Consumer complaint received 2016-10-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Money transfers
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
I have linked an external bank account with my Capital One account. During that process I had to verify the external account through Capital One by trial deposit, which was successful, I also made a few transfers with no delay. On XXXX I initiated a transfer of {$1000.00} from Capital One to the external account. I received a confirmation that it would be completed by XXXX. Shortly after I received a call and an email from Capital One regarding the transfer. The email informed that my external transfer had been suspended. I immediately called Capital One to rectify the issue. I spoke with an agent that told me there was no longer a suspension on the account and the funds would be available to me on XXXX. On this date the funds were not available and I called them back. At this time I was informed the funds would be available to me on XXXX. This also did not happen. I called again and was told that everything was fine. Later I was told that the transfer had been reversed. I called again and spoke with an agent and a supervisor asking why the transfer wasnt processed and was told, I hadnt called in time for the fraud dpt to verify the account. By this time I had called at least 4 times. I asked the supervisor if he would be able to expedite the transfer because at this time I was receiving bounce check fees from the other bank. He told me he couldnt and I would have to reschedule the transfer. What he hadnt told me was that Capital One had removed my external accounts from my profile which made it impossible to schedule a transfer. During the call in which I spoke with a manager I asked to have a letter written on my behalf from Capital One explaining this was a bank error and that they refund me the fees I was charged from the external account. He told me he would have to escalate the situation and upon review of the previous recorded calls they would make a determination. I received a call from their escalations team in which I was told there would be no refund or letter. I asked the agent if the previous calls were pulled and taken into consideration before the decision. She informed me the decision was made based on agent notes and the calls were not pulled. I have made every possible attempt to have this transfer processed in the timeframe the bank promised. I have called almost every day of the week of this transfer to rectify and was not told until after the date the bank promised that there was still an ongoing issue. I called specifically requesting to speak with the fraud dpt and was assured that there was no need to do so. Capital One has failed to provide a reasonable explanation as to why their agents were unable to identify that there was an ongoing issue or that the external accounts were removed from my profile when a supervisor instructed me to reschedule the transfer. This has caused me undue stress, aggravation, time spent trying to resolve and now my financial reputation is being tarnished at my new financial institution with no offer for correction on my behalf from Capital One as they have dropped the ball and expect me to pick up the fees and unwanted negative standing with my new bank.

Company response to consumer: Closed with explanation