Consumer complaint received 2022-01-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/XXXX, I had signed into my online Capital One checking account to use XXXX service to make a payment transfer ( {$50.00} ) for services rendered by a friend ( named XXXX XXXX ). However, even though I honestly believed I did all the transactions correctly ( because it wasn't the first time I've used it ), the phone number I had entered had an incorrect digit ( instead of XXXX I put XXXX ) resulting in the money being transferred to someone else 's account rather than my friends. 
When I realized my mistake after confirming it, I called my bank 's customer service number immediately. The agent I spoke with at the time tried to help me by attempting to stop the transfer but was unsuccessful. He told me that the XXXX service was separate from the banks other services so it was out of his hands. On the note, he gave me some suggestions : first, to try contacting XXXX Customer Service to see if they can help me and/or second, contacting the person I mistakenly had sent the money to ( since her name, XXXX XXXX XXXX and phone # appeared after the transfer was made ). If these attempts failed then I should call back to make a dispute on the transaction. 
I followed thru what the agent suggested but nothing came of it. I called the person I sent the money to, leaving her msgs ( followed by a text ). She never contacted me back even to this day. Called XXXX and was not even able to get a live person because their automated operator was dictating that this service number applies only if youve used their app to transfer money, and if it was via the bank I would need to address the issue with them. With no other choice, I resorted to the last suggestion and placed the dispute on the transaction over the phone later that day giving all the details of what had happened, and was given Claim # XXXX. 
Even though I was told that it was going to take 5-10 days for the decision on the dispute, I had called a couple of times to follow up on the claim. I had noticed when I was viewing my online banking account that nothing had changed or reflected. Especially, when I clicked on the transfer transaction to see the history there was no indication of the dispute claim as I had experienced from other unauthorized transactions Ive previously disputed. I'd be given the round around that nothing yet was determined and that the claim was still under investigation, and needed to wait patiently within the given time. 
It was XX/XX/XXXX, when finally I was given an answer from a CS agent telling me that my dispute claim was denied because " they found no fault in the transaction '' and I will be receiving a letter regarding this decision soon. 
Obviously confused and upset about what I heard, I asked to speak with a supervisor because I didnt understand how can they determined this conclusion since I called regarding the obvious error that Id done, and reported it. I continued that when I had filed the dispute I had told them that my money ( in the amount of {$50.00} ) ended up being sent to the wrong individual ( because another name appeared in the transfer in my account that was not my friends ). How can there be no fault in that? So, my hard-earned money ends up lost, for someone else to keep? Theres no such thing as human error ( which happens every moment of every day, everywhere to all of us )? And I am just supposed to accept this decision? Apologetically, the agent answered in short, sorry but nothing can be done. 
When I was transferred to the supervisor and addressed the matter to her I had still received the same response. She even questioned me why didnt I double-check before finalizing the entry -- because it asks if you/re sure all is correct ; cause once it goes thru you can not undo it and/or retrieve the money and it states that, too. I told her it wasnt my first time sending transfers thru XXXX and I really believed all was correct, this is why I didnt hesitate to put it thru. Regardless, of what occurred this was unacceptable and wrong in so many ways because no one is perfect. Mistakes, such as type o 's are committed constantly, so that clause shouldnt even exist especially when it deals with money transfers. Banks are supposed to help you when youre using their services not condemn you to lose your hard earn money. 
I told her that I was going to report this matter to XXXX, CFPB, and if possible the news. She said I was trying to blackmail them and that it wasn't going to get me anywhere. I answered that this wasn't a blackmail since she wasn't able to help me I wanted to let her/them know my next step. It is wrong to offer and/or provide this kind of service containing this deceptive clause, and it's not even owned by the bank. 
After this discussion, I called, reported, and filed a complaint to XXXX ( and the news ). I found out that many people had made complaints about the XXXX transfer services, too ( either thru the bank or app ), and that they were previously known as " XXXX XXXX. '' They suggested I also follow thru reporting it to you as well in hopes that you can help me.

Company response to consumer: Closed with explanation