Consumer complaint received 2024-05-16 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: WA

Complaint narrative:
On XX/XX/XXXX, I tried to transfer XXXX XXXXXXXX from my Capital One Bank Account to XXXX for my wife. XXXX locked the transfer and the account with a concern that the transaction maybe fraudulent. After discussions with Citibanks customer service and incident respond team, they explained that they will return the transferred fund to my Capital one account when Capital One request the transfer back with an official and signed Unified Indemnification Agreement. I have been trying to work with multiple Capital One agents and have not been able to get this incident to a resolution. During this time, I have called Capital One agent on support center, have XXXX call with Capital one agent and with XXXX agent XXXX with agreement on how to move forward. However, Capital One agent was either not able to do what was agreed or never responded to follow-up. I have then emailed CEO of Capital One and an agent would call me back telling me he will look into this and then ended up not responding again. I would email a compliant to the CEO and I will get another call bank. This happened for the past XXXX  month and XXXX weeks. 

Timeline of the incident ===================== Date : XX/XX/XXXX Online ACH transfer setup : From Capital One Account : XXXX To XXXX Bank Gold Account : XXXX XXXX Small amont deposit on XX/XX/XXXX and confirmed on both XXXX and CapitalOne bank account. 

Date : XX/XX/XXXX From Capital One Account : XXXX To XXXX Bank XXXX Account : XXXX ACH Transfer Amount : {$80000.00} Date : XX/XX/XXXX XXXX marked the transfer as need verification and not releasing the fund to the XXXX XXXX account. I contacted Capital one customer service and I was given the suggestion to use the ACH to request the {$80000.00} back from XXXX to the same Capital One account with the already setup ACH transfer. Capital One account was credited with the amount. 

Date : XX/XX/XXXX {$80000.00} credited on Capital One account on XXXX was reversed. Contacted Capital One and was told XXXX block the transfer. Credit was removed from Capital One Account. Filed a request for back office to investigate what is the correct way to get the fund return. 

Date XXXX, XXXX Multiple Calls with Capital One phone support and manager at phone support to have XXXX call to XXXX together. XXXX indicated the proper process is to get an indemnification letter signed by Capital One ACH deportment leadership for requesting the transfer back. Capital One Agent agreed to get an letter sent out from the back office team. When checking with XXXX, they claim they did not get the indemnification letter or there isn't the right info we agreed over the phone. This is repeated for this time span. Capital One Agent say to XXXX they sent Fax, and XXXX XXXX say they are only accepting email. 

Date : XX/XX/XXXX XXXX from Capital one XXXX EXT XXXX XXXX from Capital one contacted back claiming another letter of indemnification was sent over email. But XXXX still claim they did not receive it. XXXX suggested to given him time to work on this. 

Date : XXXX, XXXX XXXX, XXXX XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Worked with XXXX to get the letter of indemnification resent and call XXXX to confirm. We had multiple XXXX conference calls together with XXXX and XXXX. When checking with XXXX, they claim they did not get the indemnification letter. XXXX told me to wait XXXX weeks to call back for another attempt. This is repeated for this time span. 

Date : XX/XX/XXXX XXXX agreed to send me the indemnification letter so I can work with XXXX directly without getting on XXXX call each time. However, the letter I received a letter with no case number and no signature and it is not the indemnification letter XXXX requested. And the letter said XXXX which may incident this was never EMAILED to XXXX. This was not what we have agreed multiple time in prior XXXX phone calls. The Capital One representative agreed that they will email the indemnification form to get the fund returned and with the proper info and signature on the form. 

Date : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Tried to contact XXXX multiple times for update and never heard from him. 

Date : XX/XX/XXXX XXXX the first complain email to the president and CEO of Capital One about the situation. 

Date : XX/XX/XXXX XXXX from Capital one called back XXXX EXT XXXX We have a XXXX call to Citbank and XXXX turns out Capital One had a wrong email address. After we corrected the Email address, XXXX provided the correct the Incident report case number was never in the form. XXXX worked on the case and try to get a letter of indemnification to XXXX. The info given during the XXXX call with XXXX and Capital One agent and myself : ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) XXXX : XXXX XXXX XXXX XXXX # XXXX ) Email for document and incident submission : XXXX Requirement to process the incident : Unified Indemnification Agreement stating the fund transfer was valid and Capital One will indemnify XXXX if the fund is not valid. 

Date XX/XX/XXXX XXXX acknowledge that she sent the letter to the right email address and we called XXXX to confirm they have received it. They asked XXXX to check back for status. 

Date : XXXX, XXXX XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Tried to contact XXXX multiple times for update and never heard from her. 

Date : XX/XX/XXXX Written the second complain email to the president and CEO of Capital One for no respond from XXXX. 

Date : XX/XX/XXXX XXXX from Capital one called back XXXX EXT XXXX XXXX promise that he will found out the status and get back to me Date : XX/XX/XXXX XX/XX/XXXX, XX/XX/XXXX Tried to contact XXXX multiple times for update and never heard from him Date : XX/XX/XXXX Written the third complain email to the president and CEO of Capital One for no respond from XXXX Date : XX/XX/XXXX Written the third complain email to the president and CEO of Capital One for no respond from XXXX. Reporting this with the help from my lawyer to State Attorney General for a complain to both Capital One Bank and XXXX Bank.

Company response to consumer: Closed with explanation