Consumer complaint received 2016-05-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
I have several accounts with Capital One Bank, so on XXXX/XXXX/16 I went to a Branch location to send an International wire transfer for {$27000.00}. I provided a printed sheet with all the necessary information clearly listed, & the employee filled out the Capital One wire transfer request form. He told the wire would take " up to XXXX business days '', even though every other financial insitution I have used, usually process such wires in only XXXX3 days. I was charged a {$40.00} fee for the transaction. I began contacting the receipient bank on XXXX & continued daily through XXXX, 14 days after initiating the wire transfer, to confirm arrival of the funds, but was told no funds had ever arrived. On XXXX I called the bank & spoke with the Branch Manager, who said he would check & get back to me, which he did not do. I finally went to the Branch on XXXX, & was told that the employee who had handled the original transfer on XXXX, had " failed '' to complete the transaction properly so nothing had been done for 15 days. Capital One simply ignored the fact that a {$27000.00} transfer had even been inititated, let alone remain uncompleted for 15 days, & felt no need to contact the customer. Apparently there are ZERO internal audit controls at Capital One, & their employees are so very poorly trained that they are basically clueless about any function other than accpeting basic deposits. The Branch Manager apologized for the lack of professionalism of the employee who had bungled the original transfer, & asked me to let him " personally '' handle the issue, & he would refund the {$40.00} charge since it was a bank error. I agreed. The Manager was then provided the EXACT SAME information sheet as the XXXX employee, & he filled out a XXXX Capital One wire request form, & again told me it would take " up to10 days ''. The {$27000.00} was then deducted from my account on XXXX. I began checking daily with the recipient bank on XXXX XXXX, but the funds had still not arrived by XXXX XXXX, so I contacted the Branch Manager, who was " absolutely & totally CLUELESS '' about what to do. He kept asking me to " simply wait '' & to " keep checking with the recipient bank ''. When no funds had arrived by XXXX XXXX, I contacted the Branch Manager & told him to return the {$27000.00} to my account, & I would have another bank handled the transaction. In response to my request for a refund, I was told NO refund would be forthcoming " until AFTER the bank initiated a search '', which could, AGAIN, " take up to 10 business days. Over the next 7 days we made REPEATED contacts to the Capital One Branch Manager, but were consistently told to " wait '' while they continued their tracking search. On XXXX XXXX I went online to " again '' check my account & noted that " miraculously '' a deposit of {$26.00}, XXXX had been posted as a deposit to my account on XXXX - 7 days earlier. Capital One apparently, unethically, if not illegally, back-dated a deposit date, because we have email messages from the Branch Manager on XXXX, XXXX & XXXX stating they were still " investigating '' the transaction. I contacted the Branch Manager on XXXX & demanded that the {$660.00} be returned to my account, & he responded that the difference was for a " bank fee '' by the " recipient bank '' due to incorrect information. A complete & total fabrication & lie. The recipient bank NEVER received the funds.And 100 % of the necessary information was provided to Capital One not once, but twice. In addition, I learned that Capital One uses XXXX for their International Transfers. I took the EXACT SAME information sheet to Capital One on XXXX & the funds were received by the recipient bank on XXXX. I am due {$660.00} from Capital One, for a transaction that was NEVER completed, which their Branch Manager has categorically lied about. Dishonest employees should NOT be allowed to remain with an FDIC insured financial institution.

Company response to consumer: Closed with explanation