Consumer complaint received 2024-09-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
On XX/XX/year> I ordered an XXXX XXXX XXXX  payment for {$500.00} online to be sent to my address on file also made to myself. The process begins with you hitting the XXXXXXXX XXXX XXXX tab there are XXXX disclosures XXXX ) {$20.00} Fee.. XXXX ) Fast Delivery -checks ordered before XXXX EST are usually delivered next business day. In rare cases, XXXX XXXX take longer to deliver the check than expected-plan ahead.. XXXX ) Large payments- XXXX XXXX XXXX are a great way to pay for things like a down payment.. XXXX ) Daily Limits there is a $ XXXX limit and $ XXXX limit per XXXX ) Funds Guaranteed A XXXX XXXX XXXX is different than a personal check because Capital One guarantees the amount of the XXXX ) Other options if you live near of our branches you can purchase a XXXX XXXX  for {$10.00}. 
I received and email to- Your XXXX XXXX XXXX ordered successfully confirmation # XXXX estimated delivery XXXX you'll get a confirmation email with capitalone @ notification sent to you with a tracking number- I received that next same day with XXXX XXXX XXXX XXXXXXXX. 

Here where the issue starts - I did not received my package on XX/XX/year>. Next day XX/XX/year> I contact Capital One customer service I advised package was not received she advised me that I would have to file an Affidavit of Lost, Destroyed, or Stolen Cashiers Check- I question why i have file an Affidavit since i never had possession of the check nor signed for it - It was there process that lost the item- she claim that's the procedure before i can even get my money back so i ask for an escalated call review which she advised me would take XXXX to 45 days ( What!! ) she than gives me an escalation # XXXX. 
I call on XX/XX/year> because I did not received the Affidavit and they are still not releasing my money to me when the error is clearly on their end- I ask for another call escalation # XXXX she also had that department send me another Affidavit. 
I received the affidavit via email- i print it and take to the Capital One bank at XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXXXXXX due to the affidavit requires a notary and it to be faxed or email to Capital One i thought i will go directly to the branch so i do not have to pay for a notary and it would be fax directly the department- well the only notary they have was on vacation for a week and the fax machine was broken. I than go to XXXX store to paid for a notary and fax to get this ball rolling.- Meanwhile i get a call from XXXX XXXX XXXX XXXX advising me that my package was possibly shredded in the conveyer belt and they are contacting the issuer to informed them of the problem. 
I call again on XX/XX/year> had my call escalated again spoke to very rude person who sounded like a robot insisting that now i have to wait 90 days from the date issue to received my money back even though the issue is on Capital one end. I requested XXXX more escalated calls # XXXX & # XXXX. 

I am writing to you because I feel like someone needs to advocate for me - and anyone else who lives paycheck to paycheck and does not just have an extra XXXX to be held by a Huge financial institution. 

I believed that there should have been a disclosure like the other XXXX listed on the website prior to me ordering my cashier 's check that if lost in transmission by Capital One- you will be held to be liable and required to get a notarized- Affidavit and will not get your funds until after XXXX unless you are a XXXX  XXXX. 

That way the consumer understands the risk and has choice- if I had seen that maybe i would not have ordered the XXXX XXXX XXXX online and went directly to the bank.

Company response to consumer: Closed with explanation