Consumer complaint received 2022-02-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Complainant states that on XX/XX/2022 an individual or entity unknown to complainant withdrew {$1200.00} from complainant 's checking account - one of three accounts at Capital One, N.A. held by complainant residing in XXXX, MD. 
In the course of regularly reviewing this specific checking account online, complainant on XX/XX/2022 saw the withdrawal, described as " check payment '' with a preprinted check number that complainant had already written to a life insurance company for {$1600.00}. An image of both the front of the legitimate check as well as the back of the check is fully shown after said check had been deposited by the insurance company and is clearly documented in Capital One 's online banking system. 
Unlike all other check withdrawals from complainant 's said checking account, Capital One 's online banking system contains NO IMAGE of the purported same numbered check for the {$1200.00} amount. 
Since XX/XX/2022, complainant has contacted Capital One, N.A. at least 5 times to alert the bank of the undocumented, unauthorized withdrawal of {$1200.00} and requested the misappropriated funds be immediately restored to complainant 's checking account. 
None of the more than XXXX Capital One employees with whom complainant has spoken could identify the person or entity who or which withdrew the {$1200.00}, nor could they produce any image of the so-called check or otherwise provide any explanation of the withdrawal or even explain the absence of any online image. 
Complainant has repeatedly demanded that the misappropriated {$1200.00} be immediately restored to complainant 's checking account. That demand has yet to be fulfilled. 
Since XX/XX/XXXX, Capital One 's various employees have said that the withdrawal is being reviewed and/or investigated by other Capital One employees variously labeled as " customer service research, '' " dispute '' or " investigative teams. '' At least two case numbers have been assigned to this matter. 
All of the repeated three to ten day periods Capital One employees said it would take to complete its investigation have come and gone with no restoration of complainant 's {$1200.00}. Nor has Capital One EVER contacted complainant/customer of more than 30 years with Capital One to advise complainant of the results of Capital One 's investigations. Complainant has had to initiate every inquiry. 
One of Capital One 's employees verbally acknowledged that the negligence or malfeasance was the result of an individual " ... presenting an image of a check with the information being put in incorrectly... '' and that the check was " ... processed incorrectly. '' That acknowledgment, however, did not lead to any restoration of complainant 's funds. 
Banking with a financial institution requires that the customer entrusting funds to that entity have confidence in the integrity and security of said institution. Capital One, N.A. 's slogan is " What in your wallet? '' In this case, complainant asks " Who's in my wallet? ''

Company response to consumer: Closed with explanation