Consumer complaint received 2024-09-13 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Lost or stolen money order — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
I, XXXX XXXX, ordered a cashiers check worth {$13000.00} through Capital Ones mobile app on XX/XX/year>. The check was intended to be used for a personal vehicle purchase from a private party. Capital One issues cashiers checks through online banking or mobile payment, and delivers them via XXXX. The mobile platform asked me for the payees name, and asked me whether I wanted the check to be delivered to me, or to the payees address. I opted for it to be delivered to me. I did not have to fill any address information, as the option to choose already had my name and my address registered with Capital One. The check was issued and sent on XX/XX/year>. 

On XX/XX/year>, XXXX tried to deliver me the check. However, to my surprise, the recipient who had to sign for the package was the payee. Somehow, Capital One made an error, and addressed the delivery to the payee instead of me. They sent it to the correct address which is my home address. But they made an error regarding the person who would sign for the delivery. 

Since I could not receive the cashiers check, I completed the transaction using a combination of cash withdrawals and cash advance. So, the check is not useful anymore. I want to return the check and have it declared Not Used as Intended so that I can get the {$13000.00} deposited back to my checking account. 

I am unable to do so, as I can not sign for the check delivery, or pick it up from XXXX. Once again, it is sent to the correct home address, which is my address just as I chose while ordering the check. Yet, instead of me, the recipient was listed as the payee. I did not have to fill any delivery details while ordering ; my name and address were suggested to me by default on Capital One mobile app. So there is no possibility that I might have made an error while filling up the delivery details.

I contacted Capital One about this issue. They told me that I would have to wait for XXXX  to eventually return the check to sender after failed delivery attempts. I asked them to contact XXXX  to initiate the return as soon as possible, and they responded by saying that they are unsure if they can do that. I am surprised that Capital One is taking no steps to resolve and error that is entirely due to their mistake. Contacting XXXX  should be an easy task for a bank like Capital One.

I asked Capital One to provide me written information via email to confirm the issue, their role in it, and the steps they were going to take to resolve this issue. On the phone, I was told that I would receive the email. I have not received any communications from Capital One, neither via email or phone. 

I am worried that my check could get lost, or somehow get sent to the payee whom I already paid. The check needs to be declared Not Used as Intended and canceled, but I can not sign the XXXX  delivery to receive the check and initiate the process. Capital One is not helping at all, other than the standard customer service talk of we apologize for the inconvenience. 

I have proof of all transactions, including the vehicle purchase that I completed without using the check. For my FDIC complaint, I filled up and example cashiers check form. I have a screenshot of the mobile app platform for the check delivery choice, clearly displaying that the choice is automatic and the name that appears for delivery is my legal name. 

Further, I am worried that this bank might have a bigger problem with their check software. Clearly, there was an error that incorrectly listed the payee as the recipient despite me choosing the option to have the check sent to me. If this is a software bug, then any customer of Capital One who orders a cashiers check could be affected by the same issue. As a US banking system customer and an economist myself, I am genuinely worried about the possibility of a systemic error for such a large bank. This is borderline check/banking fraud, since Capital One now has my funds, and is blocking me from taking the steps to get them back entirely due to their own error.

Company response to consumer: Closed with explanation