Consumer complaint received 2018-08-20
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:
Recently, I became the victim of a scam while attempting to sell a piece of furniture on XXXX. While I do not dispute this fact, I believe Capital One shares some responsibility in this loss given my experience described below. 

On XX/XX/XXXX, I received a check for the sale of the furniture plus associated shipping expenses. I promptly deposited this check into my Capital One 360 checking account and within a few hours I received a notification from Capital One ( attached ) stating that the check had been successfully deposited, and funds would be fully available the following Monday ( XX/XX/XXXX ). Given this confirmation, I assumed this check was valid and I went ahead and sent a XXXX payment to the shipping service as instructed to by the buyer. The funds posted into my account as expected on XX/XX/XXXX, however, this deposit was reversed the following business day ( XXXXXX/XX/XXXX ), without any notification from Capital One, until I received a letter in the mail more than a week later explaining that this check had been fraudulent. 

Upon realizing the funds had been withdrawn I immediately stopped by my local capital one branch at XXXX XXXX XXXX in XXXX, XXXX After describing my experience to the teller I was told they would be unable to assist me in-person and that I should call Capital Ones fraud department for assistance. After speaking with a representative from the fraud department over the phone, I was finally able to report this activity. A few days later, on XX/XX/XXXX, I received an electronic notification ( attached ) from Capital One, stating that they finished investigating the transaction and my account would be credited back in the amount of the XXXX payment. 

Then on Thursday, XX/XX/XXXX I received a call from the investigative team at Capital One. After explaining my story, this individual told me that the previous letter was sent in error and that Capital One was holding me responsible for this loss and that they would be withdrawing the amount previously credited. When I explained that this XXXX payment was made based on Capital Ones confirmation that this check had been successfully deposited I was told that this was an automated e-mail that everyone gets regardless of if the check is valid or not. If that is the case, then why does the e-mail say in bold go ahead and destroy your check. Every time I questioned this individual was told it was a privilege to bank with Capital One and that they can could choose to end my relationship with Capital One. 

I have had a ten-year relationship with Capital One and have always been extremely satisfied until this recent experience. I trusted Capital One with my hard earned money and when they confirmed that this check had been successfully deposited I assumed this check was valid. I understand that I got scammed but this wouldnt have occurred if Capital One had not confirmed this deposit was successful, because of this I hold them responsible for my {$1700.00} loss. 

Additionally, their inconsistent communication on this matter is deeply troubling. First they confirm they have found in my favor, credit my account and then turn around and say that was all in error? Our entire financial system today is based on trust, the trust that our money will be available when needed. I trusted them when I sent a XXXX payment for {$1700.00} based on a check that had been successfully deposited and I lost {$1700.00}. I trusted them again when they said they found in my favor and credited my account back for the {$1700.00}, but that too provided to be incorrect. Clearly, this financial institution is not worthy or my trust, and I suggest anyone reading this complaint choose not to trust them either.

Company response to consumer: Closed with explanation