Consumer complaint received 2021-01-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XXXX To Whom It May Concern : Subject Matter : Cash Deposit Not Credited Into Checking Account Using A Capital One Owned ATM Machine. 

On XXXX, I went to make a cash deposit into a Capital One Owned ATM located at a XXXX Department Store. At the following address. XXXX XXXX XXXX XXXX, XXXX Massachusetts XXXX. 

I started the cash deposit of {$740.00} between XXXX XXXX  eastern standard time and XXXX XXXX  eastern standard time. During the course of the cash deposit in the ATM, the ATM returned a {$10.00} bill due to one corner of bill wasnt completely flat. 

The amount deposited was {$730.00} however the ATM malfunctioned. Generally the amount deposited appears of the ATM machine. In this specific case, this did not occur and nor this the Capital One Owned ATM give me a printer receipt. 

I called Capital One at exactly XXXX XXXX  eastern standard time and the phone conversation lasted 29 minutes. In order to report the above. I was informed it would take Capital One Bank up to 10 days to investigate the situation. At which point a provisional credit would be credited into my checking account. 

During this conversation, I informed the Capital One representative two bills were coming out of that deposit to the following. 

{$270.00} to my Capital One Credit Card and a monthly payment of slightly less than {$400.00} to XXXX XXXX. Which is withdrawn on the XXXX of each month. As a result of the ATM malfunction of the cash deposit. The Capital One Credit Card payment was returned on XXXX. The XXXX XXXX payment will also be rejected. 

I called Capital One XXXX at exactly XXXX XXXX  and spoke with 3 separate individuals. The general Capital One Representative, A Capital One Manager and was told I was being transferred to another individual in Capital Ones Dispute Department. At which point the phone call disconnected. The time this conversation lasted was exactly for One Hour and 16 minutes. 

During the conversation above I was given the following phone number to Capital Ones dispute department. XXXX. I returned the phone call at exactly XXXX XXXX  eastern standard time. This conversation lasted 54 minutes. 

I spoke with an individual whom simply reports the information to Capital Ones Dispute Department. It was at that point, I was told my conversation on XXXX at XXXX XXXX. A dispute wasnt filed. I filed another dispute with the representative. I asked if this issue could be forwarded to a higher level of management. As I knew if I didnt receive a provisional credit the XXXX XXXX  payment would be returned. I was told their was nothing that could be done until the investigation was completed and again I was informed this process could talk up to 10 days. 

I called XXXX XXXX  to explain the situation and tried to attempt to switch the withdrawal from another bank however their simply wasnt enough time. 

I attempted to explain to all the Capital One Individuals I spoke with the importance of the XXXX XXXX  payment. As Im currently in the process of closing a business loan with XXXX XXXX. Obviously the concern now is the possibility of the business loan being declined. As a result of the returned payment. 

On XXXX, I spoke with one of the XXXX  managers on the phone. This individual informed myself this specific ATM malfunctions on a consent bases at the XXXX location indicated above. 

I am filing this complaint with the Consumer Protection Bureau to have this on file. In the event this turns into a law suit against Capital One Bank. 

Regards, JS

Company response to consumer: Closed with explanation