Consumer complaint received 2025-04-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
I work at XXXX and have set up direct deposits into three accounts. For two pay periods, part of my paycheck was not deposited into my Capital One Checking account due to an error in the account number. After multiple attempts to resolve this with Capital One, they have closed my claims and stated they can not find the transactions in my account records, I have made a request for rebuttal for both claims that they have yet to look into.

Considering I made two claims with Capital One because two missing direct deposits went into the wrong account ( It was supposed to go into my Checking account in which they were aware of because I informed them ). They stated they were unable to find it after providing them with the document that holds the reference/tracking ID, the exact amount, and the digits of the right account number that it went into. I've stated that the account number of the direct deposit ( s ) had only one error, which was the last two digits were switched for the account, that's why I never received my deposits. 


XX/XX/year> : Claim # XXXX  was made for the amount of {$390.00} XX/XX/year> : Claim # XXXX was made for the amount of {$310.00} XX/XX/year> : I got an email stating claim # XXXX  was denied because their " records don't show an incoming deposit from XXXX Missing Direct Deposit for {$390.00} '' XX/XX/year> : I called them. ( I already know this information? I know I do not have this money. They asked for the tracking ID, and I gave them the tracking ID, also known as a reference ID ( For this information, I had called my merchant as in HR XXXX payroll, which I provided after to Capital One ), according to them, now I have to wait 10-15 days. ) -This conversation was about 6 minutes long. 

XX/XX/year> : I got another email stating Claim # XXXX was denied because " You received full credit from the merchant '' XX/XX/year> : I called them. ( I restated I did not have this amount in my checking account anywhere because I can see the statements on my end as well, they told me they were looking at my savings account instead of my checking account. Even looking at my savings account with Capital One, there is no amount I received for the amount I originally made a claim for, which is also on my paystub as proof. ) - My Savings account works perfectly fine ; the error is with my Capital One Checkings account, this we all know ... ( now according to them I have to wait another 10-15 days ) -This conversation was 29 minutes long. 

For both claims, they stated a rebuttal request was made, and I provided them with my payslip information. ( This was the outcome of the XX/XX/XXXX and XXXX calls. ) I have NOT heard back from Capital One, no emails, no confirmations. 

XX/XX/year> : I call for an update. 
- I reinformed them of both my claims, and they stated that the claims were open, and I provided them with the same information. No new updates were provided. Except that I have to provide them with a " Letter of Indemnity '' from my job, which generally tells Capital One that the merchant put the funds into the account I listed. ( Ok, I will call the merchant again to ask for this letter ). 

XX/XX/year> : I recall the Merchant.

- I called my company, and they told me they could not provide me with a " Letter of Indemnity '' mainly because the letter would fault them for saying that they put the money into the wrong account.

- This is more than understandable because the error was on MY part when I provided the wrong checking account number. The best evidence they could give me as proof was the payslips that showed how much, what number to trace, and which account number it was sent to. ( Which is more than enough for Capital One investigators to trace these funds, one could assume. ) Why would this letter help the investigation when all the necessary information is already provided in the payslip? ( One could also assume Capital One does not want to relocate and reimburse my funds, so the blame would shift back to the employer, but I take the blame as common as it is for an individual to enter incorrect numbers. I am a customer of Captial One who needs help on an error I made, which the bank should help their customers with, Correct? ) XX/XX/year> : I recall Capital One. 
- I let them know the situation, The merchant will NOT provide me with this Letter of Indemnity ( LOI ), but instead to use the payslip as evidence. ( As we know, this holds more information to locate the missing funds ). They say alright, the next step is to email them with the proper documents. 
- They tell me to send them an email to their bank claims processing email with all the documents I have, which is generally a full copy of both paystubs. ( According to them I wait another 10-15 days. ) XX/XX/year> : I send them the email. 
This is what I sent... 

" Good Afternoon, In this email is an attached copy of both payslips from HR XXXX XXXX, I have two ongoing rebuttal claims. These two paystubs include the amount, date, and the last four digits of the account number the missing direct deposit went into. 

Claim # : ( MY CLAIM # XXXX NUMBER ) for the amount of {$390.00} ( In the payslip document, this direct deposit for the above listed amount of {$390.00} is for the pay week of XX/XX/year> and is under the account number " XXXX '' which is the incorrect account number. ) Tracking/Reference ID : ( MY TRACKING ID ) Claim # : ( MY CLAIM # XXXX NUMBER ) for the amount of {$310.00} ( In the payslip document, this direct deposit for the above listed amount of {$310.00} is for the pay week of XX/XX/year> and is under the account number " XXXX '' which is incorrect account number. ) Tracking/Reference ID : ( MY TRACKING ID ) My Information : Name : MY NAME Phone : MYPHONE Email : XXXX XXXX  The last four digits of my Capital One checking account is XXXX. This was the error. Hopefully, we can resolve this issue as soon as possible. 

Thank you, ( MY NAME ). 

( I PROVIDED THE PDF DOCUMENTS AND ATTACHED IT WITHIN THIS EMAIL ) " Again, I have NOT heard back from Capital One, no emails, no confirmations. ( No response to the email above. ) XX/XX/year> : I called Capital One for the update, considering there has been no response. 
- They stated that they see the Capital One requests on their end, they saw all previous adjustments to the rebuttal and that they want a Letter of indemnity, I restated that Captial One asked me this before and said I could provide that the merchant will not give me one. I insisted on speaking to a higher-up if possible and continued to wait on hold for about 10 minutes no one was available, they told me they needed this letter ( Which I'm still not understanding why, considering when the fund 's location is listed on the paystub which I keep mentioning, last thing I requested after the could not help me is a confirmations with an update on my claims. 

- Basically, they still can't locate/trace both my funds, considering I have proof of where it went, and provided them of it. 

- Capital One has not properly processed my missing direct deposits ( a banking error ). 
- They have closed your claims without adequate investigation or resolution. 
- My attempts to resolve the issue through normal channels have not been successful, leading myself to seek help from the CFPB to ensure that Capital One fulfills its responsibility in correcting the error.

Company response to consumer: Closed with explanation