Consumer complaint received 2026-05-27 00:00:00
Product: Checking or savings account — Savings account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
On XX/XX/year>, I got a notification for a charge back on my account for the amount of XXXX. I immediately called Capital One customer service and asked what the charge was for. I was told it was for a fraudulent check that was cash on my account and I promptly informed them that that was not me and that was some sort a some sort of fraud. I was told that investigation would be started and that I could call back if I have any questions. XX/XX/year> I called again again because I had a couple of questions and I wanted to know the timeline of the investigation. I was told that there was no investigation. I was escalated to a manager. They started the fraud investigation. I was told that it looks like somebody cashed a fraudulent check with the recourse being my account. I was told to call back in a month or so for an update if I dont get a call from them. On XX/XX/year> I called to get an update because I have not heard anything, and I have not received my money back. I was getting escalated to a manager after being given the runaround by a bunch of customer service representatives. This manager says that it was not investigated because the fraud department put the wrong amount instead of putting {$2700.00}. They put it down as {$27.00} so then the case was closed and that they are reopening the case for me, and that it would take just a couple days for me to hear back. On XX/XX/year>, I called back to see if there were any updates on my investigation and to see if they were even investigating it because I had lost all trust with them. I was then told by the fraud department that they do not investigate fraud that happens within a branch and that I would actually have to go to a branch to get it investigated so I had to get them to give me information on what branch this fake check was even cashed in because I was not involved in the cashing of the fake check by fraudsters. On XX/XX/XXXX, I called customer service again to make sure I was going to the right branch and if I need any extra documents because I can not be running around because these people dont understand whats going on. I went into the branch and I was told that they werent sure that they could help me because of the check being cashed so long ago they were finally able to go through all of my notes of all the times that Ive called Capital One before and all the times that Ive been escalated and they were able to get someone to help me from the fraud department and to get the investigation started. On XX/XX/XXXX, I called to check on the results of the investigation to see how it was going and I was told the case was closed because they can not determine if it was fraud. They told me that the funds were not recoverable. I told them that I dont care if they cant recover the funds because they handed it out to some fraudster, that I am the credit for My {$2700.00}. They sent me to a supervisor and they basically told me that they dont know if Ill get my money back and that they will see if they can reopen the investigation. Capital one did not do their due Diligence at all. So many red flags, I have never cashed a check on this account, the picture of the check that they have the signature looks fake! They didnt think to ask any security questions to this fraudster. They did nothing to protect us. the check in the memo says contract labor, I have never received any type of payment on my account related to contract labor, red flags. In fact, capital one should be fully aware that my occupation is in healthcare.

Company response to consumer: Closed with monetary relief