Consumer complaint received 2020-01-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On the date of XX/XX/2019 I stopped by my local branch to make a deposit of {$2400.00} using the ATM inside the building but right outside the door to the main lobby. I decided to use the machine because there was a line inside and I thought it would be quicker and easier. After inserting my debit card I chose the " deposit cash into checking '' option and laid a set of notes that was half of the first deposit. Even though the sign on the ATM reads that it can take as many as XXXX notes at XXXX time, I split it to avoid any problems with the money being ejected, which has happened before. The total after completion of that deposit was {$1000.00}. 
My second deposit was for my savings account. Again, i separated the bills and inserted what would be {$380.00}. The last and only set of bills that had {$100.00} dollar bills, along with some {$50.00} and {$20.00}, was ejected back out. The machine was running out of time so i opted for extra time to get the money in order, making sure there were no wrinkles or folded corners and the edges were flush and even all around. Then I pushed the deposit cash option again. This time it kept it and I pushed the complete transaction option and got my card and receipt. As I walked to my car, I took a quick glance at the receipt and didn't really notice anything wrong as I got in the car and started driving. It was then that i handed the receipt to my wife so she could take a closer look. As we're going along, she asked me if i had changed my mind about the deposit because it didn't total to {$2400.00}. Since we were almost home by now, I decided i would call the number on my debit card for customer service. After a brief explanation, the person from customer service told me that he would credit the missing {$950.00} dollars back into my account while the investigation department looked into the issue. About two weeks later, I received an email notifying me that the {$950.00} would be removed from my account because their investigation showed that there was no error by the machine. I went to speak with a manager at the branch which, is the only one i've ever used since opening my accounts. After a brief explanation of what happened, she asked me if i was sure that i made a deposit there and if I was sure about the amount. I showed her the receipt, which is also stamped with a code for that particular machine, so now she was sure it was that very ATM. I asked for details about their investigation, what it entails. Do you have a person that unlocks the machine and takes a count of the number of notes and receipts or records of all the transactions on any day. What happens if there is money, like mine, that the machine failed to record, and if it would be there on the date of my transaction, and unaccounted for. She told me that couldn't happen. She then called someone at their headquarters in the investigation department and put me on the phone. Then she asked me if i was sure about using that machine, to which the manager gave her the code stamped on my receipt, showing that I was telling the truth. She then asked if i could have deposited some of the money at that branch and then gone to another branch to deposit the rest. 
Why would i do that! I exclaimed. 
I then asked her, because of all the cameras in the bank and especially the ones on the ATM itself, if they could show me some video of the date and time. She said she would look into it give me an answer in at least 2 weeks or less. I also asked her how they investigate, and she told me that they look through their computer records from their headquarters into that machine and the records it keeps. Two weeks later I was denied. The machine didn't make any mistakes. They did send me some copies of the records showing the transactions I made, but aside from the fact that those records show the timeline being off by two hours according to my receipt, it still did not clarify anything. I believe that since my missing money, along with the waiting period between the deposits, through the machine off and didn't count the {$950.00}, therefore that money was in the machine as extra money. The machine doesn't load itself, at least I don't think it does but, according to them, they don't have the capability to open the machine in the bank and check it.

Company response to consumer: Closed with explanation