Consumer complaint received 2022-09-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Capital One Bank allowed our accounts to be hacked, for nearly everything we had. My mother and I had a joint account that was hacked and two of her individuals accounts were hacked. We found out about this hacking on XX/XX/XXXX of XXXX. Capital One has not been helpful. There are numerous suspicious things occurring within the accounts that the bank is now, in my opinion, trying to cover. 
In total the amount is about XXXX, but the bank will not allow me to make the claims from XXXX. 
I asked for months on end, what is Paper Check Clearing? What is Other? These are descriptions in the transaction histories, the one I can view. No one in months answered either of these questions. By the way, there are no vendor names on said checks that were sent out of these accounts. 
Granted we have gotten some of the money back, but in my opinion this is an inside job for the following reason : I filed with the OCC regarding the Paper Check Clearing and Other, being unable to view the checks, and no vendor names. The bank also allowed amounts of over XXXX dollars go with SIGNATURE NOT REQUIRED. Twenty years of banking with Capital One and we never engaged in such a process, nor did we ever give permission for any one, any vendor to act as authorized signatory. 
There are too many dates to list here. I was spending hours and hours a week looking for answers to these questions. 
We were given the paperwork to close the accounts out, apparently this paperwork was lost, throw out, what have you ; it was never processed. 
In my opinion, Capital One did everything it could do too make the process more tedious and trying. 
After Filing a complaint with the OCC regarding Paper Check Clearing and Other and no vendor names, some one at the bank changed those descriptions of Paper Check Clearing to check payment or other. Now, I can not change that in the banks system, only someone at the bank could do that. It was changed 24-48 hours after filing the complaint. 
Also, the bank would not let me boiler plate the claim forms, which are very poorly constructed. I had to hand write over XXXX. Adding insult to injury the final question is basically why are making a claim to get your money back? condescending. 
I get a call from XXXX from the president 's office. She was great ; however, she just kept repeating " I don't see that verbiage '' regarding Paper Check Clearing. I kept trying to tell her someone in house changed all that after filing with the OCC.

Regardless, the bank failed us every step of the way. We should have been given the right information from the start and all the information : not bits and pieces, or the wrong information. 
If you want to see what is going on with the Paper Check Clearing that the bank is trying to hide, I put them on XXXX XXXX  : Capital One is NO FUN.And that is just a few of them. 
As I said there are so many dates upon which were hacked. I still have to do my mom ; s personal checking account. Mind you, the paper Check Clearing was also changed in that account. I am behind in this process due to having had a XXXX XXXX. 
It seems to me that there is NO COMMUNICATION AT THIS BANK. How are we to pay off thier credit card, when some one has been stealing all the money. That card is mostly intrest at this juncture. ( sorry about the poor typing, I can not find my glasses and I am in pain

Company response to consumer: Closed with explanation