Consumer complaint received 2018-01-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I have a checking account with XXXX XXXX XXXX XXXX. Most of the transactions with this bank are done online, that 's the main reason I use it. On XX/XX/XXXX I  needed {$3700.00} from my checking account immediately, I could not wait for the regular process to take place. 

I called their customer service to see what my options were. I was informed that since the daily withdrawal limit was {$1000.00}, my best option was to go to the XXXX XXXX XXXX in XXXX XXXX here in XXXX CA. The person who helped me over the phone told me that once in the cafe, an associate from the bank could call them so they could raise the withdrawal limit while at the branch ; that way I could get my money from their ATM without any issues. 

I drove to the cafe, and XXXX XXXX an ambassador from the cafe ( he works for Capital One ), helped me. He called the bank and did what he was supposed to do, then after confirming my identity they raised the limit to withdrawal my {$3700.00}. While still on hold with the bank, and XXXX next to me at the ATM I went ahead and did the request to withdrawal my {$3700.00}. After a few minutes ( longer than usual for an ATM ), and a lot of noise, the ATM said it could n't give me the money because it did n't have enough money. 

I read the message, and XXXX read the message. I went ahead and try to get my money at the other ATM next to me, to our surprise the ATM said I did n't have enough funds, the money was withdrawn on the previous transaction, even though I did n't get any money from the previos transaction. 

The representative from the bank was still on hold and XXXX explained to her what just had happened. After several minutes she transfer the phone call to a different department, claims department I believe. I spent almost an hour on the phone with this person, and the only solution I was given was to wait up to 10 business days ( until  XX/XX/XXXX!!! ), while they conduct an investigation. 

I was really outraged, I did n't do anything wrong, I did exactly what the bank told me to do. Something that should have take less than five minutes is taking 4 days so far. I still do n't have my {$3700.00}, I reached out to Capital One via XXXX and again I got the same response, 10 business days. After some complaining on XXXX I got the time down to 3 to 5 business days. 

This is unacceptable, that money is mine. How I 'm I suppose to pay my bills, the only reason I drove to that branch was to get my money immediately. What if that money is to pay for a medical bill? Or to pay for my rent? car payment? What would happen if my account was overdrawn for 10 business days, how much would I have to pay in fees too the bank? 

Regardless of the use I give to MY money, it is the year XX/XX/XXXX not XX/XX/XXXX. Why something so simple ca n't be fix by the bank, when there is even a witness from the own bank who saw I was n't given any money.

Company response to consumer: Closed with explanation