Consumer complaint received 2020-01-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/2019 at the XXXX branch for Capital One Bank in XXXX, Virginia, I requested to initiate an international wire transfer for {$4000.00} to XXXX to purchase land. The ambassador, XXXX, who initiated the wire changed the amount of my wire to {$4000.00} to charge me the {$40.00} international wire fee, but I was debited another {$40.00} the next day for the wire fee. The next day I also found out from the beneficiary that they were unable to get the money I sent because Capital One sent the wire without the beneficiary 's name. Apparently the beneficiary address was put into the name field and the beneficiary name was never included in the remittance, so the receiving bank was not able to release the funds. 

I returned to the XXXX branch on XX/XX/2019 and spoke with XXXX to cancel the wire due to her error of omitting the beneficiary name and inputting the address in the name field. She refused responsibility to the point where another ambassador, XXXX XXXX, interjected. Again I requested to cancel the wire, but XXXX insisted she would amend the wire instead. I was not provided any confirmation in writing of the amendment or that my request to cancel the wire had been initiated -- but I was assured that I would receive all the information in an email with an ETA. 

XX/XX/2019, XXXX XXXX was contacted over the phone to inform her that no information was received via email, that there is no email address associated with my account, to inquire about the status of the wire, and to request a refund of the 2 fees I was charged erroneously. I was informed that the person XXXX attempted to amend the wire with had not completed the request, but that XXXX would ensure the wire was amended that day. XXXX became irate and began to yell over the phone, at which time it was requested that she escalate this to her manager and that a complaint needed to be logged. The manager, XXXX XXXX, took over at that point but was unable to provide next steps or an ETA for what to expect. He did provide the case number as requested : # XXXX, but did not take information for the complaint. 

XX/XX/2019 at about XXXX XXXX ET, customer service was contacted over the phone so that I could find out what to expect -- when the money would be returned, when there would be a status update, what the status is currently, and what needs to be done next, and to file a complaint. The customer service representative indicated that she didn't have access to any of that information and the wire department was closed currently, so there's nothing she could do. She indicated that a recall would take 1-2 business days, but that I should go to a different branch for better service the next day since today is a holiday. 

XX/XX/2019 I went to the XXXX XXXX XXXX branch, also located in XXXX, Virginia, to inquire about the status of my request to cancel the wire. The ambassador, XXXX XXXX, informed me that no amendment or cancellation request had been initiated. but that he would request the wire cancellation that day. XXXX informed me that the funds from the wire would be returned to my account in 10 business days. My account was credited {$40.00} for the international wire fee that day. I also withdrew {$4000.00} in cash to take to XXXX XXXX so that I would be able to complete the land purchase transaction since Capital One Bank had made this whole transaction and resolution so difficult, and I wasn't confident that this would be resolved at all. 

I returned to the XXXX XXXX XXXX branch about two weeks later to check on the status of the wire cancellation request, but was told XXXX wasn't in and would reach out to me with an update. I was never contacted with an update and the wire has not been returned to me after 58 days ( as of the filing of this complaint ).

Company response to consumer: Closed with explanation