Consumer complaint received 2021-10-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Problem with customer service

Complaint:
I am writing to you out of desperation as I have spent the past 24-hours trying to resolve a serious issue with my accounts at Capital One and our new home closing. My family and I have been relocated to the PA area by XXXX XXXX  XXXX from XXXX, where we have lived for the past 3 years ( we are originally from XXXX. ) We have agreed to purchase a new home here in XXXX, PA and I dutifully set-up my new US banking with Capital One after readying glowing customer reviews online. My first experience with your bank was seamless, I was able to set-up my checking and savings accounts easily ( XX/XX/XXXX ) and arranged to wire the $ XXXX USD ( sent on XX/XX/XXXX and XXXX ) required to by my lender here in the US for closing. 

This is when things took a turn for the worse. In anticipation of todays closing, I called customer service at your bank last week ( XX/XX/XXXX ) to confirm that I would in fact be able to process a wire transfer to the title company ahead of closing. No problem XXXX XXXX I was told, just give us a call and we can help you out. So, last night ( XX/XX/XXXX ) as instructed, I called to execute the wire transfer only to be told that no, I would not be able to send said wire as the account was less than 60 days old. But, you can drive 1 hour out of your way XXXX XXXX to our branch in XXXX, NJ and they will be able to issue you a cashiers check. Ok, I asked again to re-confirm and was told unequivocally that I would have no problems getting the check. 

So today ( XX/XX/XXXX ) we hopped in the car, drove to XXXX and arrived at the branch to collect the cashiers check, only to be told that, no, they were in fact unable to authorize a check because my mobile phone doesnt match some mysterious registry in your system. My phone is in my name, with my billing address, but provided to me through XXXX XXXX XXXX. I spent over 6 hours in the XXXX branch, trying to reason with the branch manager, calling your customer support lines, speaking with anyone I could. All I got were redirects, non-answers and no clear help. I did get my identity verified through my passport, my SSN, my license, my physical presence in the branch, a text message to the very mobile phone they said they could not send a OTP to but none of this helped resolve the problem. 

So we have now missed our home closing and have no clear path to resolving this problem. We managed to get an extension on closing until this Friday ( XX/XX/XXXX ), but all the bank employees would tell me is maybe your phone problem will fix itself by tomorrow or why dont you wait until mid-XXXX when you pass the 45 day mark on your account. Clearly neither of these answers are sufficient or even logical. I can not fathom how an organization that was happy to take my $ XXXX, open up my accounts, approve me for a credit card ( albeit for a ridiculous {$300.00} limit.. but that is a whole other complaint, ) have me physically present with all my government identification and yet still be incapable of finding a solution to this problem. 

I really hope you are able to intervene, or at the very least connect me to someone who can assist us with this matter. I find it inconceivable that I am unable to access my own money and that is being held hostage by your institution. Completely inexcusable and unacceptable.

Company response to consumer: Closed with monetary relief