Consumer complaint received 2025-10-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT

Complaint narrative:
On XX/XX/XXXX a transfer in the amount of {$270.00} was sent [ to me ] from an outside bank account belonging to a friend of mine. She inadvertently tranposed the last two digits and the funds were deposited into a checking account belonging to another account holder with Capital One. When I realized this had happened I immediately called Capital One and was to XXXX, employee ID XXXX. I was told they would would file a claim for me, claim # XXXX. They requested a TRACE number and stated that they would investigate and if they were able to see that the money was sent to another account, they would reverse that and send to the correct account belonging to me. I eventually sent via email a PROOF OF DEPOSIT ( around the XXXX of XXXX ) and a TRACE number ( around the XXXX of XXXX ). I called several times for a status update, asking why the money was allowed into an account that didn't match the account holder name on the transfer. The only response I ever got to that was blaming the sender for messing up the account number. I explained that there were mistakes on BOTH sides. The original error in recording the account number, and the error made by Capital One when they failed to verify that the NAME on the write transfer matched the account number it was being sent to. I was told by ANOTHER representative at Capital One on XX/XX/XXXX that the TRACE number shows that the money went to the wrong account, to which I replied, " yes, that's why a claim was submitted a month ago, at the suggestion of a representative from Capital One, why would we file a complaint if it went to the RIGHT account number? CAPITAL ONE told me to send that TRACE number so they could verify that the money did in fact go to the wrong account ''. That representative then told me that the sending bank had to fax a Letter of Indemnity. Today, XX/XX/XXXX, when calling in to ask about what the purpose of that letter is, [ spoke to 'Lawrence XXXX, an outsourced representative ] and why we all of a sudden need a Letter of Indemnity , and why they asked for only a TRACE number a month ago, I was put on hold so he could speak to his supervisor before responding to my requests and complaints. He returned to the call and stated that there was a provisional credit made on to my account ( there was NOT ) on XX/XX/XXXX. I told him there had never been a provisional credit made and to check again. He checked again and started " you're right, there was no provisional credit ''. He then brought up a {$270.00} XXXX deposit made to my account on XX/XX/XXXX, by the same friend who sent the original {$270.00} on XX/XX/XXXX. He tried telling me that I did receive the {$270.00}, but I had to explain to him that this was not the same deposit. The original one was a direct wire transfer from another bank. This second deposit was sent via XXXX, and was sent to make up for the fact that the initial deposit went to thy wrong account! I asked to speak to his supervisor at this point. He placed me on hold, returned to the call and told me, verbatim, " my supervisor said the is not Capital One 's problem, this is the sender 's problem, so you need to speak to them ''. I explained that speaking to the sender is futile because the money left that account a month ago, and Capital One has been telling me for over a MONTH that they only needed a TRACE number! I asked for his employee ID and again to speak to his supervisor. The call was disconnected.

Company response to consumer: Closed with explanation