Consumer complaint received 2025-07-07 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: CA

Complaint narrative:
Fri XX/XX/XXXX - Initiated an online transfer between my Capital One Account, ending in XXXX, to an external linked XXXX XXXX account held by my mother, XXXX XXXX, for {$1100.00}. These XXXX accounts have been linked since the year I opened my Capital One account and there are many successful transfers that have happened without issue between these XXXX linked accounts over these years. My mother is also listed as an account holder on my Capital One account. 

Thurs XX/XX/XXXX - Called Capital One in the a.m. because the transfer still had not been received to the XXXX XXXX account. It is usually received no later than Wed the following week when sent on a XXXX We were told that the transfer would hit the XXXX XXXX account by the EOD XXXX XXXX XX/XX/XXXX. 

Fri XX/XX/XXXX - XXXX {$1100.00} still had not been deposited to the XXXX XXXX account. Called Capital One first thing in the morning. Spoke to customer service, was transferred to a manager, and then to the fraud department to file a dispute. Was told that the " only recourse '' we had for our missing {$1100.00} was to file a dispute, even though it is Capital One who lost the money and not an outside vendor. Filed the dispute for the money Capital One transferred out of my account ending in XXXX but never transferred in to my XXXX 's XXXX XXXX account ending in XXXX. Capital One now claims to have no idea where my money is. 

Today is now 10 days since I filed the claim and I have not received any credit to my account for the missing {$1100.00} and I have not heard anything from Capital One about my missing money. Again, Capital One was supposed to have transferred the money from my Capital One account to a LINKED XXXX XXXX account belonging to my mother, that has been linked since I opened my Capital One Account. The money was never received by the XXXX XXXX account. 

Capital One provided me a confirmation number for the transfer transaction. Capital One is now claiming that they do not know where my {$1100.00} is and that they can not trace their own transfer with their own confirmation number??? This is stealing. I am a student and {$1100.00} is a lot of money for my family. They should be able to trace their own transfer confirmation number and find where they sent my money and either return it to my account or send it to the intended XXXX XXXX account. This is inexcusable and fraud on their part. They have acted as if the missing {$1100.00} is not their problem and not a priority to return. 

The Capital One transaction confirmation number for the {$1100.00} transfer on XX/XX/XXXX is XXXX ( provided by Capital One ). The Capital One dispute claim number, filed XX/XX/XXXX is XXXX. Again, we were told that the only recourse we have for our {$1100.00} that Capital One lost is filing a dispute. 

As of today, they have not returned our money to the original account, the transfer has still not been received by the linked account, and we have heard no additional update from Capital One regarding the missing money.

Company response to consumer: Closed with explanation