Consumer complaint received 2024-09-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: KS

Complaint narrative:
On or about XX/XX/XXXX I, along with my brother and sister, went to Capital One Bank in XXXX, LA to close my deceased father 's checking and savings accounts. We completed the forms with the help of the branch manager. The total amount of the accounts was approximately {$170000.00}. Per the probate documents, the accounts were split equally between my two siblings and me. On XX/XX/XXXX my siblings received their share of the proceeds via XXXX. I did not. I contacted Capital One Bank 's Bank Estate Operations department on XX/XX/XXXX and was told there was an error in processing my payment, that it had been corrected, and that I should receive my proceeds in 1 to 3 business days. On XX/XX/XXXX I still had not received the check and called in to Capital One Bank to inquire as to the tracking number for the XXXX  shipment. The phone representative looked into this and discovered that the check was not sent XXXX, but US Postal Service, which per the representative is NOT how it was suppose to be sent to me. I was then told that it would be 7 to 10 days since it was incorrectly sent via USPS. On or about XX/XX/XXXX I still had not received the check and when I called into Capital One Bank and asked to speak to a manager or someone who could authorize a new payment, I was told that they, the phone representative, did not have the ability to connect me with a manager or processor. I was informed that I could either email the department or request a manager to call me. I requested a phone call. I was told that it would take 24 to 48 business hours for someone to reach out to me. I was also told that their department that handled this closed at XXXX XXXX XXXX. On the following Tuesday I called in because I had yet to get a phone call ( it was XXXXXXXX XXXX XXXX when I called ). Again, I was informed that the rep had no way to expedite my request to speak with a manager and that they could request a call back and it would be 24 to 48 hours for that call to happen. Finally, on Thursday XX/XX/XXXX, I was contacted by a processor, his name was XXXX XXXX didn't give me a last name ), and I requested that they put a stop payment on the check they mailed, to re-issue a check, and to overnight a new check to me. XXXX informed me that they couldn't do that, and that I needed to complete an affidavit stating I had not received the check. He emailed me the form later that day, I completed it, had it notarized, and faxed it into Capital One Bank on XX/XX/XXXX. On XX/XX/XXXX I emailed Capital One Bank asking if they had received the fax, and I received an automated email stating that it would take 3 to 5 days for a response. I called in on XX/XX/XXXX and spoke with a phone rep who was very helpful in looking into the matter, and she informed me that the fax was received and that they wouldn't process the new check for 90 days from the issue date ( XX/XX/XXXX ). Again, I was unable to speak to anyone who had the authorization to move this along faster. It's now been 4 weeks since my siblings received their funds and I still do not have my funds. Plus, I may not see anything for another 2 months. Capital One Bank has stonewalled me and dragged this whole thing out ridiculously. I did nothing wrong, and completed the paperwork correctly on my end. This has been a problem of their making, yet I'm the one stuck sitting with no check. Those funds are needed to help with expenses of the upkeep of my father 's property until we can get it sold. There seems to be no sense of urgency on Capital One Bank 's part. Everyone keeps telling me they're sorry for my loss, yet don't seem to care about doing their jobs in a timely manner. Currently Capital One Bank has a savings account paying 4.25 % APR and with a balance of {$57000.00} ( my share of my father 's accounts ), that equates to about {$200.00} per month I'm losing in potential interest. It's just silly that Capital One Bank has messed up on several occasions, yet no one there seems to be in any hurry to fix their mistakes.

Company response to consumer: Closed with non-monetary relief