Consumer complaint received 2025-07-23 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL

Complaint narrative:
Hello, I previously filed a complaint with the CFPB under case number XXXX. In their response, the bank claims that a check was sent to me on XX/XX/year>, and delivered on XX/XX/year>. However, this is not accurate. 

In my original complaint, I explained that I spoke with a bank representative on XX/XX/year>, who confirmed two important things : 1. The banks system does not show which address the check was mailed to whether it was my Primary Mailing Address in Illinois or my previous address in California.

2. The check was sent without any tracking number, so there's no way to verify whether the check was ever actually delivered or even mailed at all. 

So, the banks statement that the check was " delivered on XX/XX/XXXX '' appears to be factually incorrect and misleading. 

In the same response, the bank also states that the check was cashed, and if it wasnt me, I should notify them immediately. However, I already stated in my original complaint that I never received the check and had informed the bank on XX/XX/year>. 

It took the bank 18 days just to determine the check had been fraudulently cashed and send me an Affidavit and Agreement of Forged Endorsement form via email. A case was then opened under ID # XXXX. 

On XX/XX/XXXX, I completed the form, had it notarized, and sent it back via email and fax. 

On XX/XX/XXXX, the full amount of {$73000.00} was recredited to my Capital One account. However, I am still unable to access or withdraw these funds, and nearly two months later, I have no information on when or how Ill receive my money.

When I call the bank, Im simply told to wait.

Please note : I have recordings of all phone conversations Ive had with the bank and can provide them upon request to support my statements and timeline. 

Heres what I need clarity on : 1. I suspect the bank never mailed the original check at all, as there is no tracking or confirmation, and even the bank can not verify where it was sent.

2. I want to know the exact date when my funds will be fully released.

3. I want to know how my money will be returned. I no longer reside at the address listed as my Primary Mailing Address. Since the forced closure of my account, more than three months have passed. 

I am requesting that the bank sends me a wire transfer to my savings account at XXXX XXXX. XXXX is now part of Capital One, so this should be straightforward. 

Receiving another check is not a viable option Im a commercial truck driver and currently live in my truck without a permanent residential address. I no longer rent a place and only stay at hotels when necessary. 

Mailing checks without tracking or signature confirmation is insecure and puts clients funds at serious risk. In my case, this exact flaw resulted in a major financial loss and delay. This practice is unacceptable and jeopardizes both current and former customers ' financial security. 

Thank you, XXXX

Company response to consumer: Closed with explanation