Consumer complaint received 2025-04-09 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
Hello, On XX/XX/XXXX, I contacted Capital One to close my savings account. They advised me to close the account and have a check sent, so it would be the fastest way to receive funds. We initiated that process. She said it would take 5 days. After a week and a half, I contacted them, and they said it could take up to XXXX weeks or XXXX business days to receive the Check. They said I needed to be home but did not give me a tracking number or other dates or details on when I needed to be home. ( We work from home, so no problem. We also have cameras and no history of anyone delivering or ringing for sign-on delivery ). 

On XX/XX/XXXX, after not receiving the Check, we called and told them we had not received it. They said they would reissue us a check. It would take 3 days to reissue the Check, and they would expedite delivery. The Check should arrive XXXX day after it is issued. 

On XX/XX/XXXX, we received an email stating : " Before you're issued a new check, let 's confirm your information. First, download the Affidavit of Lost, Destroyed, or Stolen Cashier 's Checks form.Then, follow the instructions to fill out andsubmit the form. '' The form is as follows : Instructions : In order to make a claim for payment of a cashier 's Check which has been lost, destroyed, or stolen, you must either be the remitter of the Check ( the person whose account the funds were debited from ) or the payee ( the person to whom it was made payable ), and you must complete this form before a notary public and return it to us. Please note that your claim is not effective until the XXXX calendar day following the date the cashier 's Check was issued. Even if your claim has been received by us, we are permitted to pay the Check prior to the effective date of your claim to any person entitled to enforce it. In the event that your claim becomes effective and is honored, you may be liable for the amount of the Check should it subsequently be paid to a person having the rights of a holder in due course. Return by emailing or mailing to : Email : XXXX Address : Capital OneXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Before me, the undersigned notary public in the jurisdiction set forth above, personally came and appeared ______________________________ ( " Appearer '' ) who, after being first duly sworn, testified and declared, under penalty of perjury, as follows : 1. Appearer is no longer in possession of the following cashier 's Check ( the " Check '' ) issued by Capital One, N.A., its affiliates, successors, and assigns ( " Capital One '' ) ( all blanks must be completed ) : 2. Appearer is ( check one or both as applicable ) the remitter of the Check the payee of the Check 3. Appearer 's loss of possession of the Check was NOT the result of a transfer by Appearer or of a lawful seizure.

4. Appearer can not reasonably obtain possession of the Check because ( check one ) the whereabouts of the Check can not be determined, or the Check was destroyed, or the Check is in the wrongful possession of an unknown person or of a person that can not be found or is not amenable to service of process 5. Appearer intends this Affidavit to constitute a Declaration of Loss and claim for payment of the Check. If Appearer is other than an individual, the person executing this Affidavit on behalf of Appearer warrants that he or she is duly authorized by Appearer to make this Affidavit and such claim.

6. Appearer will indemnify and hold Capital One bank harmless at all times from and against any and all claims, actions, proceedings, losses and expenses, including counsel fees, which in any manner may be instituted or incurred by Capital One Bank by reason of the issuance of a replacement check, or for any other matter arising out of the Check. '' On XX/XX/XXXX, we called them and spoke with a XXXX. They were unwilling to provide us with additional support besides the Affidavit process. This Affidavit wants us to assume liability for losing a check we never received. We asked the XXXX if she had access to the tracking number, and she said she couldn't see it on her side and that the people on the other side of this email could : XXXX We feel they acted incredibly irresponsibly to ensure that we knew where our money was at all times, that they lost the Check, that they are trying to force us to assume responsibility for losing the Check, and are now holding our money hostage until we sign this Affidavit and then additionally they would hold our money for an additional 90 days and begin the process over again. Please help us, this is incredibly unethical and hostile to the consumers.

Company response to consumer: Closed with explanation