Consumer complaint received 2026-01-07 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: CAPITAL ONE FINANCIAL CORPORATION
State: LA

Complaint narrative:
I previously filed a CFPB complaint regarding Capital One about this same issue, but that case is now closed and the problem still has not been resolved ( CFPB Complaint ID : XXXX ). 

This entire situation has been very long, difficult, emotionally draining, and extremely stressful to the point where it is affecting my health. I have spent countless hours on the phone with Capital One trying to explain the problem, and the only answer I keep getting is : What it says on your statement is the correct information. 

The problem is that several XXXX payments were made from my Capital One account to crypto platforms including XXXX, XXXX, and XXXX. XXXX Ones statements show that these transfers went through. I understand that is what their system shows that is how I even know that the transactions exist. 

I also want to be clear that I am not disputing every single crypto transaction that ever came out of my account. I understand that some of the payments did in fact go through correctly, and I am not contesting those. The problem is that a significant number of transactions show as paid on my Capital One statement while the receiving platforms show that they never received those funds. Those are the transactions I have been trying to get traced and properly investigated. 

For those disputed transactions, the crypto platforms told me they did NOT receive the money. Because of this, I am missing both the XXXX I was trying to purchase AND the money that Capital One says was sent. Capital One shows the funds as leaving my account, the receiving platforms show no record of receiving them, and I have no access to the money at all. It is simply unaccounted for. 

I do not know whether the issue is with Capital One, the XXXX platforms, or somewhere in the ACH process which is exactly why I asked for this to be reviewed under Regulation XXXX, so that a proper investigation would be done to trace the funds. Instead, I feel like I am being forced to investigate everything myself. 

Throughout this process, Capital One has disputed incorrect transactions, misunderstood what I was actually saying, and provided very poor customer service. The representatives seem to read strictly from a script, and as soon as my situation doesnt fit that script, they repeat that theres nothing they can do. I have repeatedly and clearly asked for the XXXX tracing/tracking numbers ( FED XXXX XXXX ) so the receiving institutions can locate the transfers. Every time I am told that its on your statement, which is not a trace and not what I am asking for. 

I filed the earlier CFPB complaint because Capital One was not handling this properly. Eventually, I was told that Capital One completed their investigation. But nothing changed. I still have not received any trace numbers, I still do not know where the money actually is, and the receiving platforms still say they do not have it. The issue remains unresolved, and I still do not know where my funds went. 

During this time, Capital One issued provisional credits and then reversed them twice. They continue to rely only on what their internal statement shows instead of actually tracing the transactions and determining where the money landed. Because of this ongoing mishandling and delays, this entire process has caused serious financial hardship for me. 

On top of everything else, Capital One froze my account including my savings about a week before XXXX. I had money set aside that had nothing to do with these disputed transactions, and suddenly I could not access any of it. Because of that, I literally could not buy my children XXXX gifts and I could not pay bills that were due. So while mistakes were being made and mishandled on the banks end, I was the one dealing with the consequences : late payments, late fees, and the constant risk of shutoffs. 

As a result of all of this, I am now XXXX months behind on my mortgage. I am behind on most of my bills and constantly worried about services being shut off. I have followed the proper steps, filed disputes, and filed complaints and yet I am the one dealing with all of the consequences while nothing is being corrected. 

I am requesting that this issue be escalated and properly investigated. I need Capital One to provide the actual ACH trace results, explain where the money is, and correct any mishandling. My funds are not with me, and they are not with the platforms they are somewhere in the system and nobody will take responsibility or locate them. 

At this point, I simply need answers, accountability, and access to money that I rely on to live. I am asking the CFPB to require Capital One to conduct and document a real investigation, locate my funds, and address the financial harm caused by the way this situation has been handled.

Company response to consumer: Closed with explanation