Consumer complaint received 2023-03-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
XX/XX/2023 - Created domestic Wire Transfer from my savings account for {$4000.00} to pay an invoice I owed. All account numbers, identification and amounts were correct. I put a memo on the Wire Transfer to remind me, and the company I was send it to what it was regarding. 

Received confirmation via email of my wire request. 

Received call from the bank saying they needed more information regarding my wire transfer. 
Spoke with representative and explained who the wire was for and why I was sending. Bank Representative took notes and put on my account. Told me that it should go through shortly. 

XX/XX/2023 : Funds still had not been sent by the bank. 
I contacted the Bank and asked what was going on. 
Spent over 1.5 hours on the phone being told my transfer was flagged by security and I needed to tell them exactly who the memo was regarding. They said they would not send my money unless I gave them details of why I was sending. I explained I was paying my attorney for a case they were handling for me. The Bank then said they needed to know the name and address of the other party in my legal case to which I replied I was not at liberty to discuss that publicly. 

I requested to have the wire cancelled on the XXXX and the money returned to my account. 

XX/XX/2023 : The funds still were not returned to my account. 
I contacted the Bank again and was on the phone over 1.5 hours again asking why they won't send my wire, and was told again that their security team flagged the transfer and unless I tell them what they want to know the money wouldn't be sent. 

I requested from the bank a reason for why the account was flagged, and they couldn't provide me any response because that was another department. I again asked for the money to be returned to my account. They said they'd put in a request to the security team to do so but couldn't promise anything. 

No case number, no other information for me to prove I spoke with them. 
The representative I did speak with was named XXXX XXXX XXXX ID # XXXX I then reached out to my attorney ( to whom I was trying to send the funds ) and they had never heard of any regulations from a bank requesting to know the details of a legal matter in order to send a wire transfer. They did say I could tell them if that would release the funds. 

XX/XX/2023 : Money still not returned to me. 
I contacted the bank again and spoke with another Manager for 2 hours XXXX. 

I said I would give them the information on the case however the Manager now told me I had my chance and I blew it so " If you want to cancel the wire transfer now, say YES Or NO ''. She was very rude.

I explained that I had already cancelled the Wire days ago but the money wasn't there yet. They've been holding onto my {$4000.00} plus {$30.00} for the transfer fee for over a week. 

I then asked, " If I say yes to cancel, can you confirm I will have my funds returned to my account by the end of the day ( XX/XX/2023 ).? '' The manager, XXXX said yes. IT's on a recorded line so she did say yes. 
I agreed to cancel the wire again. 
I also asked if I tried to resend the money to the same domestic account again, would it be flagged by their security team? 
She answered YES. 
While on the phone with her, I created a NEW Wire for {$500.00} to the same exact external account and sent it. It was wired without any issues. 

XX/XX/2023 - The funds were not returned to my account. 
XX/XX/2023 : I contacted the Bank again and spoke with XXXX who said she's try to expedite this return. 
She did give me a case number to refer to ( regarding this call on this day ) - will provide later. 

Again XX/XX/2023 - the fund are still not in my account, no one has contacted me and I have no where else to turn to in order to get my money returned to me. They told me I could send a letter to the president of Capital One if I wanted to file a complaint. 

I am reaching out to XXXX to see if they can assist in getting my money returned to me. Capital One is stealing over {$4000.00} from me without any explanation as to why and how to get it returned.

Company response to consumer: Closed with explanation