Consumer complaint received 2022-11-10
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 submitted the following : On Thursday, XX/XX/XXXX I sought to deposit a check for {$2000.00} through the Capital One 360 mobile app. On the screen before completing the deposit, a message read " your funds will be available the next business day ''. I completed the deposit and a message appeared saying my funds would be available on Wednesday, XX/XX/XXXX. I immediately called the bank and asked that either the deposit be cancelled or the hold be lifted. A XXXX, XXXX, came on the line and explained that while neither were an option, he had a simple suggestion that would resolve the issue. XXXX suggested I take the check to my local bank ( I also bank at XXXX XXXX ) and cash it there, that it would process with XXXX before it did with CapOne and that the CO transaction would cancel itself without incident. I was surprised by this and asked if it could be check kiting or illegal. He said " no '' that there was no problem with it and assured me it would be an easy fix, the local deposit would post long before the CO transaction would. This call was recorded. I deposited the check at XXXX later that day and early Saturday morning, at XXXX XXXX XXXX received an alert that my account was overdrawn by over {$1100.00}. I called XXXX and they explained the deposited check had been refused. I checked my CO account and saw that the {$2000.00} was in my checking account and on hold, that CO had already processed the deposit. I called CO and explained the situation, including the details above. I was connected to three different managers before finally reaching XXXX, the woman who could release the hold. XXXX refused to release it, to call the drawee bank to see if the check had cleared, did not believe that a manager had told me to deposit the check elsewhere and said that I was the one responsible for the error and therefore the bank would not do anything to resolve it. She wasn't interested in listening to the previous call. On XX/XX/XXXX, I filed complaints with both Capitol One directly ( via XXXX XXXX XXXX instructions ) to XXXX and with the XXXX I have not received a response from Capital One. On XX/XX/XXXX, via the Capital One banking app, I was told the check had been returned unpaid. I immediately contacted the drawee bank, XXXX XXXX, spoke to XXXX XXXX at my local branch in XXXX XXXX and asked why the check was returned. He spent the day investigating and then explained that the check had NOT been returned, that in fact, it had been paid to Capital One on XX/XX/XXXX. He also provided me with proof of that. I contacted Capitol One and asked for my funds to made available. Per XXXX, I was told I had to submit a dispute, which I did, and that I would be contacted on XX/XX/XXXX. I was not contacted. On XX/XX/XXXX, I called CO again and was told my dispute was being investigated. 
On XX/XX/XXXX, over a month after my original complaint, I received a response from XXXX. Unfortunately, the response included mistakes of fact i.e. XXXX XXXX did NOT return the item from Capital One but instead PAID the item on XX/XX/XXXX ( proof available upon request ) and though XXXX attempted to explain why the funds were placed on a five day hold, he did NOT explain why the funds were held for an additional 25 days. Also, I have left three messages for XXXX. He has responded to none of them and Capital One has only responded once to my over a half a dozen complaints with three different organizations. This is entirely unsatisfactory. Therefore, this is a follow up complaint for a matter that arose from a previous complaint.

Company response to consumer: Closed with explanation