Consumer complaint received 2018-03-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
A credit was issued from XXXX in the amount of XXXX on XX/XX/XXXX, posted to my Capital One Account ending in XXXX. A check for this amount was requested, a XXXX XXXX requested this as per her reply to CFPB to another complaint. However, the account still reflects a balance of XXXX currently which includes the credit amount from XXXX and temporary credits of XXXX and XXXX, as well as several overdraft fee credits. It does not appear a check has been requested/sent. There are also several items still in dispute which include two purchases made from XXXX on or around XX/XX/XXXX, in the amounts of XXXX and XXXX. At time of claim filing, email received from Capital One with claim information stated dispute would be closed by XX/XX/XXXX, they have closed two other items included in claim from XXXX and XXXX, items from XXXX remain unresolved. These orders were left in a parcel locker, which I do not have one at my address. It appears the carrier left them at incorrect address or possibly in a locker at post office, it is now past 60 day time frame to file claim with USPS. The local post office has been unable to locate whereabouts. The merchant, XXXX, is uncooperative. They refer back to USPS which in this case, is too late to file any claim which even if filed, may or may not be approved. One of their reps stated there is no insurance included on either package. Tracking numbers which I do not have available to me at this time shows both packages delivered on same day, XX/XX/XXXX, left in a parcel locker again, no insurance purchased by XXXX. A rep I spoke with in Centralized Claims at Capital One stated this portion of claim was also denied but then reopened as the merchant might have provided false and or inaccurate information. I was able to submit another dispute today, XX/XX/XXXX, which included these items with same information pertaining to loss of them, left in a parcel locker which I do not have at my address. If dispute was supposedly closed then reopened, then it should show a claim is already pending, which it did not when I resubmitted. The account is closed or in process thereof, it is not clear to me which is the case as credits are able to post to it. If it is in fact closed, credits should not be allowed to post. I was advised by a rep in department handling my account it would be closed, this conversation took place sometime in XX/XX/XXXX, it is now XX/XX/XXXX and still no sign of closure aside from no access to funds. Please note, this is the one and only conversation I've had with this department, they do not return calls despite numerous messages left. I've even attempted to reach out to XXXX XXXX today, XX/XX/XXXX, a message was left and not returned. Several items were also placed in dispute on XX/XX/XXXX, including items from XXXX XXXX, XXXX. I did not receive a confirmation email regarding this dispute and items listed in it. It is not clear to me the status of them and or the XXXX items. The account status is not clear either, I was told it would be closed in XX/XX/XXXX and it is now XX/XX/XXXX. In closing, please advise XXXX XXXX that any credits issued to account will need to be sent to me via check immediately, I am currently working to resolve dispute ( s ) including one with XXXX XXXX. Should any of the merchants in question issue credits then those need to be sent to me via check ASAP.

Company response to consumer: Closed with explanation