Consumer complaint received 2024-10-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WI

Complaint narrative:
On XX/XX/XXXX on XXXX  my payroll money {$400.00} was deposited into someone else account, my bank name is Capital One 360 I made an error and gave my payroll from my employer the last XXXX digits of my checking account number incorrectly, once I received an email from my job letting me know the account numbers I had given them were incorrect, my payroll from my employer tried retrieving the {$400.00} back from the same account number that was given incorrectly, however my payroll from my employer was denied by Capital One 360 bank because they said they saw another {$400.00} deposited in my account that morning. I tried explaining to Capital One 360 bank that the {$400.00} they seeing deposited in my account was a new payroll. Then Capital One 360 asked for a trace number from my payroll and I summitted the trace number where the {$400.00} were deposited in error on XX/XX/year> the trace number was given to me by my payroll from my employer. My payroll person from my employer informed me by phone and email that Capital One 360 denied her retrieving the {$400.00} from my payroll and she also said she could not continue to retrieve the {$400.00} because it cost my employer a fee every time they tried and Capital One 360 continued to deny it or stop it. 
After speaking to Capital One 360 bank in XXXX and XXXX due to me being fluent in Spanish and explaining to the Bank that it was an error to look into the account the {$400.00} went into, Capital One 360 Bank customer service via phone admitted to me and my payroll person who was on XXXX way-calling with me and the bank that my {$400.00} had been deposited into another Capital One 360 customer but that first I would have to file another claim and wait XXXX to XXXX business days. After many calls I made to Capital One 360 Bank the bank continued denied the claim, during one call I had with one claim manager representee that person ask for me to ask my payroll person to send a immunity letter from my employer, but my employer could not give such document and this information was given to Capital One 360 Bank by me by phone call. I spoke to another person at Capital One 360 Bank who ask me to provide the trace number for the {$400.00} again I did just that and provided the number again to Capital One 360 Bank over the phone and by email. One time a claim member from Capital One 360 Bank ask to tell my payroll to open a claim against their own bank which my payroll person did but the employee bank responded with an email which was sent all to Capital One 360 Bank. This week on Monday XXXX XXXX  I emailed Capital One 360 Bank all the attachments from emails and attempts my payroll and employer has made to tried to retrieve my {$400.00} however Capital One 360 bank claim department lie to me over the phone and said they had received the email with all the attachments as they ask me to email. Today I had decided to file a complained because after speaking to them this morning Capital One 360 Bank said to me directly over a phone conversation that they did not have received my email. I have been very understanding that my {$400.00} were deposited into another Capital One 360 customer however the bank seems to not want to take responsibility on why they denied my payroll person to retrieve the {$400.00} the first time she attempted to do so. I need this situation to be resolved into my payroll {$400.00} to be either way return to my employer or deposit into my checking account urgently since is being over a month now. Thank you

Company response to consumer: Closed with explanation