Consumer complaint received 2018-06-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Thursday, XX/XX/2018 I deposited a check threw the mobile app on my phone. The next day I called to see if my bank would release {$100.00} of the deposit. I was asked several questions about the check, how I obtained it and also many unusual questions to identify myself. I had to enter my PIN number on my phone keypad and an error would come back saying nothing was detected. I would drop the call and have to call back waiting almost an hour till I got to the final destination they were sending me. About 3 times dropping calls and many hours on the phone an associate informed me the account holder on the check was a woman that was deceased in XXXX. I was referring to the account holder as a man because that's what I knew. I was told that the check was stolen and that my account had been marked for fraud and the bank had made a decision to close my account for the fact they no longer wanted a business relationship with me. I told the bank that I had nothing nor any idea that there was anything wrong with this check that I deposited. I ask the associate how next time I could avoid being in the situation. He told me that I can take a check to any Bank and anybody that was in the banking business for any length of time would be able to see that the check that I received was fraudulent. He told me that if I shouldn't call the person that passed me the check rather just go file a police report. After getting off the phone I called the person that gave me the check and told them what I had been told by my bank. I was then given the number to the account holder who wrote the check and I called him. He is an XXXX your old man who lost his wife in XXXX and these checks with just her name on them he was trying to use. The account was joint up until she passed. he told me to call the branch that he normally goes in and speak with XXXX or XXXX and they would confirm that the check is just fine and that his dog XXXX in him have been in that bank many times. The women in there give XXXX his dog treats. I called the bank like he suggested that I do spoke with XXXX and she confirmed. She told me to bring the check into the branch and they would take care of it. I then called a XXXX number for check verification and verified that the account would clear a check for the amount that it was written. I then called and apologized to the people that I had accused of being thieves frauds and Liars. I then called my bank back and spoke with the highest level manager there told him what happened. XXXX this manager repeated over and over again what the note on my account said that the bank had ended its business relationship with me. I asked when the funds in my account that they have closed would be mailed to me. Since Friday I still have not gotten an answer to win my funds will be mailed to me. I contacted the branch on XXXX telling the story. And was told that my information was passed on and being looked at. No one has ever apologized to me for falsely accusing me and no one has a desire to give me a time when my money will be returned. I have been a customer for five years and my account has always been in good standing. No overdraft fees and not in the negative. It's my understanding that since I have been marked as fraud with this account it will follow me. I have most of the conversations recorded once I realized what was going on. The check that was in question was for the amount of {$1.00}, XXXX the balance that was in my account before this deposit was {$2.00}. XXXX. I pulled deposits for the last 15 months and all of the deposits with the same account were available the next day. Even if I deposited a check on Sunday it was available Monday. And all these deposits were for a similar amount.

Company response to consumer: Closed with non-monetary relief