Consumer complaint received 2021-05-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
XX/XX/2021, I made an online purchase in the morning with no problem using my debit card. The afternoon I attempted to deposit money in the ATM at Capital One Bank. The transaction was rejected, and the ATM returned my money back to me saying not authorized. I attempted to make another deposit to another account, but the same thing happened. 

XX/XX/2021 at XXXX PM, I contacted Capital One Bank on XX/XX/2021, and was told the ATM was not functioning properly to receive the funds, it was not reading the card. I was told the card had to be brought back in active state, and it was up and rolling ; that I can use the card now. However, I was not able to use the card. 

XX/XX/2021 at XXXX PM, I contacted Capital One again and was told by the representative the card was not connected to the account I use for debit card purchases. She said all transaction are declining because I don't have enough money. However, I told the representative I had {$700.00} in the account. The representative checked the account and confirmed the funds were in the account, yet it was showing I don't have enough money. The representative then transferred me to a supervisor. The supervisor said the system is saying there is no funds, but he said he does see funds in the account, and he didn't know why it's showing no funds. He said everything looks fine. He told me to try and make a purchase again at the pizza restrain to see what the error code was. The supervisor confirmed it didn't go through and he sees the same error and he does not know why. He said he was seeing I had enough money to cover the transaction of {$34.00}, the card he said was not blocked, the card does not have any restrictions, and he does not know why the payment didn't go through. H checked further and said it was not my fault. With the supervisor on the phone, I attempted to make an online purchase and the card declined again. He agreed to have another card sent out to me, so I submitted a request for another card through Capital One Bank. 

XX/XX/2021 at XXXX PM, I spoke with Capital One again and the representative said it looked like my card was active. There were automatic payment that did post, but my insurance payment didn't post even though I transferred enough money in the account. The representative confirmed there was money in the account. The representative continued to speak with the back office who did not give him an explanation, and he said he would send an email to a team that would connect my card. The call ended with no resolution. 

XX/XX/2021 at XXXX PM, the representative said there was no fraud on my account. She said she see that card was not activated. The representative said she asked her supervisor for assistance, and she said that she was told there was nothing that could be done. The representative then transferred me to a higher supervisor, but no one came to the phone. 

XX/XX/2021 at XXXX XXXX, and the representative transferred me to a supervisor. He said he was expediting me a new card. His explanation was that the problem with my account is that the new card cancelled my card ; that's the error message the system is showing. That was incorrect because the problem existed before the new card was ordered. 

XX/XX/2021 at XXXX XXXX, I called Capital One because a replacement card with the same card numbers, but different expiration dates arrived in the mail, but the representative told me that the card was sent out incorrectly, and that a new card with a new number was sent out because my account has been flagged for fraud. She was giving me a different explanation from the other representatives. She said purchases were attempted with zero-dollar purchases, however, prior representatives told me that they say funds in the account, but it was reading zero funds. However, they told me to make a purchase while I was on the line with them. The representative told me the purchased I tried to make with zero balance was considered fraud. I explained that a Capital One representative told me to make a purchase to see what the error code was. She said, even if a representative told me to make purchase while troubleshooting, there would still be a fraud Flag. I was transferred to a supervisor to file a complaint with complaint. 

XX/XX/2021 at XXXX XXXX, I contacted Capital One because the new card with different card numbers arrived, and the new card would not activate. I was transferred. The supervisor said he had to send an email to connect my card. This is the same process that was done with the original card, and the card still did not work. 

Capital One has cause a fraud on my account, and I'm very concerned about this. I have been a customer for many years.

Company response to consumer: Closed with explanation