Consumer complaint received 2024-04-01
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION (DC)

On XX/XX/XXXX of this year, in an effort to pay down a credit card balance of $ XXXX plus with CapitalOne ( CO ), using my online bill pay with XXXX  XXXX XXXX, I inadvertently sent CapitalOne {$25000.00} instead of the {$2500.00} I intended. Upon realizing the error when the payment was posted in my online banking account on XX/XX/XXXX, my wife spoke to XXXX XXXXXXXX XXXX on the following day. She was told by XXXX that the money had been taken from my accounts ( checking and savings as I have overdraft protection ) and was floating out there in some financial cloud and that we would not be able to do anything to fix the error until the money landed at CapitalOne. After the money landed at CapitalOne, my wife spoke to a CapitalOne representative who acknowledged that there was a credit of $ XXXX plus ( CO assumed that since I had sent enough to cover the entire balance, that that was my intention, hence the credit for $ XXXX and change. ) and that CO would mail her a check for the amount that we should expect within ten days. Ten days came and went and no check. As luck would have it, I called 15 days after the error was posted and was told that we would have to wait 15 days before a check for the credit could be issued and since today was day 15, a check would be issued and I should have the check within ten days. Ten days and still no check. Going to my CO account online I noted that on XX/XX/XXXX, CO posted a credit of {$18000.00}. Still no check. We have made several phone calls, spent hours on the phone either on hold waiting for account managers and explaining the situation at least a half dozen times. All to be told the check was in the mail. Where are we today? Still no check. On XX/XX/XXXX, I spoke with XXXX, an accounts manager, who told me that a decision was going to made on the XXXX about how this was all going to be resolved. On the XXXX of XXXX, we spoke to XXXX, an accounts manager and were told that CO would stop payment on the first check issued and issue a second check which will be mailed to us. I am a XXXX XXXX whos looking at retirement and has worked hard to save that money. {$18000.00} is a lot of money and is the foundation of my familys financial security. We asked, insisted that CO XXXX  XXXX, XXXX or XXXX or use any secure method to send us our money. They ( he ) refused, stating that the postal service is the only way CO sends checks to their customers and that we should receive the check within ten days. When we stated that the USPS already failed us once, please use a secured method to send us our money, XXXX said no and that CO usually waits for the customer, us, to hang up in frustration. When asked if there is any system in place where we could directly inquire to insure the check had actually been issued and in fact mailed, the answer was to call the 800 number and ask for an account manager. 

We need your help. The stress this matter is causing both my wife and myself, the hours spent, to no avail, to try to get our money returned and the underlying fear that this money will disappear into thin air is beyond our having to be patient.