Consumer complaint received 2026-05-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA

Complaint narrative:
Starting XX/XX/XXXX, I called capital one because of an email I had gotten from them stating that my account was under review. After checking my account, I noticed several checks with the amount of {$1200.00} and one other with the amount of {$1800.00} that had been deposited and then reversed. Two of the checks ( both with the amount of {$1200.00} ) were deposited into my checking account on XX/XX/XXXX. On XX/XX/XXXX another check with the amount of {$1200.00} was deposited as well as a transaction to XXXX XXXX for that same amount. On XX/XX/XXXX, another check with the amount of {$1200.00} was reversed, a check with the amount of {$1800.00} was deposited, and a transaction of {$1000.00} was made to XXXX XXXX. On XX/XX/XXXX, a check with the amount of {$1200.00} was reversed, a withdrawal of {$750.00} was sent to my savings account, and an amount of {$1000.00} was sent to cash app. In XX/XX/XXXX, an amount of {$10.00} was put in to my checking account from XXXX XXXX and a check with the amount of {$1200.00} was reversed. On XX/XX/XXXX, the check with the amount of {$1800.00} was reversed. I explained to capital one that I was not the one who deposited these checks and that I hadnt made a check deposit since XXXX of XXXX. I also explained that I did not recognize the transactions to and from cash app or the withdrawal to my savings. On the dates prior to XX/XX/XXXX, I hadnt checked my bank account and did not realize other fraudulent charges had been made before then until I received an email from capital one. Since then, there has been an ongoing investigation and both my checking and savings accounts are restricted. There is also a negative balance of - {$2800.00} in my checking account. All of these checks were from someone named XXXX XXXX whom I do not know of. I have called capital one many times each day since and have asked for updates on the investigation, but I keep being told that there is no time frame and that the investigation team will reach out to me when it is finalized. Capital one has also told me that their decision right now is to end the bank relationship and close the account, but still need to proceed with the investigation. I have asked multiple times if I can have access to the funds in my savings because I have bills I need to provide payment for. Capital one has told me that it if I need access to my funds from my savings, they need to deduct some money from my savings to pay the negative balance in my checking account and are holding me liable to paying it. I have explained to capital one that since I am not at fault for creating that negative balance, that it would be unfair to deduct the money from my savings. I am a victim of identity theft. An identity thief used my personal information without my permission to make a fraudulent transaction with Capital One Checking and Savings. Specifically, an identity thief used my personal information for the following transactions regarding the above account number : Type of transaction ( s ) : Existing Account Fraud The amount ( s ) : {$2800.00} Date of payment : XX/XX/XXXX Any other information available : Between XX/XX/XXXX and XX/XX/XXXX, an unauthorized perpetrator deposited several fraudulent checks into my checking account and immediately transferred the funds to an unknown XXXX Basis for Dispute : I discovered this activity only after receiving an automated email from Capital One regarding a negative balance. I want to emphasize the following points regarding the bank 's handling of this. I do not typically deposit checks of this frequency or volume. I am concerned that these funds were made available for immediate transfer to an external XXXX account despite being a major departure from my banking history. Technical Discrepancies : While Capital One states the IP address used matches my mobile device, I want to be clear that I never saw these checks, never authorized these deposits, and did not log into any unknown networks. I should not be held liable for funds moved by a third-party perpetrator. Requested Action : I am requesting that Capital One reverse the charges and restore the {$2800.00} taken from my accounts. The checks were from an individual unknown to me, and the subsequent " bounce '' should not have resulted in the loss of my personal savings. I also dont understand how I am at fault for someone hacking into my bank account and that it is capital ones security system that got breached.

Company response to consumer: Closed with explanation