Consumer complaint received 2024-11-11 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
What Happened : XX/XX/year> : A domestic wire transfer of {$10000.00} was made from my Capital One XXXX  checking account to a XXXX XXXX account. 
XX/XX/year> : Apparent wire fraud was detected. 

Background : The supplier 's ( intended beneficiary ) email server was compromised, allowing a scammer to manipulate an outgoing invoice by changing the bank account details and all emails related to. This created a fake correspondence triangle for almost XXXX weeks until XX/XX/XXXX. 

Actions Taken : XX/XX/year> : Contacted Capital One 's wire fraud department. They advised contacting the receiver bank. 
Contacted XXXX XXXX 's wire fraud department. They were not able to locate/ identify the account number in their XXXX account system. After making me read to them the bank account number XXXX more times while arguing that XXXX digits were unusual, they suggested escalating the issue internally, - what they did. During another two lengthy calls no further information was provided. Instead, I was advised to contact Capital One again if I wanted to file a claim. 
Contacted Capital One again to file a recall. Without sharing any details about WFs concern, the representative noted the 17-digit account number immediately as a red flag when I was asked to share it. I was told I would be contacted within 10 business days but received no follow-up. 
XX/XX/year> : Contacted Capital One again. The representative could not find any record of my case but promised a follow-up. 
XX/XX/year> : Still no follow-up received. Contacted Capital One again. Learned that a letter for demanding bank liability was sent to XXXX XXXX on XX/XX/XXXX, but no response was received by them. I was told, they ( Capital One ) would not take any further actions. 

Additional Information : Minutes after completing the wire transfer on XX/XX/XXXX, I received a call from Capital One to check the transaction. The representative 's unprofessional handling did not raise any red flags, despite the suspicious account number. ( We were told by an expert, that nationwide it is very rare to see a bank account number with more than 13 digits, no matter what bank ).

Given the fact that the representative at Capital One was highly unprofessional in handling this task, it actually facilitated the authorization rather than preventing it. Instead of raising a red flag and informing me that something was suspicious, the representative asked an irrelevant question. This approach is entirely inappropriate. An officer 's primary duty is to alert the customer in a straightforward manner if there is something wrong or suspicious, such as this major issue with the bank account details. At no point did the representative indicate any concern. It is also worth mentioning that the routing number ( ABA ) of corresponding beneficiarys bank, leads apparently to a location on the West Cost while their office is on the XXXX  XXXX  (? ), - another red flag. 
( Furthermore it is difficult to understand that a bank would not include the name of the beneficiary ( personal or company ) and the full address of the beneficiary 's bank as mandatory fields in their automated screening system or in such case, manual screen. )

Company response to consumer: Closed with explanation