Consumer complaint received 2019-04-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Fraud or scam

Complaint:
Greetings, During the month of XXXX, I deposited two checks by two persons who were purchasing my furniture and a pair of shoes on the websites, XXXX XXXX XXXX. Upon receiving the cashier 's checks, I used Capital One 's mobile deposit to deposit my checks and days later I received an email from Capital One saying the checks were cleared and I should destroy the checks, which I did. I then proceeded to pay the movers for the transfer of the furniture and to collection of the shoes, since the money was in my account. Less than three days later I receive a call from Capital One indicating the balance of my account and that both of the checks were fraudulent and my account was being close. 

Subsequently, I was charged the amounts that I had payed the movers via XXXX on the Capital One mobile application and days later, Capital One discounted the amount I payed the movers from the fraudulent check from my personal funds. XXXX indicates in 1-3 business days whether or not the funds had been transferred. During that time, I received a call from Capital One about the transaction and asked them to cancel that transfer. They said that one transfer was pending and the other had already been processed and that there was nothing they could do. I insisted that two claims were filed, one for each XXXX transfer. Capital One said that there was no way they could know if I had kept the money and were resistant on filing the claims. I managed to file the claim with them after three, very, long phone calls. The following days were very confusing. I received no news from them, when I called they said that they would email me and send me messages through their portals ; I got nothing. Two bank representatives then told me that they were ending their banking relationship with me for fraudulent activity and that my account would remain frozen until the claims had been processed. I called again and was issued a new debit card without my authorization and was offered the chance to open a new account. 
I explained to them that I did not understand what was going one and that I did not have any money as they had a hold on my account. I went in person to a branch in XXXX XXXX XXXX where I received an apology from a bank representative as she reopened the claim. One week later, the provisional credit was removed from my account and the account remained frozen, the hold still had not lifted. I called and was told the claims had not gone my way and I asked for my account to be closed as I no longer wanted to bank with them after I was basically called a thief and thrown out of the bank. 

I am appalled at the lack of customer service and inaction I have received from Capital One. They froze my account for more than a month and quite literally kicked me out of their bank once I claimed that they help me get back the funds from my personal account. I made several phone calls to the company and, once I was told my claim was being processed and " going my way '' I confided in them to solve my issue. It did not happen and I am out almost {$3000.00}. 

If you have any questions I would be more than happy to cooperate, as I have receipt from email conversations among other evidence. 

Thanks in advance, XXXX XXXX

Company response to consumer: Closed with explanation