Consumer complaint received 2019-06-11
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Step 1 : What is this complaint about? Being financially responsible for a fake check of another entity. 
This complaint is about me, the bank customer in good standing for over 10 years, having been deemed fully responsible financially, for a fake check ( mobile deposit, XX/XX/2019 for the amount of XXXX ). This was payment from a XXXX XXXX job that I was hired for. It was from XXXX XXXX Bank. This check that I received as payment for the work I did the previous week, I deposited via mobile app. Just to make sure that the check was good, I called the customer service call center of Capitol One 360. I was told by the bank customer service call center agents, was good and that funds were available for withdrawal upon on the date of XX/XX/2019 as well as from the call I made on XX/XX/2019. On my initial telephone call, I made it a point to voice my concern about this check possibly not being real. I HAVE done work for XXXX XXXX before, and all turned out well in the past, however, I was aware that not all these XXXX XXXX  jobs are real. I was also advised by another customer service call center person to take a picture of the check and to e-mail the picture of the check to their fraud department, which I did. I never heard back from anyone of that department nor any other department of Capitol One 360 Bank. Thus, I was under the solid impression that the check was good, and that I was free to draw upon it, as I was told. 
Step 2 : What type of problem are you having? My bank account is permanently closed, I had to open a new bank account elsewhere, and I am being charged the money, plus interest from Capitol One 360.  This has costed me money and much trouble with my bills. 
As it turned out, on XX/XX/2019, the check for the amount of {$2800.00} REVERSED. Capitol One 360 CLOSED my bank account and is now charging ME for the money loss from that check that I was told was good to withdraw upon! I had been a good customer for 10 years with Capitol One 360. They should NOT have told me that the check was good after I submitted an inquiry to them! I was NEVER gotten back to on any of it. I have called and called the Customer Service Department of Capitol One only to be put on hold or transferred to voice mail. I was told that I could not talk to anyone in the department team who could help me. I was told to leave a voice mail message. I have left whatever department that IS, several voice messages, with NO response back whatsoever.

Step 3 : What happened? Capitol One 360 reported me to the credit bureau as negative and caused my credit score to drop in its number. I can no longer bank with Capitol One 360, and they basically made ME the responsible party instead of going after the entity that was the fraudulent culprit. This is even though I contacted Capitol One 360 before the check reversed, making sure that the check was real. I was told that it was and that the funds are available. I even gave it time to clear just in case it was not. It is my belief that instead of taking this out on me, the consumer with good standing, to go after the actual party who issued the check to begin with! I want my bank account re-instated and any negative credit reporting made against me by Capitol One 60 REVERSED. 

Step 4 : What company is this complaint about? Capitol One 360 Step 5 : Who are the people involved? 
Capitol One 360 Customer Service Department, Capitol One 360 Fraud Department, and myself.

Company response to consumer: Closed with explanation