Consumer complaint received 2022-08-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Fraud or scam

Complaint:
XX/XX/2022 XXXXXXXX XXXX Capital One sends me an email confirmation which they had received my check of {$1500.00} via Capital One Mobile deposit. 

XX/XX/2022 XXXX XXXX Capital one sends me an email that my check has been deposited. I received {$300.00} on XX/XX/2022 and ; I received the remaining amount of {$1200.00} on XX/XX/2022. 

XX/XX/2022 Two months later, Capital One withdraw {$1500.00} from my checking account claiming adjustment debit- check deposited twice. I usually receive an email regarding any withdrawals from my checking account which I did not received prior XX/XX/2022. 

XX/XX/2022 XXXX XXXX I received an email from Capital One stating my recent transaction took my account below {$0.00}. I believed it was my XXXX bill until I saw the check deposit adjustment. 

Im going through my XXXX and XXXX statements and I only see that I received the check once. 

I called Capital One customer service at XXXX XXXX. The first representative I spoke with me said the check was deposited twice and it was deposited at XXXX XXXX XXXX. I do not and never had an account with XXXX XXXX XXXXXXXX. My check was originally from my employers bank XXXXXXXX XXXX. I was transferred to another representative and I was told I had to wait 48 hours for a response from the escalating team. The representative said I would have to call back to find out. I asked for a case number and the representative said I do not receive a case/reference number. Everything would just be under the notes in my account. This call was 34 minutes. 

XX/XX/2022 XXXXXXXX XXXX I called back and a Capital One representative explained to me I would have to get in contact with my employer to find out where the check deposited it to first. The representative explained she can not she where, when, or how the check was deposited twice. 

XX/XX/2022 XXXXXXXX XXXX I contacted the bookkeeper from my job via text. I forwarded my emails from Capital One about my check to her. She went to XXXX XXXX and from the document of the check she sent me. XXXX XXXX only deposited the check to Capital One. She explained to me I would have to speak to Capital One to initiate an investigation because at this point, its check fraud. 

XX/XX/2022 XXXXXXXX XXXX I called Capital One again and this call lasted for 37 minutes. They redirected me to speak XXXX XXXX because Capital One could not receive the information about the check whereabouts before my deposit. 

The bookkeeper told me to go to a Capital One Branch in person because the customer service on the phone is not helping me in any way. I decided to make an appointment at local branch for the next day. 

XX/XX/2022 XXXXXXXX XXXX I discussed the check situation with an associate and I was explained that I needed to speak with XXXX XXXX XXXXXXXX in person. The associate said I was being held liable because someone deposited the check before me at XXXX XXXX XXXXXXXX. She couldnt tell me the time, when, how, or who deposited the check. She also warned me they may not be able to release the information because its a XXXX XXXX XXXXXXXX customer. 

I called Capital One again because I wanted an email to show XXXX  XXXX XXXX about this situation so I wouldnt look crazy when I go. Capital One said they couldnt send an email in that regards and since it was not an actual case with fraud department. 

XX/XX/2022 XXXX XXXX I received an email about my concern about the situation on XX/XX/2022 at the local Capital One branch. The email implies the same information I received about the check being adjusted back on XX/XX/2022 from their research. 

XX/XX/2022 Around XXXXXXXX XXXX- I go to a local XXXX XXXX XXXXXXXX and a manager told me she could not help me since I was not a XXXX XXXX XXXX client. I was also told that Capital One Fraud Department is supposed to investigate this type of situation. 

XXXXXXXX XXXX- I called Capital One again. I went through the same routine of being transferred and being told of the same repeated information. No progress was made. I asked the manager on the phone who could help me. I asked on how I could get in contact with Fraud Department. The Manager said the fraud department of Capital One does not speak with customers. They only investigate from notes or emails sent from the Escalating Team of Capital One. 

I called the Federal Reserved because the next step will be a police report statement. 
This problem has been occurring for 3 weeks on Wednesday of this week. I need Capital One to do their part.

Company response to consumer: Closed with explanation