Consumer complaint received 2022-04-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I am filing a complaint against Capital One because I have a missing deposit since XX/XX/2022 for a cheque mailed by XXXX XXXX XXXX XXXX with the amount of {$980.00}. I have noticed the missing deposit on XX/XX/XXXX and since the banks were already closed that day, I was able to call on XX/XX/2022. The first agent I spoke to, told me to call XXXX and she asked for a tracer number. On the same day I called Capital One, another agent spoke to me and asked me if I have a paper cheque sent or if it was a digital electronic transfer. XXXX advised me to file a dispute with XXXX because she claimed it was from their bill pay department, she advised XXXX should be informed. 

I called XXXX after I spoke with the Capital One agent on XX/XX/2022 and informed them about the missing cheque and I was told they can not file a dispute because the cheque was received by Capital One where it was sent, the agent provided me the tracer number and the image of the cheque. 

XXXX call : a new agent telling me the same thing and recommended me to file a dispute with XXXX because the agent said, XXXX should have rejected the cheque because the bank accounts did not match. I called XXXX and the agent told me it's not their fault because they sent the cheque where it should go. Capital One was the one who accepted the cheque and deposited it elsewhere. XXXX provided me the tracer number, they provided me a copy of the cheque image and I was willing to send the image to Capital One but they never requested this evidence. 

XXXX call XX/XX/2022 XXXX pm I spoke with XXXX, an account XXXX from Capital One, and he took the information given and said he would send it to research and told me he will put my case on escalation for the missing deposit of {$980.00}. 
Each time I call, I always tell them the money is meant for my mortgage payment and I needed it. He told me research will respond in XXXX weeks. 

XXXX call on XX/XX/2022 XXXX I spoke with XXXX and I told him the same information ( where it looked like the other agents I spoke with were NOT putting it on their notes ). I kept repeating all the information I have provided from the previous calls. XXXX told me request was placed again on escalation and told me to call back within XXXX hours. 

XXXX call XXXX XXXX pm spoke again with a few agents until I was transferred to XXXX. XXXX explained that they also have a new address on file when I provided the address on XXXX XXXX XXXX : XXXX XXXX XXXX XXXX, MN on XX/XX/2022 and was encashed by Capital One on XX/XX/2022. She also put my account on escalation and then she gave me a new updated address which I corrected with XXXX XXXX XXXX immediately. The new address they want me to send the money in is XXXX XXXX XXXX XXXX, NV. 

XXXX call XXXX XXXX am I spoke XXXX and I gave her all information and number codes found at the back of the cheque because she said the other agents did not put the other numbers needed and they can not move forward with their research. 
Information I gave on this day was the account number printed on the back of the cheque where the money went ( which is not my bank account number ). It was deposited and encashed on XXXX XX/XX/2022 Capital One, XXXX XXXX reviewed the details placed at the back of the cheque and informed me that it wi ; ; be about XXXX hours to get info from them. 

XXXX call XX/XX/2022 another agent spoke with me and she reviewed the notes on my file and she said it looked like everything was in order XXXX should receive a call in XXXX business days. 

XXXX call XX/XX/2022 XXXX I called Capital One and XXXX XXXX the account XXXX told me he will put it on escalation, he didn't even read the notes on the case, he kept telling me that I was not providing the information he was asking me about. He claimed he will put my case on escalation and this time he says it would be XXXX calendar days before I will receive a call and then he hang up.

Company response to consumer: Closed with monetary relief