Consumer complaint received 2023-06-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XXXX XXXX, 2023 at around XXXX I deposited {$1900.00} into a capital one atm located in XXXX in the town of XXXX Massachusetts. I had planned on depositing {$2500.00}, I had counted it before I went into the store and right in front of the atm. So I split the cash to what looked to be half of it so I dont overstuff the atm all at once. Was planning to put 2 separate stacks into the atm. The stack I pulled aside was mostly {$20.00} bills so it looked like half. And when I counted it to deposit the rest into the atm it came out to {$540.00}. And saw on the screen the atm only counted {$1400.00} from the first stack I deposited which was absolutely wrong. It shouldve been {$1900.00} after I counted what was left over. so I was {$510.00} short. Now I thought the atm mightve mis-counted because I mightve put more bills then the atm can take at once. So I deposited the money even tho it was short and put the rest of the money I planned to deposit into my wallet so I didnt have any more problems and called capital one customer service the morning after because their website said that customer service was already closed that night. I received an email on XX/XX/XXXX at XXXX saying they received my claim. And on XX/XX/XXXX at XXXX they emailed me saying I have a temporary credit of {$510.00} in my account. So then the claim is made and on XX/XX/XXXX at XXXX I get an email saying that my atm claim was denied because our review of atm systems and records show the transaction posted correctly. So I called them the same day I believe on XX/XX/XXXX or XX/XX/XXXX for them to take another look and to send me what information they used to come to that conclusion. And on XX/XX/XXXX all they sent to me to show what they used to make the decision was the atm records which showed that I only deposited {$1400.00}. I dont think they looked at anything further then the reports and my thoughts are if the machine messed up my transaction obviously its gon na show what it told me on its records right? So again on XX/XX/XXXX I email them back asking to reopen the case and send me any new information they used to make there decision. On XX/XX/XXXX at XXXX I received an email from them stating, We finished looking into your dispute ( s ), and your claim has been denied because our review of ATM systems and records show the transaction posted correctly. I received this email with no documents attached to show me what additional resources or information they used. And received the exact same email again on XX/XX/XXXX at XXXX. With no documents attached. I called them on XX/XX/XXXX and spoke to them for almost an hour trying to get an explanation for it and asking why they are only going off the atm records. Hour of conversation went no where all they told me is they can not reopen the case and that theres nothing else they can do about it. And that I was wrong and they were right. I even spoke to a supervisor or a manager and they told me the same thing. No additional documents provided to show if they investigated the case any deeper. Im left hanging {$510.00} shorter then I should be.

Company response to consumer: Closed with explanation