Consumer complaint received 2024-05-03 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Problem with customer service — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WV

Complaint narrative:
On XX/XX/XXXX I requested a certified check to use for paying my mortgage. I received this check, and sent it to my mortgage company on XX/XX/XXXX via XXXX. I had never done this before and mistakenly did not get tracking on my shipping. By XX/XX/XXXX, I had called the mortgage company and they told me they did not have the check. I called XXXX XXXX asking what sort of options I might have if they don't receive the check given I have no tracking. The employee explained to me that they could only put a stop payment on the check, which would cause me to be separate from my money for several months while they investigated, and that this was my only real recourse. I informed him this was not something I wanted, I needed access to my money ASAP and I wasn't sure the check was lost, just late, so I would prefer to wait and see if it arrives. 

Somehow, this employee still put a stop payment on my check, without communicating that to me. My mortgage company cashed the check, and then reversed it when it failed, and charged me fees and placed my account into a derogatory un-trusted status for payments. I immediately contacted Capital One about this. 

I was told a case was opened to investigate, that it would take a month to resolve. A month went by and I heard nothing. I tried to call in and was told that I can not speak with someone involved with my case as they are the 'back office staff and don't take phone calls '. At this point I'm livid. They explain I need to fill out an affidavit in order to get the process going to get my money back, even if it's their fault. Which makes absolutely no sense at all. I have to sign a legal document stating the check is lost/destroyed/stolen when it wasn't? That seems illegal to force someone to sign something stating an untruthful version of events. Nonetheless I did that out of desperation to recover my money, while getting in contact with the XX/XX/XXXX at Capital one via email I sent after finding their addresses online. 

TheXX/XX/XXXX for theXX/XX/XXXX reached back out to me, and to her credit did everything she could to help. She got in contact with the agents in charge of my case and acted as a XXXX party for me to communicate with them. Nonetheless nothing was resolved. Capital One insisted that they needed an affidavit from me. It is difficult for me where I live to get to a XXXX, much less a post office, so this has been extremely inconvenient for me and cost me quite a bit of time and money. Even so I took time off work, got the form signed and notarized and shipped to their address with tracking and provided all of this to the XXXX XXXX. 

The one positive thing that came from this is that the XX/XX/XXXX reimbursed me for *some* of my expenses, they paid for the notary, the expedited shipping, and the fees I was hit by my mortgage company. I was not compensated for my time or gas or stress or any of the other negative financial fallout from not being able to access my hard earned money which includes several of my bills going unpaid or paid late so that I could feed my children. There is irreparable damage done to my credit and reputation with my mortgage company. I had to convince them to not open a fraud investigation, as this looked very suspicious from my end. 

As if this wasn't already enough, Capital One are now claiming, even though I have tracking to prove it, that they never received the affidavit and are demanding I send another one. I am at the end of my rope. I have been without thousands of my dollars due to theirXX/XX/XXXX and my family has suffered severely in the months since.

Company response to consumer: Closed with explanation