Consumer complaint received 2016-02-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On XXXX XXXX 2016, at around XXXX, I signed into my Capital one 360 checking account because I was filing my taxes and wanted to verify and insert my account number so that my tax refund will be direct deposited. I noticed that {$2500.00} had been withdrawn from my account that same day. I called the bank at XXXX XXXX and reported the issue. I told the representative I spoke with that I am not the one who withdrew the funds in my account. The representative advised me that he will stop all withdrawals from my account and open an investigation. I told the representative to hold on while I transfer {$120.00} into my joint account so I can use for gas while they investigate. The balance on my account before the withdrawal was about {$2600.00} and at this point, only {$39.00} was left in my account. 

I received a call from a representative in the investigation team the next day XXXX XXXX 2016. The representative asked me a few questions to confirm my identity. The representative asked me about XXXX deposits I made on XXXX XXXX and I confirmed that I made those deposits. The representative then told me that the person who made the deposit on XXXX XXXX was the same person that did the withdrawal at a Capital one bank in XXXX XXXX, XXXX. I told the representative that what she is telling me is impossible because I am in XXXX and I have been home the whole day with my father and children. I requested the video and the representative informed me that the bank will not be giving me the video and that I will need a detective to subpoena the video. The representative requested that I go give a police report and go into a branch, scan and send my drivers license by email. I did. This was a very stressful and painful process for me and the representative made me feel like the bank was partnering with the identity thief who withdrew the money from my account. I requested that a different representative should be assigned to my account and case. 

On Tuesday XXXX XXXX, 2016, I received a call from another representative who notified me that the bank has finished its investigation and concluded that I am the one who withdrew money from my account. She notified me that the bank will close my account and send me a check by mail. I was very frustrated and did not know what to do. I went online and was searching for resources that could help me. I was late on all my bills, my credit was affected, I received late penalties for my bills and was feeling very sick from XXXX and confusion. I finally called the State of XXXX Attorney General 's office and spoke with XXXX who was very helpful. He gave me some helpful links to report the issue and sent me information by email and mail on what to do in the event of identity theft. 

I am very disappointed in Capital One bank and the whole process. They really made me understand that they do not care about their customers. I checked the bank website and came to know that the XXXX XXXX XXXX in New Jersey opened at XXXX on XXXX XXXX and I called the bank from XXXX XXXX at XXXX XXXX on that same day. It takes 3 hours or more from my home in XXXX to the XXXX XXXX branch in XXXX, which means it is impossible that the person who withdrew the money from the account was me, even if the withdrawal happened at the same time that the bank opened. I requested a confirmation from my phone company, XXXX, and it is being attached with this report. I am also attaching the police report and the email I sent to the investigations team. Capital One Bank should apologize to me, refund my money and compensate me for the pain and suffering they have put me through. Please let me know if you have any questions.

Company response to consumer: Closed with explanation