Consumer complaint received 2024-10-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
I have had a checking account, a savings account, and XXXX Capital One credit cards for years. 
On XX/XX/XXXX at XXXXXXXX XXXX XXXX, XXXX from Capital One contacted me from an unknown number, XXXX. The message, which went to voicemail, said that she wanted to discuss a recent account activity and left the number XXXX. At XXXXXXXX XXXX EST, the same number called, this time XXXX, leaving a similar message. 
I called Capital One on the regular phone number that I have saved to my contacts, since Ive been banking with them for years, to understand what was going on. 
I was then asked if I had written XXXX checks of XXXX dollars each to XXXX XXXX. I said no, never, and that I didnt have that kind of money and would have probably written a XXXX check at the most. 
They transferred me over to different departments and kept me on hold for countless minutes. After all the transfers, they told me that I needed to close that account and open a new one. With them over the phone, I did exactly what they told me to do. I explained to them that my salary was direct-deposited into that account every XXXX weeks, which would happen on XX/XX/XXXX. They told me that all I needed to do was call them on that day to request the funds be transferred to the new account. 
I also asked if I could have the debit card transferred over to the new account, which they replied affirmatively. I was on the phone with them for over XXXX hours. 
Over the weekend, I tried to purchase something at XXXX XXXX with that debit card, and the transaction didnt go through, imagine my embarrassment. Im glad I had some cash on me. 
I contacted Capital One, and they said that the debit card had been canceled. I requested that a new debit card be shipped to me immediately since I needed access to my funds. They replied that it would take probably XXXX business days,, and they couldnt expedite it. 
On XX/XX/XXXX I called Capital One to transfer my direct deposit to my new account, which they did. 
Yesterday I got XXXX calls from Capital One about recent account activity. One call came through at XXXXXXXX XXXX EST and another one at XXXXXXXX XXXX  and both went to voicemail. 
Before calling them, I checked my account and noticed that {$4200.00} had been transferred from my savings account to the old bank account. 
I called them back at XXXXXXXX XXXX. To my astonishment, they said that the old account had not been closed or restricted, or someone forgot to put the restriction back when I requested the direct deposit to be transferred to the new account. That the open account had been set up to automatically withdraw money from my savings account. The image of the counterfeit check proves that they accepted the check and took the money from my savings account. The counterfeit check of {$4200.00} is from XXXX XXXX XXXX, XXXX written out to XXXX XXXX, dated XX/XX/XXXX. 
The back of the check shows XX/XX/XXXX, XXXX XXXX XXXX, and an electronic endorsement. I spent XXXX hours and XXXX minutes on the phone with Capital One to get nowhere. They said they would investigate the matter, but there was no timeframe. I told them I was going to the police department to report this since counterfeit checks are a felony, and I have fraud protection. 
A few hours later, they reversed the amount to my account. 
I called them around XXXX XXXX  requesting that the funds be transferred to my savings account, which they did. I also requested that the old account be closed, which they did not. Their excuse is that its still under investigation.

Company response to consumer: Closed with explanation