Capital One Credit Card Where's my refund? Internet

I recently refinanced my mortgage. When doing so I included a personal loan balance to be paid off by my lender to Capital One.  My bank issued a cashiers check for the balance to be paid in full along with a statement for my Capital One personal loan. But, instead of Capital One applying it to my personal loan they applied it to my Capital One credit card. After I checked on line to see if the check had been applied to my personal loan, I checked my Capital One credit card balance and noticed that the payment had been applied. The check was posted on Aug. 19th I contacted Capital One on Aug. 20th. After requesting that the payment be transferred to my personal loan I was told that it COULD NOT be done and that a refund request would have to be approved and a check for the payment would be reimbursed to me....supposedly within 4 business days. Well, it is now Sept. 13th and I still do not have this refund check. I have called numerous times to inquire about this refund check and was told each time that I would have the check in a few days. Yesterday after not receiving the check in the mail I contacted Capital One once again. Spoke to another account manager, she informed me that they could not locate the check in their system. There is an amount showing but not a check number.  This account manager then informed me that the payoff amount COULD HAVE been transferred to the personal loan which is what I had requested from the very beginning. Now an investigation is being performed to try and locate this mysterious check that I have never received. After the check has been located, if by chance it did not fall into someone elses hands and was cashed, Capital One will then stop payment on that check and apply the payment amount to my personal loan. In the mean time, Capital One that holds my personal loan is threatening to turn me in to the credit bureau for a late payment. It's been a nightmare.  I am hoping to get this situation resolved as soon as possible.  In the mean time I may be turned over to the credit bureau because of Capital One's screw up.