Consumer complaint received 2022-01-31
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I wrote a XXXX check # XXXX of {$2000.00} to myself and deposited to my Capital One checking account via the mobile app. On XX/XX/XXXX, I received the confirmation email from Capital One that my check deposit was accepted. I also saw on my mobile XXXX app that the check was cleared with the image of the back of the check with the stamp that the fund was sent to Capital One. Therefore I went ahead to close my XXXX account. 

Later I saw on XX/XX/XXXX Capital One posted a check deposit reversal on that XXXX check. I called their Customer Service and was told there was no signature on the back. I told them I had the check image from XXXX with the signature on the back. Then the representative said the note was signature does not match but I had proof that all signatures looked exactly the same. She then told me to go to ATM and deposited the physical check. I told her I already closed my XXXX account and asked whether it would be an issue and she still insisted I should try. 

I also went to the Capital One at XXXX XXXX XXXX ( XXXX XXXX ) and talked with their Ambassador there. She helped me connect to another representative over the phone and I was told the same - to deposit the same check via ATM. So I deposited the same physical check via ATM on XX/XX/XXXX. The check was reversed on XX/XX/XXXX. I was not surprised this time as the XXXX account was already closed as I told those Capital One customer representatives ( I have no idea why they suggested me to do that knowing the account was already closed ). 

During XXXX and XXXX, I called Capital One customer service a few more times. They kept telling me that XXXX never released the fund from the check I deposited on XX/XX/XXXX, and told me to contact XXXX. As XXXX already merged with XXXX, I went to XXXX XXXX and also contacted XXXX customer service a few times. Long story short, XXXX did open a claim for me and spent time to research my transaction. On XX/XX/XXXX, they called me to confirm again they had proof that they did process my check and released the fund to Capital One. XXXX representative also mailed me a letter with all detailed information of the processing as a proof of payment to forward to Capital One. I called Capital One again and provided all the proof to someone who seemed to be at supervisor level. He promised me the escalation team would look into it and he had all the details from my first call in XXXX up till now with the detail from XXXX Bank that I provided. I asked for next steps if I dont hear from them and he said they definitely call me. 

Capital One never called me as promised. Instead they sent me an email on XX/XX/XXXX and told me about the XX/XX/XXXX check deposit and that it was reversed because the check came from a closed account, which was not the issue under discussion since the beginning. 

I sent them a reply and explained the whole situation again and emphasized my complaint is about the XXXX deposit check of {$2000.00} on XX/XX/XXXX, which XXXX said and provided written proof and detail of payment to Capital One but Capital One never deposited to my account and told me they never received the fund. 

I have not received any response from Capital One after that. I have done my best to inquire all information from both banks regarding to the XXXX check deposited to Capital One on XX/XX/XXXX. XXXX also already provided me with all details of their payment to Capital One regarding that check. In the past 4 months, Capital One has not shown any efforts to even understand the issue or look at the issue professionally. All my contacts with them were a waste of my time at this point.

Company response to consumer: Closed with explanation