Consumer complaint received 2026-02-25 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
REGULATORY COMPLAINT AGAINST CAPITAL ONE, N.A. Date : XX/XX/XXXX Complainant : XXXX XXXX c/o XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : ( XXXX ) XXXX Email : XXXX Financial Institution : Capital One, N.A. Account Number : XXXX Amount in Dispute : {$20000.00} FUNDS FROZEN AND RECOVERABLE AT RECEIVING BANK. Related Institutions : XXXX Payments, XXXX XXXX ________________________________________ I. SUMMARY OF COMPLAINT I am filing this complaint regarding Capital Ones failure to exercise reasonable diligence in assisting me to recover funds transferred in error through an ACH transaction. On XX/XX/XXXX, I initiated an XXXX bill payment of {$20000.00} intended for my XXXX. Due to fraudulent email interference, incorrect payment information was entered and the funds were sent to an unintended account at XXXX XXXXXXXX XXXXXXXX. The receiving bank froze the funds due to a name mismatch between the intended payee and the account holder. Despite the funds being identifiable, frozen, and recoverable, XXXX XXXX failed to initiate or pursue effective recovery procedures and closed my claim without resolution. As of the date of this complaint, nearly XXXX months later, the funds remain frozen and unrecovered. ________________________________________ II. TRANSACTION INFORMATION Amount : {$20000.00} Date of Transfer : XX/XX/XXXX XXXX Payment ID : XXXX ACH Trace Number : XXXX Capital One Claim Number : XXXX Claim Opened : XX/XX/XXXX ________________________________________ III. DETAILED FACTS 1. On XX/XX/XXXX, I initiated an ACH bill payment through Capital XXXX ( via XXXX Payments ) to XXXX XXXX XXXX. 2. Due to an email scam, incorrect account information was entered by me in the XXXX XXXX. 3. The funds were deposited into a XXXX XXXX account belonging to a different name than the intended recipient. 4. XXXX XXXX flagged the discrepancy and froze the funds beginning XX/XX/XXXX. 5. On XX/XX/XXXX, I immediately notified Capital One and opened a formal claim. 6. I made repeated follow-up calls requesting updates and recovery assistance. 7. Capital One closed the claim without returning the funds and without providing evidence of meaningful recovery efforts. 8. Capital One subsequently opened and closed multiple claims, changing classifications without explanation or resolution. 9. I received only form letters stating the case was closed and provisional credit withdrawn. 10. Capital One did not provide documentation of communications with XXXX XXXX or explanation of obstacles to recovery. 11. XXXX XXXX is aware the funds were sent in error and has frozen them pending proper request from the originating bank. ________________________________________ IV. ALLEGED FAILURES BY CAPITAL ONE Capital One failed to : A. Exercise Reasonable Care Close the claim despite frozen, recoverable funds and timely notice from the customer. B. Initiate Effective ACH Recovery Procedures Fail to demonstrate that appropriate interbank recall or recovery requests were pursued. C. Communicate Transparently Fail to provide meaningful updates, documentation, or explanation of actions taken. D. Escalate Appropriately Fail to escalate the matter despite the substantial amount involved and clear evidence of error. ________________________________________ V. APPLICABLE STANDARDS AND RULES This matter implicates : NACHA Operating Rules governing erroneous ACH transactions Consumer protection obligations applicable to national banks Duty of good-faith handling of customer disputes Reasonable assistance in fraud-related errors While I acknowledge entering incorrect information due to fraud, the originating bank retains responsibilities to assist in recovery when funds are identifiable and recoverable. ________________________________________ VI. CONSUMER HARM This situation has caused significant hardship : {$20000.00} represents funds intended for essential home renovation Extended financial disruption Significant stress and time spent pursuing resolution Loss of access to funds for nearly XXXX months ________________________________________ VII. REQUESTED REGULATORY ACTION I respectfully request that the agency : 1. Investigate Capital Ones handling of this matter 2. Require Capital One to reopen the claim and initiate a formal request to XXXX XXXX to recall an erroneous ACH transaction. 3. Direct Capital One to pursue all available recovery procedures with XXXX XXXX 4. Require documentation of all actions taken 5. Ensure ongoing efforts until the funds are returned 6. Review whether Capital Ones procedures comply with applicable consumer protection standards ________________________________________ VIII. SUPPORTING DOCUMENTATION AVAILABLE I can provide upon request : ACH transaction confirmation Claim records Trace number documentation Payment ID information Correspondence from Capital XXXX Any additional materials needed ________________________________________ IX. DECLARATION I certify that the information provided in this complaint is true and accurate to the best of my knowledge. ________________________________________ Sincerely, XXXX XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation