Consumer complaint received 2022-10-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I used the XXXX XXXX service offered by our credit union, XXXX XXXX XXXX XXXX XXXX to send a payment of {$2800.00} to a credit card company. I, in error, set the payment up to go to Capital One, instead of XXXXXXXX XXXX I had set the payment up for delivery on XX/XX/XXXX. I notified my credit union of the error on XX/XX/XXXX and Capital One of the error on XX/XX/XXXX. Since we no longer had an open account with Capital One ( we had requested our account be closed on XX/XX/XXXX ) my, and my credit unions, expectation was that the payment would be refused or returned to my credit union. The steps that I have taken to resolve this issue are outlined below. Supporting documentation has been attached. 

I would appreciate any help that can be given in getting the full amount of {$2800.00} returned. 

These are the steps I have taken to try and resolve this issue : XX/XX/XXXX sent message to XXXX XXXX  notifying them of error and requesting assistance. 
XX/XX/XXXX contacted Capital One to trace payment. 
XX/XX/XXXX faxed to Capital One a letter from XXXX XXXX containing electronic tracing information. 
XX/XX/XXXX sent letter to Capital One outlining details of the transaction. 
Received letter from Capital One dated XX/XX/XXXX instructing us to file an unauthorized transaction claim with our bank. 
XX/XX/XXXX we filed an unauthorized transaction claim with XXXX XXXX. 
XX/XX/XXXX XXXX XXXX denied claim. 
XX/XX/XXXX attempted to contact XXXX XXXX directly but was told they can only speak with XXXX XXXX. 
XX/XX/XXXX through XX/XX/XXXX attempted several times to speak with and return phone calls with XXXXXXXX XXXX XXXX. Each time the representative was unable to find any file that had been opened to investigate. Messages left on the phone did not include any file or investigation identifier so that previous conversations could be found. 
XX/XX/XXXX worked with a representative from XXXX XXXX to open a case with XXXX XXXX to trace payment to Capital One. 
XX/XX/XXXX XXXX XXXX sent proof of payment to Capital One. XXXX XXXX would not release the name of the representative that sent the proof of payment. 
XX/XX/XXXX spoke with XXXX from Capital One. 
XX/XX/XXXX we received a letter from Capital One stating that a check had been sent to us for the full amount. When we didn't receive the check I contacted Capital One and was told by an account supervisor that we would have to go back to our bank [ XXXX XXXX ] and complete all of the steps we had previously done and request a new check. A XXXX call between the credit union , myself and a Capital One representative ended with Capital One telling us we would need to repeat all of the steps that we had already completed and begin a new investigation. 
XX/XX/XXXX we sent a certified letter to Capital One, Payment Investigations Division, outlining everything above. We received no response. 
XX/XX/XXXX I sent an email to XXXX XXXX, Director of Operations at Capital One requesting his help. We received no response. 
XX/XX/XXXX I sent another email to the Director of Operations and have not received a response.

Company response to consumer: Closed with monetary relief