Consumer complaint received 2023-03-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Issue -Capital One erroneously created a duplicate set of scheduled XXXX  checks. 
-Capital Ones attempt to mitigate one set of duplicate checks was incorrectly completed. 
-Capital One provided incorrect information for the status of all XXXX  checks. 
-Payees were negatively impacted when check items that Capital One cleared as good for deposit were returned stop payment. Most payees have not successfully deposited or benefited from the XXXX checks. 
-The account is in a current loss position of {$10000.00} due to Capital Ones errors. 
-The general manager of the account has made 6 phone calls to Capital One spanning 21 hours and spoken with more than 12 representatives. Capital One has failed to remediate the issue or even meet established timeframes for remediation, rather choosing to create new claim numbers. 

Overview -Partnership account setup under XXXX. 
-Monthly distribution to partnership participants setup through scheduled XXXX disbursements ( XXXX x {$720.00}, XXXX x {$4300.00} ). 
-XXXX  disbursements originally setup under online banking profile setup using partnerships XXXX. 

XX/XX/XXXX -Phone call to Capital One for assistance with scheduled XXXX  checks. Unable to edit payees in online banking to change address for one payee. 
-Representative advised online banking profile where payees setup restricted due to profile being setup under XXXX. 
-Representative setup new scheduled XXXX distributions for same 9 payees under existing online banking profile setup under partnerships general managers XXXX. 
-Representative did not delete payees from online banking profile setup under TIN, even though she knew that the profile was restricted and action could not be completed without Capital Ones assistance. 
-Capital One created a duplicate set of scheduled XXXX payees. 

XX/XX/XXXX XXXX scheduled checks disbursed ( XXXX x {$720.00}, XXXX x {$4300.00} ). 
-10 duplicate checks disbursed ( XXXX x {$720.00}, XXXX x {$4300.00} ). 
-20 paper checks created converted to Draft Check, Single Pay, XXXX. 

Week of XX/XX/XXXX XXXX paper checks received by payees in mail. 
XXXX paper check never received in mail. 

XX/XX/XXXX -Phone call to Capital One ( XXXX hours ) to correct error. 
-Call serviced by XXXX representatives ( XXXX XXXX XXXX XXXX. 
XXXX XXXX determined to stop duplicate items as mitigation. 
-10 checks stopped ( XXXX x {$720.00}, XXXX x {$4300.00} ) ; check numbers provided. 
-10 checks instructed for payees to deposit ( XXXX x {$720.00}, XXXX x {$4300.00} ) ; check numbers provided. 

Week of XX/XX/XXXX -Payees deposit checks per Capital One instructions. 
-Payees begin to report check returns due to Stop Payment ( *several images of check returns provided ) and fees incurred. 

XX/XX/XXXX -Phone call to Capital One ( XXXX hours ) to report returns and original issue. 
-Call serviced by 5 representatives with no resolution. 
-2 claims opened, expected resolution is 15 days. 

XX/XX/XXXX -Phone call to Capital One ( 3 hours ) to request status of claims. 
-No resolution provided, advised 20 days and cut off from rep. Unclear if 20 days from original claim or additional 20 days for resolution. 

XX/XX/XXXX -Phone call to Capital One ( 4 hours ) to request status of claims. 
-Required to re-report original issue to representative ( XXXX XXXX ; 4 new claims opened. 
-Requested a manager call-back, none received. 

XX/XX/XXXX -Phone call to Capital One ( 2 hours ). 
-Spoke to multiple representatives ( XXXX XXXX XXXX XXXX XXXX XXXX with no resolution. 

XX/XX/XXXX -2 phone calls to Capital One ( 4 hours total ). 
-Spoke to multiple representatives ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX no resolution. 
-5 claims opened. 5 letters received advising claim has successfully been resolved. ( Good news! ) -Advised to call XXXX XXXX because some XXXX checks created through XXXX XXXX vendor services. Call to XXXX XXXX advised to contact Capital One for resolution. 
-Advised to relax and not stress about issue. 

As of XX/XX/XXXX XXXX7 phone calls totaling 21 hours with 12+ representatives. 
-11 claims opened with no resolution. 
-Capital One owes account {$10000.00} to make whole.

Company response to consumer: Closed with explanation