Consumer complaint received 2023-02-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Wednesday, XX/XX/23 approximately XXXX I entered the Capital One Bank XXXX XXXX XXXX ) Drive-Thru ATM closest to the street. I proceeded to make a cash deposit {$1100.00} ( XXXX {$100.00} bills ). The ATM was taking an unusually long time to complete. A message appeared on the ATM screen, Please take your items, otherwise they will be retained. Take your cash. The slot which I deposited the bills in never opened, however my card ejected. The next message on the screen, Good morning To get started, insert your card. Cash Deposits, Bill Payments and Check Deposits are currently unavailable. This message did not display on the screen prior to my making my deposit. I contacted the Capital One customer support XXXX when they opened at XXXX and spoke to XXXX who transferred me to the Customer Protection Department . I was advised by a representative it would take up to 10 business days to complete an investigation of the deposited funds. I was told the branch would not be able to assist and I would have to wait for resolution via the Claims Department. 
Thursday XX/XX/23 XXXX, I called XXXX and was transferred to XXXX who provided a Claim # XXXX. 
Friday XX/XX/23 XXXX I called XXXX. Again, after being transferred to the Claims Department I reached XXXX who advised it could take up to 10 business days to resolve my issue. XXXX became impatient with me after I advised I had been told by a Claims representative earlier that I would receive an email in a couple of days stating a claim was pending. XXXX then said I would not receive an email and I was putting words in his mouth. I asked to be transferred to his XXXX. XXXX transferred me to his manager XXXX. I asked XXXX why I hadnt received any communication from Capital One stating a claim was initiated and referencing the claim number I was given. XXXX went on to say any email generated is an automated system and no email could be sent beforehand. XXXX also advised the Capital One ATM machines are owned by a different company and they would not come out the same day to check the machine. I told XXXX I did not understand why there was no communication/correspondence sent to a consumer stating a claim was initiated on this issue. I told her I had not experienced any agency, organization or major company which refused to provide proof a claim was being investigated. XXXX advised calls to the Claims Department are recorded lines and I would always be able to reference the claim number provided to get assistance. I told XXXX this policy seemed irresponsible and didnt make sense. I asked XXXX where I could file a complaint and she advised the Consumer Financial Protection Bureau. I explained to XXXX this situation has put me under immense stress especially since this was a mechanical malfunction on the part of Capital Ones ATM and not my fault. I told her to not have access to my funds until possibly XX/XX/23 was unacceptable. XXXX apologized and told me unfortunately there was nothing else which could be done until the investigation was completed. There is no reasonable excuse why this should take this long to resolve. I have been a Capital One customer for a long time and I am devastated there seems to be no urgency in this matter.

Company response to consumer: Closed with explanation