Consumer complaint received 2026-06-09 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: UT

Complaint narrative:
On XX/XX/year>, I began a personal loan application with XXXX. After multiple requests for documentation and repeated submission of required materials, my loan was approved on XX/XX/year>. A portion of the loan proceeds was disbursed directly to other financial institutions for debt consolidation purposes, while the remaining balance was intended to be provided directly to me for additional debt consolidation expenses at my discretion. Although I requested direct deposit/ACH for the remaining proceeds, XXXX informed me that the funds could only be issued via paper check. The first check was reportedly mailed but was never received. I contacted XXXX by phone to report the missing check and informed them that I was in the process of moving. At that time, XXXX advised me that the check would be reissued but stated it could only be mailed to the address listed on the original loan application. I was specifically informed that XXXX did not place any do not forward restriction on the mailing. At the time, I had an active USPS mail forwarding request in place, as well as USPS Informed Delivery, allowing me to monitor incoming mail. All other mail, including a change-of-address notification sent by XXXX itself, was successfully forwarded and received. However, the loan check never arrived. XXXX subsequently reissued the check two additional times, neither of which I received. During a later phone call, a XXXX representative informed me that the issue may have been caused by XXXX omitting or improperly formatting my apartment/unit number on the mailing envelope, causing the checks to be returned to XXXX. I was advised that the issue had been corrected and that a fourth check would be sent. I still did not receive the check. I have also since been informed by XXXX that their checks are, in fact, not eligible for USPS forwarding. This directly contradicts earlier representations made to me by XXXX representatives, who explicitly stated there was no restriction preventing forwarding through USPS. Had accurate information been provided initially, alternative arrangements may have been possible much earlier in this process. It has now been nearly 90 days since the original loan approval. I have contacted USPS multiple times in an attempt to locate or intercept the check, but USPS has confirmed they never received it. Despite these repeated failed delivery attempts, XXXX has refused to provide any alternative method of disbursement, including ACH/direct deposit, certified mail requiring signature confirmation, or in-person pickup arrangements. Each time I contact XXXX, I am told there is nothing further that can be done. At this time, XXXXr has failed to provide the remaining approved loan proceeds despite multiple documented attempts to resolve the matter. The full loan balance is being reported on my credit report even though I have not received the entirety of the approved funds. I am currently obligated on this loan and have already begun making payments based on the full loan amount and original repayment terms despite the incomplete disbursement of funds ; XXXX has stated they will not modify the terms of the loan despite my failure to receive the remaining loan proceeds. I am requesting the following resolution : Immediate reissuance of the remaining loan proceeds via ACH/direct deposit, certified mail requiring signature confirmation, or another secure alternative delivery method ; Reimbursement or adjustment of any interest, fees, or financial harm associated with the delayed disbursement of funds ; Adjustment of the loan terms, including payment amount and accrued interest, to reflect the period during which the remaining proceeds were not made available to me ; Written confirmation that no additional credit inquiry or new loan application will be required in order to access the already-approved loan proceeds.

Company response to consumer: Closed with non-monetary relief