Consumer complaint received 2015-10-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
This is the letter I sent to CapitalOne360 regarding their refusal to correct my Checking Account statement. Long story short, my statement shows a transaction with incorrect check number of XXXX XXXX XXXX ) when in fact the check number is XXXX. The place the blame on the bank that cashed the check XXXX North Carolina XXXX Employees XXXX XXXX XXXX. 
-Begin Letter -Date : XX/XX/XXXX2015To : OFFICE OF THE PRESIDENT - CAPITALONE 360From : XXXX XXXX XXXX CHECKING CUSTOMER - ACCT # xxxxxxxxxxxxTo whom it may concern, I currently hold a Capital One 360 checking account with you. I recently reviewed my checking account transaction history online for the month of XXXX and noticed an anomaly with a particular check I had written for a business expense in the amount of {$90.00}. The check shows as check number XXXX and had no image associated with it. This check 's actual number is XXXX. I called Capitalone360 customer service to notify them of the error and to request that the check details in my online checking transaction history be corrected. I was told the details could not be corrected at that time, but I could get a copy of the check through secure message. I received a copy of the check in PDF format which I appreciated. However, my checking account statement for XXXX documents the incorrect check number of XXXX XXXX XXXX XXXX. 
Today, I called Capital One 360 customer service to see if they could correct the check details in the transaction history. I spoke with Supervisor XXXX XXXX Employee ID # XXXX XXXX whom reached out to the check receiving department on my behalf to see what they could do. After a long hold, I was informed that the check details could not be corrected and that check # XXXX could not be changed to XXXX. The explanation was that when the bank that cashed the check XXXX XXXX XXXX sent the cashed check to capital one, XXXX entered in the wrong check number which in this case is XXXX. I was told that Capital One policy dictates that check detail information received from the bank that cashed the check had to stay intact in my online transaction history and also on my checking account statement even if that detail information was inaccurate. 
I posed a hypothetical scenario XXXX. What if the Bank that cashed the check incorrectly coded the check number as XXXX? Since Capital one policy requires that information be kept intact when reflected in my transaction History and my checking account statement, would n't check # XXXX show up on my statement and transaction history? She agreed that according to policy, yes, XXXX would incorrectly show up on my statement as well as transaction history. I then asked that since Capital One policy states that statements ca n't be corrected, would n't I be stuck with a Bank statement that showed incorrect information for that hypothetical check transaction where check XXXX showed as check XXXX. She agreed that It would. This hypothetical situation is no different than the situation I am in now. Whether it 's check XXXX or check XXXX, the fact is that the transaction detail is wrong and I do n't have accurate documentation for my business transaction on my Bank statement. I explained the importance of accurate documentation for business expenses and Tax/IRS issues and requested that I receive a corrected statement showing check XXXX instead of check XXXX. I was told that CapitalOne policy prohibits statement corrections. 
I am very disappointed that your policy prohibits me from getting a corrected statement showing the correct check number and also prohibits correction of online transaction details. The only documentation regarding this business expense is a scanned copy of this check. Unfortunately the check does not correlate to my XXXX Capital One 360 checking statement since the statement is incorrect showing check number XXXX. 

I am requesting a change in the Capital one policies that disall

Company response to consumer: Closed with explanation