Consumer complaint received 2025-10-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IN

Complaint narrative:
Tax refund ( Tax period : XXXX XXXX, XXXX, {$1700.00} ) from IRS was not credited to my account at Capital One Bank. 

Received notice of direct deposit of IRS refund sent to my account on XX/XX/XXXX. 
Watched my account at Cap One for the deposit to be credited within 3-5 days On XX/XX/XXXX, nothing was in the account. Contacted Cap One twice. They reported no deposit. 
On XX/XX/XXXX, called IRS and then Cap One once again and spoke close to an hour with Cap one. 
Over the next few weeks, I spoke with both Capital One and the IRS regarding a claim, a trace, etc close to Twenty ( 20 ) times. 
On XX/XX/XXXX the IRS opened a claim/inquiry for me. 
I was told by Cap one that it would take 30 days to respond to me, then later, it would be 90 days. I was told by the IRS they had 120 days to investigate. 
* On or about XX/XX/XXXX I got a letter from the IRS ( dated XX/XX/XXXX ) regarding my inquiry. There was a copy of form XXXX included with the letter. 
* The Letter stated IRS had deposited my tax refund of {$1700.00} on XX/XX/XXXX and I should contact Capital One. 
* Contacted Capital One, they said I needed to send an email and a copy of the Form XXXX received to the following email address : XXXX They specified they would need another 10 days to research my claim. 
* I sent the email. I received no response. 
* Contacted Cap one again on or about XX/XX/XXXX and was told Cap one was going to be crediting my account for the total amount due of {$1700.00} on XX/XX/XXXX. 
* On XX/XX/XXXX no credit was in my account. Called Cap One. Spoke with multiple people who all told me the same thing, which was that they didnt know what time the credit would be made that day, but that it was going to be made. 
* No credit was ever made. 
* No response to the emails I sent to XXXX I then received a strange email from customer care at Cap One, stating no credit was going to be made to my account. The email message was somewhat unprofessional with multiple spelling and grammatical errors. I felt it was somewhat suspicious. 
I contacted the IRS on XX/XX/XXXX and spoke with two people regarding this issue and was told I had to deal with Cap One. 
On XX/XX/XXXX I sent another lengthy email to Cap One discussing the claim and requesting information about what happened to my IRS tax refund? 
Never got any type of follow up from either Cap one or the Treasury Dept regarding the claim, the return of for XXXX from Cap One to Treasury. 
No information or notice has been provided to me from either party. 
On XX/XX/XXXX I contacted Cap One once again and was told by the representative that there was no claim and no paperwork. 
I asked to speak with a supervisor. After close to 20-25 minutes a man came online and stated we were on a recorded line. He proceeded to tell me that there was no claim, then he stated the claim was closed, then he stated no emails or documents were ever received by Cap One. I provided the email address and he said it was the wrong address, and then he did add that he saw a correspondence from XX/XX/XXXX and two documents attached. When pressed to provide identifying information on the two documents, he was unable to do so. 
I had sent the form XXXX and the first page of the letter addressed to me from the IRS regarding the deposit into Cap one on XX/XX/XXXX. This was sent in my initial email with the Case number provided by Cap one in the subject line and in the body of the letter itself. 
The supervisor was unable to tell me where he was located, simply saying offshore and unable to provide any answers regarding my claim, or my money. 
His only recommendation was another claim or a rebuttal to the findings of the last claim (? ) which has yet to be resolved. This will take another 10 days or more for Cap One to investigate-again. 
The address now provided for emails to be sent for claims is : XXXX. I have a suspicion this is not the correct address, as this issue is NOT A CARD ISSUE. IT IS A BANK ACCOUNT/WIRE DEPOSIT/CREDIT OF {$1700.00} Issue. 
During the phone conversations with the offshore reps for Capital One 360, I asked specifically if the email address they were providing was investigations with an S or investigation without the S. I was told more than once it was plural-with the S.

I used both addresses for my emails to them, my emails were not returned as unable to deliver to sender.

However, I am on high alert now with this suspicious situation with Capital One 360 and my inability to connect with anyone other than an offshore call center. I have asked where this call center is actually located and I was told they could not tell me, only say offshore.

I have repeatedly tried to get someone higher up and asked for connection to someone in the United States as the reps I have been speaking with dont even seem to understand the IRS or Treasury Dept and the refund check that seems to be lost.

I called the IRS once again, and eventually got a representative that told me to send a letter to the XXXX  XXXX XXXX XXXX, she gave me the address. I sent a letter on or about XX/XX/XXXX. 
I also sent a letter to Capital One on or about the same date, XX/XX/XXXX. 
I have not received responses from either entity I contacted the Capital One again, and they began to tell me they could not return the money to the IRS unless the IRS told them to do so. This was approximately XXXX XXXX. 
I called the IRS, they said they dont know what the bank is talking about and its the banks responsibility to credit my account. Approximately XXXX XXXX. 
In XX/XX/XXXX I contacted my local congressman 's office to get some help with this issue. I submitted a Privacy Release Form with a short description of what I needed help with, to the Office of Congressman XXXX XXXX. I had some communication back and forth with someone in that office but nothing was ever resolved. I provided copies of the letters written to the Inquiry Unit and the bank. 
* On XX/XX/XXXX I sent a certified letter to Capital One Bank in XXXX XXXX XXXX, UT requesting the return/crediting of my tax refund check to my checking account. I

specified fifteen days for a response or I would pursue legal action. * According to the USPS, the Certified letter was received at the
Capital One Bank in XXXX XXXX XXXX, UT on XX/XX/XXXX at XXXX. 

I have not heard from Capital One.

Company response to consumer: Closed with explanation