Consumer complaint received 2022-11-17
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: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
XX/XX/XXXX I recently moved up north and was in the process of switching over to capital one bank. In the transfer process, i was directed by a bank employee that everything was done over the phone. 

As im setting up the app and initiating a transfer, i was notified that once the transfer goes through that i will receive an email confirming said transfer and it could take up to 3 days to go through following. 

I transferred over {$2000.00} as an initial sum, but did not receive an email. Mind you i only left XXXX in my XXXX XXXX XXXX just to transfer over. 

When i didnt get an email, i figured oh something must have happened where it didn't work, thus, i transferred over a lesser amount of {$1700.00}. 

I received an email following the latest transfer of XXXX and thought all was well until three days later when my available balanced read {$3700.00}. 

on XX/XX/XXXX I immediately called the banking institution and admitted that i did not know both transfers would go through and the customer service rep at that time advised that kicking one back should solve the issue ( all on a recorded line ). They advised that the XXXX transfer was the one to be kicked back which would reset everything. 

I thought everything was fine until the date of XX/XX/XXXX when i noticed that there was a negative balance of XXXX in my account under available funds. I immediately called up and asked for an explanation as to why an additional XXXX was deducted from my account without my prior knowledge. Only after speaking with 6 different people and it wasting 3 hours of my life on a phone, they admitted it was my XXXX XXXX XXXX fault. 

I called my XXXX XXXX  up and advised them of the situation, they immediately went right to work while i was on the phone and emailed me documents proving that it was not initiated by them and that it would be against their code of ethics to do such a transfer or exchange of money without notifying me first. 

XX/XX/XXXX I called the other financial institution back and advised them that i had proof that it was an error on them in which they advised that they still couldnt help me because that XXXX was now on hold til XX/XX/XXXX, I asked what will happen with my balance as it stands at XXXX, they advised that if we wait that everything should clear itself up ; it did not. 

XX/XX/XXXX my available balance was now at XXXX, and the financial institution still could not tell me how or why they deducted XXXX from my account, i even offered the idea to just kick back all transfers and we would start anew, they legit told me no, i can not do that. One rep advised that they did make a mistake as well as an account specialist at the physical bank i live right next too. I was again told to wait, after my XXXX was now dissolved into this ghost sum of money in the XXXX. XXXX XXXX fraud in my eyes as i had money taken from me after an error and after they tried to push the blame on myself and my XXXX XXXX XXXX.

I was advised that this would be an easy fix and that eventually i will receive a positive XXXX $ in my XXXX XXXX XXXX and i can just submit that back over to this financial institution once it clears. nearly a month later and nothing. I have called several times and all im told is my case is on going. I have called and had notes added to the original case that was supposed to be added in the first place ( things i was told were added, that were in fact omitted and that i was lied too ). In my opinion when matters such as this involve a large sum of money, i was told 3 different stories and i was the one to really offer any logical solution that was turned down, misled, lied too... 

I have direct deposits and everything else i have to try and change before more money is taken away from me because of this negative balance that they created. I do believe these acts should not go unpunished and that this financial institution be audited because who knows who else this has happened too and just gets swept under the rug and covered up. 

Missing {$1700.00} has been severely detrimental to me and my finances especially when i already closed my XXXX XXXX XXXX with the assurance from the new financial institution that opening an account online is the easiest thing to do. 

Its a lot to process, im aware. 


Key points : New bank generated a ghost sum of money XXXX New bank gave false information and lied to me about Bank stole {$1700.00} from me based on the XXXX they generated in my account Please help me with this i just want a working bank account again, i have accrued a large tab on my credit card because i have not been able to use my checking account as a result of the new financial institution. 

Thank you so much XXXX XXXX

Company response to consumer: Closed with explanation