Consumer complaint received 2023-06-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On Tuesday, XX/XX/XXXX, I initiated a Real Time transfer from my personal bank account with XXXX to my other personal bank account with Capital One. XXXX 's system stated the transaction went through successfully ( Transaction # XXXX. ) From here, I didn't think anything of it as I have completed numerous transactions before from XXXX to Capital One using this method. 

On Monday, XX/XX/XXXX, I noticed the funds were removed from my XXXX account as expected, but had not been received by my Capital One account. I called Capital One card services at XXXX XXXX XXXX to find out if there was a transaction that was pending and basically where my funds were. They stated they did not receive any transfers and I need to contact the sending bank to have my issue resolved. This call lasted 6 minutes. 

I immediately called XXXX at XXXX XXXX XXXX to find out what had happened. Once connected with someone, I was told the transaction went through successfully. I was also provided the transaction number for the transfer ( above. ) This call lasted 18 minutes. 

After finishing with XXXX, I call Capital One back at XXXX XXXX XXXX to provide the information I received from XXXX to Capital One. Capital One took my information, however they stated they may not be able to do anything with the transaction number and needed a 15 digit trace number. The individual I spoke with created a case for me. I received the reply to this case on Wednesday, XX/XX/XXXX. 

During the call with Capital One, I requested to do a 3-way call between myself, a Capital One Representative, and a XXXX representative in hopes that between the two of them, they would be able to locate my funds. The Capital One representative stated they need a 15 digit trace number to locate the transfer, but the XXXX representative responded stating that real time transfers do not produce trace numbers because it is not an ACH transfer. If it was an ACH transfer, there would be a trace number to locate it. They went back and forth for a bit, and the XXXX representative provided the transaction number ( above ) to the Capital One representative. The XXXX representative stated they were going to create a case number on their end to investigate this issue ( Case # XXXX ) We then ended the call. This call lasted 34 minutes. 

On Tuesday, XX/XX/XXXX I received a response from XXXX via their documents portal stating no actions will be taken and the inquiry is now resolved. There was no further information. 

On Wednesday, XX/XX/XXXX, I received a response from the Capital One case stating their records did not show an incoming deposit number and requested 15 digit trace number ( Ref : XXXX. ) I then called Capital One again to find out what is needed to find my funds, which they stated again the 15 digit trace number. This call lasted 13 minutes. 

On Thursday XX/XX/XXXX, I called XXXX at XXXX XXXX XXXX requesting the 15 digit trace number, in hopes someone else would be able to provide the information to me. They did not provide the trace number, but instead provided me the transaction number. This call lasted 21 minutes.

I then called Capital One to ask if there were any other methods of tracking transactions without a trace number. They explained to me that for transfers, there should be a 15 digit trace number.

To summarize the rest of the calls, it was basically repeats of the same conversation from above on XX/XX/XXXX. I was on the phone between various parties from XXXX XXXX XXXX to XXXX XXXX XXXX. 

I have attached banking statements of the month that the issue happened.

Company response to consumer: Closed with monetary relief