Consumer complaint received 2017-10-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
Capital 1 XX/XX/XXXX XXXX XXXX I Went to my XXXX XXXX XXXX broker. 
He called XXXX to reach out to find out why checks were sent to XXXX XXXX and how the addresses got changed. To this day they have not responded to him or me. 
I have a bill from XXXX datedXX/XX/XXXX that is addressed to me and XXXX for the Homeowners # XXXX and Umbrella # XXXX policies with the following address : XXXX. XXXX XXXX, XXXX, NY XXXX. 
I have a bill from XXXX dated XXXX/XXXX/XXXX that is XXXX car insurance # XXXX addressed to him at : XXXX. XXXX XXXX, XXXX, NY XXXX. 
I have copy of a check fromXX/XX/XXXX from XXXX # XXXX addressed to the both of us at : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, NY XXXX. 
I have a copy of a letter for cancellation of coverage of policy # XXXX dated XX/XX/XXXXwith the address : XXXX. XXXX XXXX, XXXX, NY XXXX. 
I have a copy of a check from XXXX # XXXX datedXX/XX/XXXX addressed to the both of us at : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, NY XXXX. 
When I spoke to XXXX about these discrepancies they stated to me they implemented a new computer system the beginning of the year. I found that to be a strange answer to this constant changing of addresses. How do the bills and policies come directly to me but any checks go to an address not even listed prior on anything. I have been paying all the premiums with credit cards that have only my name and address. Yet when I wanted to move my 2 vehicles to another insurance agency I was told they had to call XXXX for his permission to do that. Even though my 2 vehicles are titled and registered to only me. Yet XXXX calls and changes addresses and I receive no call to alert me or ask my permission to change addresses on any XXXX policies or checks. 
XXXX I went to the XXXX post office which address is : XXXX XXXX XXXX XXXX, XXXX, NY XXXX. I met with the postmaster and showed him the checks that have the post offices address and my name on it. The post master placed an order to have any mail with my name on it sent back to its original origin. He also checked XXXX mail that was in post office box XXXX to see if there were any envelopes addressed to me. It was interesting to see that his mail was being held as of this date. Which means he was out to town. Interesting can not answer for missing money but has the money and time to go away on vacation. 
As of this date I went on-line as per the post master to make a complainant for mail fraud. I have a printed copy of submitting my complaint to the postal inspectors. 
I also made a complaint with the NY State Attorney Generals office on- line in regards to my incident with Capital 1 and XXXX . 
XXXX XXXX Phone call from XXXX XXXX employee number XXXX. Called to tell me there was nothing more they can do Case was closed would not transfer me to Executive Offices gave me the address to : Executive Offices XXXX Capital 1 XXXX XXXX, Va XXXX He would not transfer me to Fraud or Legal Department either. 
XXXX XXXX I called the XXXX number XXXX I was on the phone for XXXX hour and XXXX minutes XXXX I was transferred to XXXX in Executive Office in Capital 1 XXXX XXXX I was transferred to XXXX XXXX I was transferred to Is XXXX to XXXX I was transferred to XXXX He told me that again basically nothing can be done. They can not tell m about someone elses account. Eventually when they check the online app it might get fixed. This was not acceptable. Capital 1 cashed both checks deposits it one fromXX/XX/XXXX and XX/XX/XXXX. How long does this take? 
XXXX created a ticket number # XXXX. This ticket is suppose to notify someone in the executive offices or Security intake Center to  contact me within a business day. 
XX/XX/XXXX XXXX I called XXXX the fraud department for Capital 1 Bank. I spoke with XXXX in regards to ticket # XXXX. He put me on hold and then contacted the Fraud Team. 
XXXX I was transferred to XXXX in Fraud.  She looked up the ticket number and stated that they did not have this complaint. She was finally able to pull up images of the XXXX XXXX checks in question. I had asked her why no one has contacted me since XX/XX/XXXX. She had no answer. She now referred this check incident to a fraud team investigation team. I did explain to her I did make a police report with XXXX XXXX Police, NY and gave her the complaint number for that. I did also tell her my attorney XXXX XXXX did send a letter to XXXX XXXX lawyer XXXX on XX/XX/XXXX in regards to this matter. To this date no response has been received. She assured me that I would receive a call back, verified my contact number as XXXX by XX/XX/XXXX. If I receive no contact to call back at XXXX this is the direct number for the fraudunit. This telephone call ended at XXXX. 
XX/XX/XXXX Received a call from XXXX at XXXX. Callers name was XXXX. He called to tell me that Capital 1 will not be doing anything with regard to these checks. 
XXXX XXXX I called XXXX the Executive Customer service number. I keep getting switched back to regular customer service. This time by XXXX at XXXX, I get transferred to XXXX XXXX XXXX to be told there is no number for corporate Executive Customer Service Team, but I can write a letter to them. 
XXXX I now call the Federal Reserve at XXXX. XXXX from this agency recommends I call The Consumer Financial Protection Bureau at XXXX. XXXX showed me where to file this complaint.

Company response to consumer: Closed with explanation