Consumer complaint received 2020-01-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/XXXX I Transferred {$10000.00} from my Capital One bank N.A. in the USA to my bank in XXXX. After checking my online bank in XXXX many times and finding the money had not arrived I called the Capital One Bank on XX/XX/XXXX to report that the money had not arrived. I explained the situation and they opened up a dispute case for me # XXXX. 
I have transferred money to my bank in XXXX many times before from this bank and account and never had a problem. 

On XX/XX/XXXX I received a letter from Capital One bank dated XX/XX/XXXX saying they were working on my claim and to fill out an attached form titled Written Statement of Unauthorized Debit ( ACH ). Requesting I fill it out and return it by mail or fax. I faxed it to them on XX/XX/XXXX On XX/XX/XXXX I called the XXXX  XXXX XXXX in New York and spoke to XXXX XXXX she told me that they returned the money to Capital One on XX/XX/XXXX because it did not have an IAT code, she gave me the trace code number XXXX. 
I then called the Capital One bank and gave them the trace number, I asked the person I spoke to if he could input the trace number and tell me where my money is, he said he could only input the number into my file and forward it to the investigators. 
Over the next week I called every few days to get an update and all I got was they dont know where my money is, on XX/XX/XXXX I spoke to XXXX from the customer protection department she said I should call the XXXX XXXX  in New York and start a dispute. 
On XX/XX/XXXX I called XXXX XXXX  in New York to see if they could help me, XXXX XXXX said she would call the company they use to return the money. She called me back and said they confirmed the trace number and that they had sent the money back to Capital One on XX/XX/XXXX. She said she had also called Capital One bank and gave them the information ( which I had already given them on XXXX ). She Said I should call them and gave me the number she had used to call them. I called them and spoke to XXXX ; we then had a 3-way phone call with XXXX from Capital One, XXXX XXXX from XXXX XXXX  in New York and myself. XXXX XXXX gave XXXX all the information regarding the ACH return and trace number from XX/XX/XXXX. XXXX said she was creating a request for the back room people to track down the returned money, she said they had 7 days to do it, but they usually do it in a few days. I said to XXXX, so I should see the money in my account by next Friday she said yes. 
I called Capital One on XX/XX/XXXX I spoke to XXXX, I asked to speak to XXXX from the ACH department but he said he was unable to do that. All he could do was look at my file and tell me they still did no know where my money was. He gave me the Capital One outgoing trace number XXXX he suggested I give it to the XXXX XXXX  in New York to see if they can trace it I told him that they had already sent the money back. He said he could see the outgoing trace number XXXX somewhere in a large ACH warehouse but could not give me any further info. 
On XX/XX/XXXX I spoke to XXXX XXXX and told he my situation and she said she would call Capital One bank again. Meanwhile I called Capital One bank and spoke to four different customer service people and finally a man named XXXX, I spent over an hour on the phone with him while he conferred with various people in the ACH and back end groups. He told me he could see the money had been returned but couldnt figure out why it wasnt in my account. He said he would call me back but I did not get a call. Later on XXXX XXXX from the XXXX XXXX in New York called me and told me she had talked to the Capital One bank ACH people and had faxed them some information they asked for. 
On XX/XX/XXXX I called Capital One bank again and I spoke to XXXX, again he did not have anymore news for me, I asked him if there was any mention of the fax in my notes and he said no. He assured me they were still working on my case. 

To summarize ; on XX/XX/XXXX, I Transferred {$10000.00} from my Capital One bank in the USA to my bank in XXXX. Capital One outgoing trace number XXXX. 
On XX/XX/XXXX ; XXXX XXXX  in New York sent the money back to Capital One, because it did not have an IAT format code. The return trace code number was XXXX. The money never left the USA. I still do not have the {$10000.00} back in my account.

Company response to consumer: Closed with explanation