number XXXX ). At capital one I wire transferred {$30000.00} to that account instructed - during the interaction no questions or concerns were raised by the employees at capital one. 

XX/XX/XXXX evening I realized that this call had been a scam when i called the XXXX county police department and was informed that they had no record of my case. I immediately called capital one around XXXX and reported the fraud. I was assured that I would be able get the money back and the bank takes fraud very seriously. At the time the transaction was still pending however I was informed that I would have to wait until the charge posted to be able to call the fraud department and officially file a case and I was not notified of the urgency of which these actions needed to be done. 

XX/XX/XXXX at XXXX I called the fraud department and the representative assured me that I would be able to get my money back and they stated that a wire reversal request and fraud investigation request would be submitted. However they were not able to give me a claim number at the time because the paper work had not been processed. 

XX/XX/XXXX around XXXX I went to the capital one branch in XXXX to open new accounts and place my old accounts on hold to get ready to close them. During this interaction the bank employee called the fraud department to place our accounts on hold and at that time he was told to inform us that it is not guaranteed we would be able to get our money back because if the money was removed from the account it was wired too, there was nothing they would be able to do to retrieve the funds. 

XX/XX/XXXX around XXXX I was able to speak to XXXX the supervisor of the fraud department in which we were informed that we should not have been initially told I would get the money back and that the wire reversal request and fraud claim still had not been processed - at the time we still did not have a claim number at this point. 

XX/XX/XXXX around XXXX I spoke again to XXXX who stated that they had spoken to XXXX XXXX XXXX and the funds had already been removed so there was no way to recover the funds. At this time a claim number had been generated but we were informed an investigator was still not assigned. 

XX/XX/XXXX around XXXX I called the fraud department to follow up on my case and was informed that the notes in the account stated to inform me that the funds had been removed from the account and could not be retrieved and the investigation had been closed XX/XX/XXXX

Company response to consumer: Closed with explanation