Consumer complaint received 2025-10-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: CAPITAL ONE FINANCIAL CORPORATION

Complaint narrative:
On XX/XX/year>, I transferred {$1700.00} from Upwork.com to my old Capital One checking account ( ending in XXXX ). I discovered the account had been frozen due to inactivity - the account had not been used in approximately 8 years. 
I immediately contacted Capital One on XX/XX/year> ( XXXX calls at XXXXXXXX XXXX and XXXXXXXX XXXX XXXX time ) to address the frozen account and access the funds. 
On XX/XX/year>, the XXXX funds ( {$1700.00} ) were successfully deposited into the Capital One account, bringing the balance to {$1700.00} including accumulated interest. 
On XX/XX/year>, I called Capital One XXXX times ( XXXX XXXX XXXX XXXX and XXXXXXXX XXXX XXXXXXXX time ) to discuss account closure and disbursement options. A representative advised that the funds could be disbursed via XXXX transfer to a linked bank account. She instructed me to update my account information on file, wait for test deposits for verification, and call back once verified to complete the disbursement. I followed these instructions. 
On XX/XX/year> at XXXX PM XXXX time, after verifying the test deposits, I called Capital One to initiate the disbursement. I explicitly informed the representative that I am a XXXX citizen residing in XXXX and do not have a XXXX mailing address. I confirmed multiple times that the disbursement would be via XXXX transfer, and the representative confirmed this would be the case. 
Capital One instead mailed a check to an address I have not lived at in over 8 years ( shown on the XXXX bank statement as " XXXX Checking Closeout by Check '' on XX/XX/year> ). 
On XX/XX/year> ( XXXX calls at XXXXXXXX XXXX and XXXXXXXX XXXX  XXXX time ), I followed up when no ACH transfer appeared. I discovered the check had been mailed to the outdated address. I again explained my situation and requested XXXX payment, providing my current international address as a backup option. 
Capital One mailed another check to the same incorrect XXXX address. 
On XX/XX/year> at XXXX XXXX XXXXXXXX time, I called and escalated to a XXXX who assured me she would process an ACH transfer. 
Another check was mailed instead. 
On XX/XX/year> at XXXXXXXX XXXX  XXXX time, I spent XXXX minutes on the phone escalating the issue again. I was once more promised an XXXX transfer. 
On XX/XX/year> ( XXXX calls at XXXXXXXX XXXX  and XXXXXXXX XXXX  XXXX time ), I followed up as no ACH transfer had been received. 
On XX/XX/year> at XXXX XXXX XXXXXXXX time, I spent XXXX minutes on the phone with an escalation XXXX who again promised an ACH transfer would be processed. 
XXXX XXXX : XXXX XXXX total calls over XXXX months, totaling XXXX minutes of phone time. 
Despite repeated confirmations from multiple representatives and escalation managers that funds would be sent via XXXX, Capital One has only mailed checks to addresses where I can not receive them. I have verified ACH capability but can not receive paper checks at either my outdated XXXX address or my current international address. 
I am requesting that Capital One immediately disburse the {$1700.00} via XXXX transfer to my verified bank account on file.

Company response to consumer: Closed with explanation