Consumer complaint received 2020-04-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
My father passed away on XX/XX/XXXX in Washington State. I am Personal Representative ( executor ) of his estate, which included a savings ( high-yield money market ) account at Capital One Bank, with a balance of {$95000.00}. Following a telephone inquiry I received an email from Capital Ones Bank Estate Operations on XX/XX/XXXX with instructions for settling the account, and a case number. 
On XX/XX/XXXX I submitted final paperwork via email to Capital Ones Bank Estate Operations. 

On XX/XX/XXXX, following inquiries by me, XXXX at Capital Ones Bank Estate Operations informed me via email that the account was settled on XX/XX/XXXX, and that a settlement check should have arrived in 7-10 business days. My post office and mail carrier stated that there were no issues that would prevent delivery of the check, but that they were unable to trace a letter if it was not sent via registered mail. 

On XX/XX/XXXX I submitted, via email to Capital Ones Bank Estate Operations, a  notarized affidavit for a lost cashiers check. I requested that to ensure traceability the second check be sent via registered mail ; failing that, I requested that it be mailed directly to my local bank, at which I have established an estate account. I provided both addresses. 

On XX/XX/XXXX, in response to my inquiry, Capital Ones Bank Estate Operations stated via email that the check was reissued on XX/XX/XXXX, and should arrive within 710 working days. The check did not arrive, and was apparently not sent in a manner that was traceable. 

On XX/XX/XXXX, in response to my inquiry, a Capital One account manager (  XXXX ) stated that if the check failed to arrive I should call Capital One requesting that the funds be sent via wire transfer, which she would endeavor to arrange. She asked that I relay our conversation to Capital Ones Bank Estate Operations via email, which I did. XXXX at Capital Ones Bank Estate Operations replied that they could only mail a check, but not wire funds. They provided the address to which they had sent the second check, which was correct ( an account closure notice and final statement were mailed by Capital One in early XXXX and arrived within a few days ). 

On XX/XX/XXXX I spoke to XXXX ( Capital One Customer Service ), who agreed that sending a third check in the same manner was unlikely to succeed. She referred the issue to a Capital One " escalations team '', and issued a new case number. 

On XX/XX/XXXX I received a call from XXXX ( Capital One Customer Satisfaction ) who requested I send a second affidavit for a lost cashiers check to Capital Ones Bank Estate Operations. She stated the third check would be sent via XXXX. I submitted the affidavit via email to Capital Ones Bank Estate Operations on XX/XX/XXXX, and requested the FedEx tracking number ( they have not replied to this request ). I have left numerous inquiries for XXXX regarding the third check, and requesting a tracking number, but have received no response. 

On XX/XX/XXXX I spoke with XXXX ( Capital One Customer Service ) who stated that her review of the case indicated the check was sent via XXXX on XXXX XX/XX/XXXX, but that she could not find a tracking number. She stated she would attempt to find the number and provide it to me. I have not heard from her again. 

On XX/XX/XXXX I spoke with XXXX ( COB  Customer Service ) who also stated the case notes indicated the check was sent via XXXX on XXXX XX/XX/XXXX. She stated that she could not access the tracking number, and would request it from the department that issued the check. On XX/XX/XXXX I spoke with XXXX, a COB account manager. She reviewed the case notes, confirmed with XXXX ( above ) that no XXXX  tracking number had been provided, and stated she would seek to obtain a tracking number, and relay this to me ( she has not done so to date ). She declined to connect me with her manager, or to provide contact information ( phone or email ) for anyone at COB other than the banks general customer service numbers. 

On XX/XX/XXXX and XX/XX/XXXX I emailed Bank Estate Operations, quoted the case number, and requested information regarding the missing third check, such as a tracking number. I have received no replies to my emails. 

On XX/XX/XXXX I spoke with XXXX ( a Capital One account manager ) who informed me that Capital had no mechanism by which I could file a complaint or request a review of the case ; he indicated that my only recourse was to continue to email Bank Estate Operations and hope they reply.

Company response to consumer: Closed with explanation