Consumer complaint received 2024-10-30
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: CAPITAL ONE FINANCIAL CORPORATION (NY)

- XXXX XXXXXXXX in the amount of {$4200.00} was mailed to XXXX XXXX XXXX XXXX for receipt by XX/XX/year> via XXXX XXXX through Capital One 's 3rd party bill pay service. I did not personally write or mail the check. It is all done directly through Capital One Bill Pay where I schedule the check and it is created and mailed to my landlord, which I have been doing for almost 10 years. 
- I became aware of an issue on XX/XX/XXXX when my landlord notified me in early XXXX that he had not received the rent for XXXX. 
- When I checked the account, the check had been cashed, and I thought this was just an error on the landlord 's part, but when I looked at the check image after the landlord told me they definitely did not receive the funds, I noticed that the check was endorsed and paid on XX/XX/XXXX to " XXXX XXXX XXXX XXXX '', instead of the intended recipient, XXXX XXXX XXXX XXXX. I have never heard of or done business with this company. 
- I called Capital One immediately on Sunday XX/XX/XXXX, and was told to contact them the next business day. 
- I called on Monday XX/XX/XXXX and they said they were filing a claim and it would take XXXX days. 
- I called again on XX/XX/XXXX to check in and they gave me the case complaint number : XXXX. Representative : XXXX - I checked in with Capital One again on XX/XX/XXXX, but the representative XXXX from customer protection ( XXXX ) told me the claim was denied due to being improperly filed. She said she would file it properly and I would receive an email in XXXX business days. 
- I called again on XX/XX/XXXX to check on the status after not receiving the email. They said they emailed me information on XX/XX/XXXX but absolutely did not. There are no records of anything in my inbox, spam, etc. I had them confirm the spelling of my name and my email address and they said the email was sent. When I requested they resend the email they said they could not resend it. They said I could not speak to anyone else unless I hung up and tried calling again. They said it would take up to 45 days again. 
Friday XX/XX/XXXX I called again, and representative XXXX ( employee ID : XXXX ) Said the claim was once again improperly filed, and filed XXXX updated claim. Updated claim number : XXXX. XXXX was somehow able to get me a copy of a letter confirming that a temporary credit would be restored to my account pending investigation and the funds were restored. He said it would take another 30-45 days due to the claim being refiled ( this was the 3rd time I had to file the claim ) - I received a letter in the main on XX/XX/XXXX stating that Capital One is denying my claim because the check was " processed correctly according to the payment instructions you set up in the Bill Pay Center '', and that they will be withdrawing the temporary credit on XXXX. 
- I called on XX/XX/XXXX to see if any action has been initiated or recorded on the Representative XXXX transferred me to supervisor XXXX, who confirmed a rebuttal was filed yesterday. 
- XXXX confirmed that documentation that the rebuttal has been filed will be mailed to me within XXXX business days - I requested to speak to a business advocate like XXXX in XXXX who was able to email me this document also - Transferred to representative XXXX who XXXX me to their business advocate supervisor XXXX, who then transferred me to account supervisor XXXX. 
- XXXX denied my request for an email stating that the rebuttal is in process. 
- I was told again that this will take XXXX business days. 

I have no faith that Capital One will take care of me. I am a small business owner and am operating on very thin margins. My landlord is being patient, but has threatened that if we do not resolve this soon he is going to have to pursue legal action.