Consumer complaint received 2024-09-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
My complaint is about CAPITAL ONE. In XXXX, my little brother who was living with me at the time owed me for rent that I had to cover while he was without a job and it made me fall behind on other bills because I was on an unpaid maternity leave at the time. The following year he got a job and was able to pay back the money he owed me and went to the local XXXX and got money orders without knowing that my apartment stopped accepting money orders. My apartments only accepted payments online via checking or savings accounts on their new platform in XXXX. So he instead wrote the money orders to me instead of the apartment complex so that I could deposit it to my checking account with CAPITAL ONE ( which is where I was getting my direct deposit with my job XXXX ) and pay my rent online through the XXXX XXXX XXXX  platform. So I went to the capital one XXXX mins away from where I lived did my deposit at the ATM because they were closed inside, and deposited the money order. This location is now closed as of XXXX. 

They wanted me to call and verify the money order was valid, and accused me of depositing a money order that was already written on and erased and stating that under the pay to the order to that there was previous writing on the money order. At first I was worried that my brother did give me something that was erased or tampered and I ASKED the CAPITAL ONE 360 representative what I can do to get this resolved cause I didnt want anything bad to happen. I was very cooperative with them as well due to me not wanting anything to happen to my account since that is where my checks for work deposit. But, once they sent me the scan copy of the money orders I deposited at the local capital one, I saw that it said Secure Original Item which is what is printed on ALL XXXX XXXX money orders once printed and paid for. The scan was in a poorly printed black and white. Again, I deposited into the ATM drive thru because the bank was closed inside. So whenever the ATM scanned the money orders, it doesnt show the actual XXXX prints or Secured original item print that is on EVERY XXXX XXXX money order after payment! I will be showing an example of that as well and what it supposed to look like. The payee line says secure original item in iridescent bold letters and you are supposed to write the name of the payee ON TOP of that line. 

I called the capital one fraud department back to let them know of this fact & they acted as if they didnt believe me, so I told them that I would call XXXX XXXX customer service to prove this fact. I called XXXX XXXX and they did verify that his money order numbers XXXX & XXXX he gave me was valid for {$900.00} each check. They also spoke to the XXXX XXXX representative on a separate line because they said we couldnt be on a 3 way call, and the representative also validated both money orders were valid with the dates they were purchased. The XXXX XXXX representative also made me file a cancellation of those checks so that I could get replacement ones so that I could deposit them inside a local bank or XXXX  with fees ( which is reasons why once I found out per Capital Ones customer service FAQ that we are allowed to deposit money orders at ATM because I didnt want to be charged fees for cashing money orders at the XXXX stores here & XXXX couldnt cash them once printed ), which they did mail me new money orders for the same amounts XXXX weeks after I submitted the request for a Stop Pay. ( Proof will be shown of paperwork filled out for them ). And she also confirmed the original XXXX money orders were never cashed at all by CAPITAL ONE or anyone else. 

CAPITAL ONE still sent me a letter saying they were ending the relationship with me and that I wouldnt be able to open up a new checking account with them when all of my checks from my job were still being deposited in that account and I still owed over {$50.00} dollars cause them reversing my checks and the money orders caused me to go into the negatives. After I proved to them they were wrong for their assumptions they still wouldnt admit it and felt they were right for closing my account and I was using that checking account to pay toward my capital one credit card ( which I still have ). But I am upset they wouldnt apologize or take accountability and allow me to keep my checking account since that was the first major checking account I was able to have in years. 

I have read forums on XXXX that they do this a lot to customers who have been with them for years and wrongfully close accounts just for even receiving a XXXX  payment! So they are just choosing to terminate a customer for whatever reasons they decide without valid explanation! As a XXXX  mom of XXXX kids, I really needed that money to help me catch up on bills and daycare expenses.

Company response to consumer: Closed with explanation