Consumer complaint received 2018-01-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: UT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
XX/XX/XXXX - My brother sent a cashier 's check from his Capital One 360 checking account to pay his rent. Capital One subsequently froze access to all of his accounts for a security alert. However the cashier 's check was delivered. He was told by Capital One that the cashier 's check had been cancelled ( the funds were returned to his accountXX/XX/XXXX - I sent a cashier 's check from my Capital One 360  checking account for {$650.00} to pay my brother 's rent since we were told his accounts were frozen and his original cashier 's check would not be sent. 
XX/XX/XXXX - His landlord called me and said the original cashier 's check was not honored by his bank. He demanded that I wire him money immediately or he would evict my brother. 
XX/XX/XXXX - I contacted Capital One to find out what happened with the check sent from my account. They discovered it was still in XXXX 's possession and had not been delivered. So I had to wire money to the landlord via XXXX XXXX to avoid my brother being dropped off at a homeless shelter ( he is XX/XX/XXXXill and would have been put in danger if I did not pay the landlord ). 
I filed an affidavit of a lost cashier 's check and sent it to Capital One. 
XX/XX/XXXX- I called Capital One to get the status of the affadavit and the missing cashier 's check. It showed still with XXXX and not delivered. I requested that the Capital One manager contact XXXX and ask them to return to sender. I specifically stated that the check at this point SHOULD NOT BE DELIVERED and explained to him that if it was delivered, the landlord would certainly cash it and I would not be able to retrieve the money ( I 'd learned that the landlord was not trustworthy and not a reasonable person to deal with after he made threats, demanded that I wire him money, and was willing to endanger my brother ). 
XX/XX/XXXX - I received an alert that XXXX delivered the check to the landlord, 17 days after it was due. At this point, my brother had been evicted and I 'd already been forced to make payments in another method to the landlord for the first 10 days that my brother lived in the house. I called Capital One and asked why the manager had not asked XXXX to return to sender ( the manager had called XXXX on XXXX and spoke with them but did not request the check be intercepted or returned. According to the notes this manager took in Capital One 's system, he mentioned nothing about my request to get XXXX to return the check to sender ). I asked the Capital One customer service rep to file a complaint with Capital One 's customer service department that this manager had not honored a simple customer request and this failure has cost me {$650.00} and requested that they review the recorded call from XXXX which proves my request. 
Capital One failed to act on multiple accounts to try to help me as a customer avoid this loss of {$650.00} and did not act at all to get XXXX to return the check. They basically ignored my pleas to help me so that I would not lose this money. This is in addition to the fact that the delay in the check delivery was not my fault and caused by their vendor and partner, XXXX, and therefore they should be responsible for the damage it caused me and should have acted quickly to help me.

Company response to consumer: Closed with explanation