Consumer complaint received 2023-11-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
My name is XXXX XXXX XXXX I have Capital One 360 checking and savings accounts. My customer number is XXXX. The case reference number is XXXX. 

I am writing to complain to that Capital One 360 employees are in the process of closing all of my accounts because they are both XXXX AND IGNORANCE Here is what happened : I also have a Capital One credit card, and I used some of my credit card to buy things for a person I know named XXXX XXXX who lives in New Jersey. XXXX XXXX uses XXXX XXXX XXXX and has multiple investments with XXXX XXXX who is also a subdivision of XXXX XXXX XXXXXXXX. 

If you are an investor, you would know that you have an account manager. 

XXXX XXXX used some of his money in one of his investment accounts and authorized his account manager who is XXXX XXXX to send me a check to pay me. However, we are almost at the end of the year 2023, and with the latest technology these days now, bank users can also issue an email check through XXXX XXXX XXXX  and send an email-check out, the recipient then can print a check and deposit it like a printed check. 

XXXX XXXX sent me a email-check on XX/XX/2023. I successfully deposited it the next day, but Capital One 360 pended the check until Thursday, XX/XX/2023. 

On Tuesday, XX/XX/2023, XXXX XXXX realized that there was a mistake that the check came from the wrong account so he requested a charge back on the check immediately and that caused the check to reverse and bounced. XXXX XXXX immediately left me a message about this but I did not check and received his message until later at night. 

On Tuesday, XX/XX/2023, I received an email saying that there was an unsual activity on my account and all of my accounts are restricted. I immediately called Capital One 360 and talked to a manager but he is both XXXX AND IGNORANCE. I told him the truth that my person who I knew for years sent me a check, but he authorized his account manager at XXXX XXXX to send a check on his behalf through one of his investment accounts at XXXX XXXX. XXXX XXXX is also XXXX XXXX XXXXXXXX. However, the account manager XXXX XXXX uses XXXX XXXX XXXX to send me an email-check instead of paper check for faster service so I do not have to wait to get it in the mail. 

CapitalOne 360 employee did not believe me and told me that all email checks are scammed and that I created a high risk and Capital One 360 will close all of my accounts. I did not get the message of XXXX XXXX until late at night so I did not tell thar employee that XXXX XXXX did leave me a message that he requested to charge back the check. 

I would like to tell Capital One that this is almost the end of 2023. Capital One employees need to get updated. With the new technology, email-checks work just like paper checks because the mailer do not have to print the check out, waste money to mail it and the recipient ( in this case is me ) do not have to wait for it in the mail because it is a waste of time and deposit it. 

Also, XXXX XXXX realized that the check came from the wrong account so he immediately requested to charge back the check. 

I did not create a high risk with Capital One. It is totally not fair for me that Capital One 360 closes all of my accounts because your employees are not updated with the latest technology of banking.

Company response to consumer: Closed with explanation