Consumer complaint received 2019-06-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX a check in the amount of {$35.00} was presented as an EFT to my Capital One 360 Checking Account from XXXX. This charge was unauthorized. 

The history behind the transaction is that I previously held a XXXX Checking and Checking Plus ( credit line ) account for nearly ten years. Due to a dispute with XXXX, I closed out both accounts in XX/XX/XXXX and made regular monthly payments, scheduled to be deducted on the XXXX of every month to pay off the Checking Plus balance. On XX/XX/XXXX, I made the final payment on the account in person at a XXXX branch, bringing the balance to {$0.00}. I followed up on that transaction by calling XXXX to ensure that there would be no further deductions from my account. I was assured that there would not be and was advised that it was not possible for their system to initiate because there was a {$0.00} balance. I accepted this as factual. 

Despite being assured there would be no further deductions, on XX/XX/XXXX, XXXX sent another EFT for {$35.00} to my Capital One 360 account. After contacting XXXX, I called Capital One to file a dispute. I provided the relevant information regarding the history of the charge and let the representative know that XXXX stated that they would be sending me a check for the deducted amount. My true concern, however, was ceasing any further deductions by XXXX. I was told by the Capital One representative that there was no 'real ' way to block XXXX from the account ( not accurate ) because they were using an EFT and the 'numbers could change ' with each initiation. The representative mentioned that there could have been an adjustment period for XXXX 's system since I made the final payment mid XX/XX/XXXX. This seemed plausible and since XXXX was amenable, I did not move forward with the dispute and a week later, XXXX refunded the charge and also sent a paper check in the amount of {$35.00}. 

On XX/XX/XXXX, another EFT in the amount of {$35.00} was deducted from my account by XXXX. This time they refused to assist and suggest I file a dispute with my bank. I filed a dispute with Capital One and they refused to investigate the transaction or even reach out to XXXX, stating that it 'appeared ' legitimate. I brought to the attention of XXXX, the security representative at Capital One, that this is not standard practice for an institution to refuse to investigate or to refuse to contact any merchant regarding a disputed transaction and in doing so, they are jeopardizing the security of my account. He responded with defiance and indifference and insisted that they had no obligation to contact XXXX, that was for me to do, and ultimately they will not be following up. He noted that I was more than welcome to close out the account and open another one,  however I declined and instead wish to terminate my relationship with Capital One once this matter has been resolved. XXXX eagerly closed two of my savings account and advised me to call back once the pending transactions in the Checking Account were completed and he will close that one out as well.

Company response to consumer: Closed with explanation