Consumer complaint received 2026-02-06 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Confusing or missing disclosures — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ

Complaint narrative:
I submitted a complaint before and got a ridiculous response and the CFPB did not hold them accountable. Here it is again. Do better. 

Capital One is making a spread on their international wires without disclosing it. I know this because their fraud department told me they would transfer {$59000.00} to the account I directed. They could not tell me why I was being charged {$60000.00}. The transfer was for XXXX euros. There is an extra {$1600.00} that went out of my account and didn't go to the beneficiary. Capital One 's customer service is so terrible that they couldn't tell me. Their fraud department called my wife at XXXX and would not speak to her about the account which she is a joint holder of. Capital One does not respect the institution of marriage. They told her I had to call back by XXXX. When I called back at XXXX they did not pick up. The first person I spoke to demanded the phone number of the beneficiary who is in XXXX and doesn't speak XXXX. No one else asked that. If a phone number is necessary, that should be on the wire form. Their branches, which I have to go to for an international transaction, are literally coffee shops and not professional. Their computers didn't work. The branch was full of XXXX Friday shoppers looking to use the bathroom. Its not secure physically. This was a horrible experience. They charge {$40.00} for a wire and then take a spread between XXXX XXXX rate that they quote me and the actual rate. That's unfair and dishonest. Their service is incompetent. Even after the funds were released, they couldn't assure me the transfer would go through. I spent XXXX hours on XXXX different calls and over an hour in the branch for a wire transfer that takes milliseconds. And I was ripped off {$1600.00}. They aren't even competent at ripping me off. 

Hide full complaint What product or service is your complaint about? 

PRODUCT OR SERVICE Money transfer, virtual currency, or money service TYPE International money transfer What type of problem are you having? 

Inactive modal ISSUE Confusing or missing disclosures HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY? 
Yes DID YOU REQUEST INFORMATION FROM THE COMPANY? 
No What happened? 

Capital One is making a spread on their international wires without disclosing it. I know this because their fraud department told me they would transfer {$59000.00} to the account I directed. They could not tell me why I was being charged {$60000.00}. The transfer was for XXXX euros. There is an extra {$1600.00} that went out of my account and didn't go to the beneficiary. Capital One 's customer service is so terrible that they couldn't tell me. Their fraud department called my wife at XXXX and would not speak to her about the account which she is a joint holder of. Capital One does not respect the institution of marriage. They told her I had to call back by XXXX. When I called back at XXXX they did not pick up. The first person I spoke to demanded the phone number of the beneficiary who is in XXXX and doesn't speak XXXX. No one else asked that. If a phone number is necessary, that should be on the wire form. Their branches, which I have to go to for an international transaction, are literally coffee shops and not professional. Their computers didn't work. The branch was full of XXXX Friday shoppers looking to use the bathroom. Its not secure physically. This was a horrible experience. They charge {$40.00} for a wire and then take a spread between XXXX XXXX rate that they quote me and the actual rate. That's unfair and dishonest. Their service is incompetent. Even after the funds were released, they couldn't assure me the transfer would go through. I spent XXXX hours on XXXX different calls and over an hour in the branch for a wire transfer that takes milliseconds. And I was ripped off {$1600.00}. They aren't even competent at ripping me off. 


I WANT THE CFPB TO PUBLISH THIS DESCRIPTION ON CONSUMERFINANCE.GOV SO THAT OTHERS CAN LEARN FROM MY EXPERIENCE. 

The CFPB will take steps to remove my personal information from this description but someone may still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps.

Inactive modal What would be a fair resolution to this issue?

Refund the undisclosed spread. Refund my fees. Clearly disclose fees. Clearly articulate criteria for international transfers. Allow spouses who are listed on the account equal rights.

What company is this complaint about?

COMPANY INFORMATION Capital One ACCOUNT NUMBER What people are involved? 


YOUR CONTACT INFORMATION XXXX XXXX Sender XXXX XXXX XXXX XXXX XXXX XXXX XXXX, New Jersey XXXX United States YOUR PREFERRED LANGUAGE 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 XXXXent to company STATUS Sent to company on XX/XX/year> We've sent your complaint to the company, and we will let you know when they respond. 

Their response should include the steps they took, or will take, to address your complaint. 

Companies generally respond in 15 days. In some cases, the company will let you know their response is in progress and provide a final response in 60 days. 

Company still working XXXX XXXX response is in progress as of XX/XX/year> The company has responded that it is still working on your issue In some cases, companies need more time to respond. You should receive a final response within 60 days from the date we sent your complaint to the company. 

COMPANY 'S INTERIM RESPONSE This complaint requires additional time for research. 
Company responded XXXX XXXX responded on XX/XX/year> RESPONSE TYPE Closed with explanation XXXX 's Response Please see our attached response ATTACHMENTS XXXX ( XXXX KB ) Feedback provided STATUS Feedback provided on XX/XX/year> Your feedback THE COMPANYS RESPONSE ADDRESSED ALL OF MY ISSUES No I UNDERSTAND THE COMPANYS RESPONSE TO MY COMPLAINT Yes THE COMPANY DID WHAT THEY SAID THEY WOULD DO WITH MY COMPLAINT No ADDITIONAL COMMENTS Just fluff. XXXX explain why their own reps gave me the number. Its not other websites. Its thier own internal people who cant tell me why they saw XXXX XXXX XXXX XXXX XXXX XXXXXXXX. I have another complaint about how they called me at XXXX to verify and said they closed at XXXX. How horrible their branch is. How they froze my bank account and caused me to be late in my credit card payment and how that froze my credit card and I couldnt use the card or do auto pay. There was no reason to freeze my account because of this transaction. I have been a cueste for 15 years. There was no apology for the rude treatment I received in the phone. Why ask the sellers phone number? Thats so unprofessional. Obviously I wont be using them in the future for international transactions and will transfer my business over time. Thus response was boiler plate, acceptable no accountability, and did not address my complaints. Capital One does not provide an internal forum for complaints or home their employees accountable or review their ridiculous policies like giving me XXXX minutes to call back or ask for a home sellers personal phone number in an agented transaction. Like they have the initiative to call someone in XXXX and speak to them in XXXX.

Company response to consumer: Closed with explanation