Consumer complaint received 2024-05-20
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION (SC)

Re : Complaint regarding customer support and mobile check deposit availability To whom it may concern I have had an account with Capital One since XXXX and have never had one single complaint about their customer service or Capital Ones business practices. 

On Tuesday, XX/XX/XXXX, I used the mobile check deposit feature to deposit a check from my insurance company, after having a motorcycle accident. The amount of the check that I deposited was {$2700.00}. 

Prior to my making the deposit, I had read and was under the impression that I would be informed of when the funds would be available, prior to finalizing the deposit, However, that was not the case. The check deposit was completed and then showed the funds would be available on Monday, XX/XX/XXXX. I was not given the option of backing out of the deposit or cancelling it and I needed access to my funds sooner than the XXXX. On my online bank statement, it was noted directly below the deposit, that the check was received and being processed and would be available the next business day. Further down the same bank statement, it said the check was pending and would be available on Monday, XX/XX/XXXX. 

I am a XXXX patient, on limited funds and depositing this check on the XXXX and having no part of the funds available until the XXXX, is ridiculous. 

On Wednesday, XX/XX/XXXX, I called Capital One and spoke with a representative, as well as a supervisor, and I explained the extreme situation that I was in and needing access to my funds. The supervisor contacted the insurance company and was able to verify that the check had not cleared yet and that it was a valid check, but I was still told that I would not have access to my funds until XX/XX/XXXX. I asked the supervisor if my check could not be reversed or stopped, so that I could take my check somewhere else to cash. By the time my conversation ended with the banking staff, I had been on the phone an hour and was advised to call back the next day to see if the check could be made available to me then. 

On Friday, XX/XX/XXXX, I called Capital One back, as instructed by the previous supervisor that I had spoken to. I spoke with a representative and a supervisor, regarding my funds still not being available. My conversation with the Capital One staff ( the representative and the supervisor ) was of no benefit and actually was insulting. 
XXXX. The first thing the Capital One representative said to me, which I felt was somewhat uncalled for and unprofessional. I was asked why I had not used this account in roughly a year and why I decided to use it now. I was somewhat insulted that I would have to tell her I had been going through an ugly divorce, after 30 years of abuse. I felt insulted and somewhat having an invasion of my privacy. 
XXXX. I was later put on hold, after giving the representative the same information that I had given to the supervisor on XX/XX/XXXX. The representative asked for the information to contact my insurance company, as I had done previously. She needed to verify the check and would put me on hold as she contacted my insurance company. When the representative came back on the line, I was told that due to my having given her incorrect information on my account, that Capital One would no longer be doing business with me. I was absolutely floored and confused, as to what she meant, since she would not elaborate. I naturally requested to speak with a supervisor. After speaking with the supervisor, I was basically told the same thing but that I would still have to wait until XX/XX/XXXX, for my check to clear. 
XXXX. Soon as I was off the phone with Capital One, I called my insurance company and they offered to speak to Capital One and verify the authenticity and the fund availability of my check. I then called Capital One and while I was on hold, Capital One called my insurance provider and verified everything that she needed to know. When the bank supervisor came back on the phone she stated good news, we can continue to serve you as our customer, since they were able to verify the check, but that funds would still not be available until XX/XX/XXXX. I then let Capital Ones supervisor know that I would be terminating my using them for any service in the future, nor would I recommend them to be used by anyone else. 

I feel that after my having called Capital One on two different occasions, spending an hour at least on each call, speaking to supervisors and putting Capital One in direct contact with my insurance company, all for them to verify the availability of funds and authenticity of the check, I was thrown into a yo-yo affect of extremely poor customer relations and the staff was rude and insensitive.. Asking why I was at that point using my account, being told that Capital One would no longer be doing business with me and the confusing discrepancies on my online bank statement of funds being available the next business day, as well as saying available XX/XX/XXXX. No one could give me a reason as to why funds could not be made available to me sooner. 

In closing, as a previous bank employee myself ( not with Capital One ), I have never witnessed such unprofessional, disrespectful mishandling in customer relations and I am disappointed that I will be having to terminate not only my services with Capital One, but my daughter will also be terminating her services as well, since she and I were both on the account.