Consumer complaint received 2026-01-23 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:
XXXX XXXX XXXX Capital One Bank Complaint Date : XX/XX/XXXX Account Holder Name : XXXX XXXX c/o XXXX XXXX XXXX XXXX Capital One Account Number : XXXX Contact Phone : ( XXXX ) XXXX Contact Email : XXXX ________________________________________ SUMMARY OF COMPLAINT I am filing this complaint regarding Capital One 's failure to adequately assist in recovering {$20000.00} that was sent via ACH transfer XXXX an incorrect account due to my input error. Despite the funds being frozen at the receiving bank ( XXXX XXXX ) and the account name not matching my intended recipient, Capital One closed my case without recovering my money. 
________________________________________ DETAILED FACTS Transaction Details : XXXX Initiation Date : XX/XX/XXXX Amount : {$20000.00} XXXX  Payment ID : XXXX XXXX  Trace Number : XXXXXXXX XXXX XXXX  Claim Number : XXXX Claim Opened : XX/XX/XXXX What Happened : XXXX. On XX/XX/XXXX, I initiated an ACH transfer for {$20000.00} through XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX 
XXXX. Due to my error in entering account information, the funds were sent to an incorrect account at XXXX XXXX. 
XXXX. Critically, the funds were deposited into a XXXX XXXX account with a different name than the intended recipient listed on my ACH payment authorization. 
XXXX. On XX/XX/XXXX, I immediately contacted Capital One and XXXX upon discovering the error and opened a formal claim ( Claim # XXXX ) ( XXXX # XXXX ). 
XXXX. XXXX XXXX froze the funds on XX/XX/XXXX, and they remain frozen as of today ( XX/XX/XXXX ) - over XXXX weeks. 
XXXX. Despite my repeated follow-ups, Capital One closed my case without recovering the {$20000.00}. 
________________________________________ CAPITAL ONE 'S FAILURES Capital One has failed in its duty to assist me in the following ways : XXXX. Inadequate Follow-Through : Capital One closed my case while {$20000.00} of my funds remain frozen at another bank, providing no resolution or recovery. 
XXXX. Lack of Escalation : Capital One did not adequately escalate with XXXX XXXX to secure the return of funds that were clearly sent in error to an account with a mismatched name. 
XXXX. Insufficient Communication : Capital One did not provide clear explanations of what steps they took, why their efforts failed, or what additional options I have. 
XXXX. Premature XXXX XXXX : Closing a case involving {$20000.00} while funds remain frozen and unrecovered is unacceptable and leaves me without assistance from my own banking institution. 
________________________________________ RELEVANT REGULATIONS Under XXXX Operating Rules, there are established procedures for handling erroneous ACH transactions. While I acknowledge the error in entering account information was mine, Capital One has an obligation to : Assist customers in attempting to recover funds sent in error Work with receiving banks through proper banking channels Provide adequate support and documentation throughout the process Additionally, the account name mismatch should have been a red flag that warranted additional scrutiny and fraud prevention measures. 
________________________________________ IMPACT ON ME This situation has caused me severe financial hardship : {$20000.00} represents a substantial sum that was intended for renovation. 
The stress and time spent attempting to resolve this has been enormous I am left in financial difficulty while my money sits frozen with no resolution.

Company response to consumer: Closed with explanation