Consumer complaint received 2020-11-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
A balance transfer posted to my account on XX/XX/2020 was sent to the wrong place and never reached the account I was transferring the balance from. I provided Capital One with the correct account number when requesting the balance transfer on their website. The payment was supposed to go to XXXX, but was instead mailed to XXXX XXXX XXXX. 

I first called Capital One when I noticed the balance transfer said it was for XXXX XXXX XXXX on XX/XX/2020. I told them that the balance transfer was made the previous week and had still not shown up on my XXXX account, and that I did not know what XXXX XXXX XXXX was. They informed me the check had not been cashed yet and I should wait for the check to cash first and see if it shows up on my XXXX account. They thought XXXX might be handling the transaction for XXXX. I trusted the advise of the Capital One Representative and waited to see if the Balance Transfer would go through and was reassured they would be able to recover the payment if it does not. 

Two weeks later on XX/XX/XXXX, I called Capital One again to let them know the balance transfer never appeared on my XXXX account. They informed me the check was cashed the previous week on Monday XX/XX/XXXX. They opened an " investigation '' of some sorts to attempt to recover the check. A few weeks later they mailed me a copy of the check after it was cashed. There was an account number on it, but no routing number so I couldn't tell what bank it was cashed at. I called Capital One about it and was informed the investigation was closed. I was given no details about why, but they told me to call XXXX XXXX XXXX and XXXX XXXXXX/XX/XXXX. XXXX XXXX XXXX checked and said they have no record of the check being cashed and no one at XXXX XXXX XXXX had been able to assist me. 

This has started an endless cycle of Capital One saying they would reopen the case on this and contact me within 7-10 business days, only for that period to go by without me hearing from Capital One, in which case I call them back only to discover the case has been closed again. This has happened 3 or 4 times. They keep telling me the same things. They tell me to call XXXX XXXX XXXX and XXXX XXXX XXXX. I tell them I had called them multiple times and got nowhere. I should also note that some of these calls to XXXX XXXX XXXX and XXXX XXXX XXXX where on a three way call with a Capital One representative on a recorded line, but they never seem to have knowledge of these previous conversations already taking place whenever I call them back. This always follows up with them saying they'll reopen the case and contact me, and never do. 

I'm also being made responsible for the payments, despite me sending Capital One a letter within the 60 period to report it as an error per the instructions on the statement. I should not be responsible for payments but their customer service can't give me an answer about whether or not the dispute process has been started and they can not confirm whether or not I'm required to make a payment. They did not respond to my dispute letter within 30 days of receiving it like it says they're required to do, but they have acknowledged receiving the letter. Nothing on my statement mentions balance transfer being exempt from this dispute process. 

This clearly seems to be an error by Capital One since I provided the correct account number and warned them before the check was cashed, but they are not making any effort to assist me with this problem. They will not credit the balance transfer back to my account, and they are still making me responsible for payments despite following the dispute process as per my statement.

Company response to consumer: Closed with non-monetary relief