Consumer complaint received 2026-03-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IN

Complaint narrative:
Good afternoon, I currently have XXXX checking account and approximately XXXX savings accounts with Capital One. Since the beginning of XXXX, I have been unable to make any internal transfers between any of these accounts. Not to/from checking or any of the savings accounts. I initially contacted Capital One around XX/XX/XXXX and spoke with customer service. They were unable to figure out the problem and informed me that my concern would be escalated and that I would hear back from their " team '' via email within XXXX business days. After approximately XXXX business days with no response, I contacted Capital One via email and this is a copy of that email. Sent : XXXX, XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Transfer Issues Good afternoon, I am a Capital One customer. I am writing to formally escalate an ongoing issue that has now persisted for over a XXXX. During this time, I have been unable to make internal transfers between my Capital One accounts. I have contacted customer service multiple times, but the issue remains unresolved. I was previously told I would receive an update within XXXX business days ; however, that timeframe has passed with no communication. While one scheduled recurring transfer continues to process every XXXX, all manual transfers fail with the same message : Oops, we hit a snag. I have attempted every recommended troubleshooting step, including : Transfers on desktop using XXXX XXXX XXXX XXXX via the Capital One mobile app on both my phone and XXXX Transfers through mobile browsers ( XXXXXXXX XXXX XXXX ) Uninstalling and reinstalling the Capital One app twice on both my phone and tablet None of these steps have resolved the issue. This matter is urgent, as I rely on frequent internal transfers to manage approximately XXXX Capital One accounts, most of which require biweekly movement of funds. I am requesting that this issue be immediately escalated to the appropriate team with the ability to resolve internal transfer failures. I am requesting : 1. A clear explanation of why this issue has persisted 2. A defined timeline for resolution 3. Confirmation of receipt of this escalation 4. The name and contact information of the representative assigned to my case If this issue can not be resolved promptly, my next step will be to file a formal complaint with the Consumer Financial Protection Bureau ( CFPB ) to ensure the matter is properly reviewed. After sending this, I also notified Capital One via XXXX and was told someone would be in contact. On XX/XX/XXXX, I received a call from " XXXX '' phone number XXXX ext XXXX. XXXX let me know that this was a known problem and that IT is " working on it '' but there is no resolution date. She also told me the phone number she provided would likely be unanswered if I called back, as no one monitors. So basically, she called with XXXX resolution. At this point, this has now been going on for almost XXXX months and I'm still completely unable to transfer funds. I typically make around XXXX transfers each week and am stuck. I'm getting no response from Capital One and that is unacceptable. I would like CFPB 's assistance in resolving this matter, please. Thank you

Company response to consumer: Closed with explanation