Consumer complaint received 2023-05-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
On XX/XX/XXXX, I deposited a XXXX check from my Grandfather in the amount of {$2000.00} to my Capital One checking account. A week later, on XX/XX/XXXX, Capital One deducted that {$2000.00} and told me they returned the money to the originator 's account at XXXX. However, that money has not gone back to XXXX. Capital One has kept the {$2000.00} due me and will not account for the funds. 

I first noticed the issue in XXXX, and I contact Capital One to lodge a complaint and file an issue. I told them I am not demanding the money be given back to me- I can ask for another check - but that I merely need the returned check to be returned properly to XXXX and for them to send me documentation. A week later my account was noted to say that " the check was returned because of this reason '', but they failed to account for the funds. I took them at their word that the money would be placed back, and didn't notice again until XX/XX/XXXX when I visited my grandfather and asked for a new check. He told me it hadn't been refunded, so we visited a bank together and sure enough that money was never given back to XXXX. I called Capital One again to re-raise the issue, and was told the money was sent back. I told them this is verifiably untrue, and they told me they would get back to me. I called a few days later and had a different person tell me Capital One " never actually cashed the check so they didn't have the money '' - this is of course entirely untrue. The next day I received an email from Capital One stating that the check was returned, but without evidence of the money being returned to XXXX. I called one more time but they are unwilling to help further are steadfast in their desire to keep my money. 

Now, I have the actual check as cashed by Capital One, with a Capital One deposit number, and evidence it was in my checking account for 7 days. I have confirmation from XXXX bank the check was cashed by Capital One. I have documentation from Capital One indicating they cashed it. What I do not have is an accounting of the money after it was debited from my checking account. It is still not at XXXX bank. As a matter of course, we filed a dispute with XXXX that on XX/XX/XXXX was rejected for being filed too late, but that rejection letter also indicates the money has not been returned to XXXXXXXX XXXX 

What I am asking for, now, is that {$2000.00} to be given back to me in my account immediately. Capital One has, effectively, stolen money from me and used their inter-company procedures to stonewall, lie, and obfuscate the money in question. I am submitting this complaint as a last resort measure before I take them to small claims court. 

INCLUDED IN MY SUBMISSION : 1. my account statement, showing the check deposit, the removal, and current balance reflecting my check being removed 2. an email from Capital One informing me the check deposit was successful 3. an email from Capital One telling me why they said they returned the check, 3rd piece of evidence showing they did in fact cash it, without any indication of the money in question 's location 4. An image of the back of the check showing Capital One cashed it 5. A letter from XXXX denying the dispute, indicating that {$2000.00} has never been returned to the bank.

Company response to consumer: Closed with explanation