Consumer complaint received 2017-07-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
Capital One Bank 's 800 customer service supervisors and representatives are very confusing, misleading, misinforming and confused themselves when it comes to the subject of addressing and informing Capital One Bank customers of how to avoid overdraft fees as per Capital One Bank 's own Terms and Conditions. It 's very confusing, misleading and misinforming to anyone, not me alone, when you 're told so many very different versions of how to avoid overdraft fees but either what you 're being told is totally incorrect or it lacks information. So at some point you 're deemed to received overdraft fees due to the incorrect or lack of information you 're given. Case/Complaint in hand, as many times as I 've spoken to Capital One Bank 800 customer service supervisors or representatives not once as any one of them, told me that a debit card purchase and a debit card ATM cash withdrawal have two very significant different ways of causing you overdraft fees. The Capital One Bank 800 customer service supervisors or representatives, I spoken with have always mislead and misinformed me by having me believe that all debit card transactions were the same from all day Friday to overnight Sunday into Monday morning. The method of avoiding overdraft fees from a debit card ATM cash withdrawal on Fridays, has never been correctly or fully explained to me or brought to my attention by any of the many Capital One Bank 800 customer service supervisors or representatives, who I 've spoken with and have advised me on how not to receive overdraft fees. I also, until yesterday, was never told by any of the many Capital One Bank 's 800 customer service supervisors or representatives, that I 've spoken with and have explained to me how to avoid overdraft fees during our LIVE telephone conversations, that there 's an actual cut off time on Fridays, where, if you withdraw cash from your Capital One Bank checking account, via an ATM and you overdraft your checking account, after the cut off time, you do n't have to worry about bringing your Capital One Bank checking account current all weekend long and as long as you bring your Capital One Bank checking account current on Monday night into Tuesday morning, you 'll avoid receiving an overdraft fee. Unless a holiday falls on that specific Tuesday, in which case, you must always try to make a deposit into your Capital One Bank checking account on Tuesday night into that Wednesday morning, to avoid receiving an overdraft fee. Up to yesterday, I 've always been told that when you use your debit card on a Friday and your Capital One Bank checking account goes into an overdraft status, you must always try to make a deposit into your checking account on Sunday night into that Monday morning, unless a holiday falls on that specific Monday, in which case, you must always try to make a deposit into your checking account on Monday night into that Tuesday morning, to avoid an overdraft fee. So imagine how surprised, angry and shocked I was when I, using my debt card, withdrew {$500.00}, from a Capital One Bank ATM on Friday, XXXX XXXX, 2017, at around XXXX XXXX and overnight into XXXX XXXX, 2017, my Capital One Bank checking account was hit with an overdraft fee of {$35.00}, which was postdated for today, XXXX XXXX, 2017. I understand that Capital One Bank 's Terms and Conditions does clearly state the difference between a debit card purchase and a debit card ATM cash withdrawal but if a LIVE Capital One Bank 800 or branch customer service manager, supervisor or representative informs, instructs or directs me incorrectly or differently, from what 's noted on Capital One Bank 's Terms and Conditions, then at that specific point in time, whether or not I 've read all of Capital One Bank 's Terms and Conditions, I 'm going to follow the instructions and directions of the LIVE Capital One Bank 800 or branch customer service manager, supervisor or representative to the last word because I 'm going to completely trust, just like I completely trust Capital One Bank with my money, that they know what their talking about because they should know Capital One Bank 's Terms and Conditions better than me. Yesterday ( XXXX/17 ), a 800 Capital One Bank supervisor refused to refund the overdraft fee of {$35.00}, but the craziest thing was that the same 800 Capital One supervisor advised me that the information I was given, to avoid overdraft fees, by the Capital One Bank 800 customer service representative that had transferred me to him, was incomplete. So to me anything that 's incomplete is both partially complete and incomplete, which always totals up to an error, especially when and/or if the final outcome, in the above advice/information giving equation is a negative one!!!! So the same Capital One Bank 800 customer service supervisor corrects what the Capital One Bank 800 customer service representative, who transferred me to him tells me, and this after I also tell the same Capital One Bank 800 customwer service supervisor that I had never been fully told all of the correct information to avoid overdraft fees from same day ATM cash withdrawals, but he still refuses to refund me the {$35.00}, overdraft fee. The Capital One Bank 800 customer service supervisor stated to me that due to the number of other previously refunded overdraft fees that he would n't be able to refund the current overdraft fee, I lwas requesting refunded. So I asked him, " What is the limit of overdraft fees that Capital One Bank offers its customers on overdraft fees caused by bank errors? '' He never answered that question. And then to add insult to injury, when I pointed out to him that he had started his phone conversation with me by pointing out and informing me that the Capital One Bank 800 customer service representative, who transferred me to him had given me some incorrect information in regards to avoiding overdraft fees, the same Capital One Bank 800 customer service supervisor started lying to me by saying that he never stated to me, at no point, during our telephone conversation that the information given to me by the Capital One Bank 800 customer service representative was incorrect. I got so angry and upset at the Capital One Bank 800 customer service supervisor for unprofessionally lying to me on such a hugh level and that 's why I told him that I wish his children get XXXX some day and some doctor only gave him a partial diagnose of and treatment plan for the XXXX afflicting his children. Then I called him a XXXX and hung up on him!!!! I 'm not going to deposit any funds into my Capital One Essential checking account until this issue and all associated charged fees are all professionally, properly, honestly and correctly addressed, reviewed and resolved by Capital One Bank!!!!

Company response to consumer: Closed with explanation