Consumer complaint received 2018-11-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
For several years, ending with a transaction on XX/XX/XXXX, I used my Capital One 360 checking account to pay a monthly condominium fee. I always did this the same way, using their online P2P service. It was recently discovered that ten of these payments, though they were debited from my account, were never posted to the intended receiving account. During this period, when I logged into my online account, the activity list and the statements indicated no problem with the transactions. After several requests over the past several weeks for help from the Capital One claims department, they provided me with the list of trace numbers I have included at the end of this message. I did meet with the branch manager of the intended receiving bank ( XXXX XXXX, XXXX XXXX XXXX, XXXX, MA ) as instructed above the trace number list. He sent me back to Capital One, saying he could not use their trace numbers to discover where the missing funds went, but that Capital One should be able to. After six or seven calls to Capital One claims, I was finally able to talk to a claims manager, who instructed me to call XXXX ( aka XXXX   ). The automated message at the XXXX phone number says to call my bank. It is not possible to talk to a person. I filed a claim on the XXXX web site and was given a claim # ( XXXX ). XXXX 's response to the claim was that they could not access any information regarding the transactions and that I should go back to my bank. At the bottom of the trace number list, there is contact information to use to access additional documents Capital One may have used in my claim. I called the phone number and was disconnected. I will be submitting a written request tomorrow. I have done some research about how XXXX works, and have not been able to understand why the funds started to go missing with the transaction on XX/XX/XXXX, when the previous transactions worked fine, or why, if there was something not working properly with the transaction, why the funds were not simply put back into my account, rather than sent somewhere that neither Capital One nor XXXX can enlighten me about. Thank you for your attention. 

Here is the message from Capital One I received via secure messaging : ( from Capital One on XX/XX/XXXX ) Dear XXXX, Here 's the info you need so XXXX XXXX can locate the Person2Person Payment at their bank : Trace Number : XXXX Date Sent : XX/XX/XXXX ( this is a typo on Capital Ones part. Year should be XXXX. XXXX ) Amount : {$170.00} Trace Number : XXXX Date Sent : XX/XX/XXXX Amount : {$170.00} Trace Number : XXXX Date Sent : XX/XX/XXXX Amount : {$170.00} Trace Number : XXXX Date Sent : XX/XX/XXXX Amount : {$170.00} Trace Number : XXXX Date Sent : XX/XX/XXXX Amount : {$170.00} Trace Number : XXXX Date Sent : XX/XX/XXXX Amount : {$170.00} Trace Number : XXXX Date Sent : XX/XX/XXXX Amount : {$170.00} Trace Number : XXXX Date Sent : XX/XX/XXXX Amount : {$170.00} Trace Number : XXXX Date Sent : XX/XX/XXXX Amount : {$170.00} Trace Number : XXXX Date Sent : XX/XX/XXXX Amount : {$170.00} If you have questions or would like copies of the documents we used, please have your identifying information or account number ready, and get in touch with us by - Calling the 360 Sales Center at XXXX - Faxing XXXX - Mailing your request to Capital One Claims Processing Center, XXXX. XXXX   XXXX, XXXX XXXX XXXX, UT XXXX If you need anything else, give us a shout at XXXX from XXXX XXXX to XXXX XXXX, 7 days a week. 

Thanks, Capital One?

Company response to consumer: Closed with explanation