Capital One Bank Account Or Service Complaint

Capital One Bank account or service department,

Other bank product/service Deposits and withdrawals Florida

I am the Payee Upon Death on my aunt 's account. I called Capital One Bank for the procedure to have funds disbursed. I was told to go into the branch to retrieve funds. I explained that I live in - and was told that I had to send her original death certificate and a Letter of Instruction to the branch where the account was opened, which I was told was the branch located at - - -, - - - - I sent the requested documents via Priority Mail on -/-/-/-/2015 to that location. Since I was told that the funds should be disbursed about a week after the bank received the documents, I called the - - branch on -/-/-/-/2015 to verify if the documents were received, and when would the funds be disbursed. I was told that the - - branch was not the origination branch, and the origination branch was located at - - -, -, - and that the - - branch had forwarded the documents to the - branch. I asked when and was told that they just sent the documents, and did not make a record of when the documents were sent. I then called the - branch to see if they had received the documents and was told they had not received the package. It appears that my original documents are nowhere to be found, and no one has a record of receiving my documents. I took me about - weeks just to get the procedure, and now it is taking extra time to try to figure out what happened. What I am requesting is that the funds, which are mine, are disbursed to me. Thank you for your assistance.