Consumer complaint received 2026-05-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: LA

Complaint narrative:
On XX/XX/year>, I deposited a {$100.00} check from my mortgage servicer, XXXX, into my Capital One 360 Checking account via the Capital One mobile app. The mobile app accepted the deposit and posted it to my account the same day, with a + {$100.00} credit reflected in my transaction history and funds made available consistent with Capital Ones standard funds availability policy and Regulation CC ( 12 CFR 229 ). On XX/XX/year> four days after the deposit was accepted and posted Capital One reversed the deposit, debiting my account {$100.00} and driving the balance negative to - {$17.00}. I received no advance notice of the reversal. I called Capital One on XX/XX/year> and spoke with a representative and then a supervisor. Capital One Case Number : XXXX. Capital One stated the reversal was due to poor check image quality. When I noted that the mobile app had accepted the image four days earlier and posted the deposit, the supervisor acknowledged this but stated the resolution was entirely my responsibility. I would need to obtain a replacement check from the issuer. Capital One offered no goodwill credit, no fee waiver, and no compensation despite the error originating in their image capture and processing system. I requested written confirmation of the reversal reason and was told a letter would be mailed within 60 to 90 days. I believe Capital Ones handling of this matter raises several concerns : 1. CAPTURE WARRANTY UNDER CHECK 21 / UCC ARTICLE 4 : As the depositary bank that captured and presented the substitute check image, Capital One warranted the image quality at the point of presentment. A downstream rejection for image quality four days after acceptance is a failure of Capital Ones capture process, not the depositors responsibility. 2. REGULATION CC FUNDS AVAILABILITY : Capital One made funds available and posted the deposit. Reversing four days later without advance notice, where the underlying issue is Capital Ones own image processing rather than a payer-side return ( NSF, closed account, stop payment ), shifts an institutional risk improperly onto the consumer. 3. UNREASONABLE WRITTEN RESPONSE TIMELINE : A 60-to-90-day timeline for a written explanation of an account reversal is inconsistent with reasonable consumer banking standards and obstructs my ability to seek timely remedy from the check issuer, who may require documentation to issue a stop payment and reissue. 4. NO GOOD-FAITH RESOLUTION : Capital One offered XXXX compensation, no goodwill credit, and no fee protection on the resulting negative balance, despite the reversal being caused by their own system after they had already accepted and posted the deposit. REQUESTED RESOLUTION : Written explanation of the reversal reason within 15 days, including specifically why the image was accepted and posted at deposit but rejected four days later. Goodwill credit reflecting the inconvenience and the institutional error. Written confirmation that no overdraft, NSF, or returned-item fees will be assessed against my account as a result of the negative balance caused by this reversal. Confirmation of any internal process review to prevent recurrence.

Company response to consumer: Closed with monetary relief