Consumer complaint received 2023-08-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I initiated an online transfer in the amount of $ XXXX from XXXX XXXX , account XXXX XXXX  to my Capital One account, account XXXX XXXX . On XX/XX/XXXX I received an email from Capital one saying that the transfer did not go through. I called Capital One XXXX XX/XX/XXXX and spoke with XXXX and was told that I had exceeded the amount I could transfer in a month and the bank would not process the transfer. 

Then on XX/XX/XXXX Capital One went into my XXXX XXXX  account and withdrew the $ XXXX. The trace ID number is XXXX. I received that number from XXXX Bank along with a transaction history report showing that Capital One had withdrawn the money from my account. On XX/XX/XXXX I called Capital One and I was told that I had to file a trace on the money and it might take as long as 45 days until they could research it. On XX/XX/XXXX I called and spoke to XXXX ID # XXXX and was told that Capital One did not have the money. She asked if the funds had been withdrawn from XXXX XXXX  and I told her they had. I asked her if it was possible that Capital One had the funds and she said absolutely not. She explained that ACH may have the funds but could not verify if they had the funds. I asked if she could check the trace ID number to see if it was valid and if it came from Capital One or was initiated by them through ACH. She said she could not verify the trace ID number. I asked who else I could speak with at Capital One and she said the only thing I could do was to write a letter to the office of the president, which I did.

The funds remained unaccounted for and neither bank could verify where the funds were. Because one possible reason is that the funds were stolen I contacted the FBI 's cyber crimes division and filed an incident report. 

I then wrote the following letter to the office of the president for Capital One : XX/XX/XXXX Dear XXXX XXXX : I have been trying to resolve my issues by calling your public phone numbers, however I have been told that you do not have any Capital One employee who I can speak with and all calls are outsourced. This has resulted in a lack of information on my account and the need to file complaints both with the Office of the Currency as well as the FBIs cybercrimes unit. 

I have attached my complaints with both institutions so you can get more specifics. My request is to speak with someone who can answer some of my questions. I would like to have a person and a phone number of a Capital One employee. 

As a quick summary, I transferred funds into my savings account in two transactions. I then attempted to transfer an additional $ XXXX and Capital One said they could not transfer the funds from my XXXX XXXX  account as it was over the monthly limit. Capital One then went into my XXXX account and took the funds ( I think as I have a transaction ID number ). The money never showed up in my Capital One account but was taken from my XXXX account. Both Capital One and XXXX have told me that they do not have the money and each says the other has it. 

As I could not get an answer to my questions, such as Can you tell me what the transaction ID number says. And because I could not speak with someone from Capital One, I filed the two complaints. I still do not understand how this is not resolved. It appears Capital One took my money, did not credit me with it and will not tell me when it will be returned. Any help on your part would be appreciated. 

As of XX/XX/XXXX I have had no response from Capital One 's Office of the President. 

On XX/XX/XXXX I received the funds back into my XXXX XXXX  account. Neither bank has offered an explanation as to who had my funds for 15 days. No interest has been paid ( over {$600.00} lost ) and the stress it put on me and my family was substantial. I think that I am owed an explanation as to who had my money and why it was not returned or available to me. This was a substantial amount of money, at least to me, and the lack of communication from both banks is troublesome. 

I would like to know who is accountable for this situation and I want to help to spare others who are dealing with these banks, the time, stress and aggravation I went through.

Company response to consumer: Closed with monetary relief