Consumer complaint received 2025-01-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
On XX/XX/year> scammers accessed my personal and business accounts at Capital One Bank. My personal and business accounts were linked and had funds of varying amounts in them, which totaled about $ XXXX. The scammers transferred and consolidated my funds into XXXX of my accounts and then initiated wire transfers from the account where my money was consolidated into. I was told the funds were wired to accounts at XXXX XXXX. I noticed the activity the same day it occurred and contacted Capital One Bank immediately to report the fraudulent activity, and asked if these wires can be canceled or stopped since I was not the one who authorized this activity. I was informed during this initial call that the wires were still pending, and the fraud department at Capital One Bank would be notified about the activity I reported. I followed up with Capital One Bank the next day and many, many times after the initial call to find out what was happening with my accounts and what was being done to stop my funds from being stolen. I was told over and over that the matter was being investigated but I was never allowed to speak with the XXXX handling my case. The only information I was given was the first name of the XXXX that was supposedly assigned to my case, which was XXXX. I was told the protocol for an event like this is to send a letter by United States Postal Service to the receiving bank, and if that bank doesn't respond to the correspondence, there is nothing else Capital One Bank can do. I was never contacted by anyone from the supposed fraud department at Capital One Bank to discuss my case, or the steps Capital One was taking to stop my money from being stolen. Whenever I called to follow up, all was I was told is that it was being investigated and I would receive correspondence at the end of the investigation. I received a letter from Capital One Bank in XX/XX/year> stating that the investigation was limited to XXXX XXXX responding to a letter inquiry from Capital One, but XXXX XXXX never responded, so there was nothing else my bank could do. at the time of the theft from my account, I also filed a police report with the XXXX Police Department since I was living in XXXX, NY at that time. Capital One froze my accounts when I reported the theft, so I couldn't get a transcript of the actual transfers made by the scammers. The XXXX Police Department requested the report from the bank, but I don't know if the bank ever responded to the Police department 's request. The XXXX at the XXXX Police Department who was investigating this for me is Police XXXX XXXX XXXX ( XXXX ) XXXX, email XXXX. My report # with the police is XXXX. I find it very hard to accept that wire transfers can be remotely initiated by scammers but banks rely on mail the United States Postal Service to combat this widely used form of theft. This very laid-back approach to protecting bank customers ; funds that are supposed to be safe with a banking institution has cost the general public billions of dollars, and the banking industry should be held accountable. There is technology that currently exists to combat illegal banking activity, and the banks have a responsibility and obligation to their customers to ensure their loss prevention measures outpace the tactics used by scammers to defraud innocent customers. I wish to file a formal complaint against Capital One Bank for their inefficient methods of tracking and combatting electronic theft from their customers. This loss has cost me much more than the approximately {$22000.00} that was stolen from my accounts. Because of this theft I have been forced to use my credit card accounts to keep afloat while trying to find a way to recoup my stolen money, I wish to recover my funds from the bank that should have been protecting my money. Because of this loss I've had to accumulate debt I didn't have while I was trying to make ends meet. Please note I have since moved from XXXX XXXX XXXX # XXXX XXXX, NY, which is where I was living when this theft occurred. I now live at XXXX XXXX XXXX, XXXX, NY.

Company response to consumer: Closed with monetary relief