Consumer complaint received 2026-05-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
Official CFPB Complaint Regarding XXXXXXXX XXXX Dispute Practices On XX/XX/year>, at XXXX XXXX I used my XXXX XXXX debit card to access an ATM at an XXXX XXXX XXXX branch at XXXX XXXX XXXX, XXXX XXXX, California. The ATM Number was XXXX, and bears the logos of the XXXX XXXX. This ATM is listed as a usable ATM for XXXXXXXX XXXX online customers, and the ATM has a printed XXXX logo on its faceplate. A photograph of the printed XXXX logo as well as a screenshot from XXXX 's website listing the ATM as usable will be included in the supporting documentation. I attempted to use this ATM to make a cash deposit of {$130.00}, which I have since learned is not possible at ATMs for XXXX customers. Nevertheless, the ATM took the cash, failed to complete the transaction, and did not return the money afterwards. I was printed a time and date stamped ticket informing me to contact my financial institution. This ticket, marked by the bank manager with the amount of the transaction, will be included as supporting documentation. The manager of the XXXX XXXXXXXX XXXX Branch was the next day able to confirm to me both in person and over the phone that upon audit their ATM machine was over-deposited by exactly {$130.00}. As I am not an XXXX XXXX customer, however, she insisted that I contact XXXX XXXX in order to process a refund. Further, I was not allowed any paper documentation or security footage that could be used to document this transaction. The name and contact info for the bank manger and the XXXX XXXXXXXX XXXX branch will be included in the supporting documentation. XXXX XXXX, however, was completely and entirely unwilling to even process a dispute on my behalf. I made XXXX separate phone calls to the XXXX disputes department ( XXXX XXXX does not appear to have an online disputes form ), and was flatly refused even the opportunity to file a dispute regarding the missing money. To reiterate, I did not file a dispute which was then denied, I was refused even the opportunity to open an investigation or dispute. XXXX claims to have no records of the transaction ( despite my XXXX debit card being used to access the ATM machine ), and has made repeated claims that my dispute must lay with the XXXX XXXXXXXX XXXX branch the cash ended up mistakenly deposited in. XXXX informed me in no uncertain terms over the phone that they were unwilling to open any kind of dispute in my name, even after XXXX of their support employees escalated the issue to management. XXXX employee sent an e-mail directly to Discovers Reg E investigations team, and was given the same refusal. At this juncture, I decided to contact the CFPB. I spoke with an employee on the phone who was able to confirm to me that XXXX XXXX falls under CFPB jurisdiction, and that ATM transaction disputes are regulated by the CFPB. XXXX XXXX XXXX however, does not, and I was directed to the FDIC and the California XXXX XXXX XXXX to pursue any action in that regard. I was informed over the phone that XXXX is required to open an investigation on behalf of its account holders, and that I am entitled to the results of this investigation within XXXX business days. If a decision can not be reached in this time, I am entitled to a crediting of the amount in dispute minus {$50.00} ( In this case {$82.00} ), and a final resolution within 45 Days. I am further entitled to a full justification of the account and written notice of any deductions within 90 days. For the purpose of absolute clarity, I will again state as plainly as possible that the issue here is the fact that XXXX has refused me the opportunity to open an investigation or register a dispute. CFPB regulations require an official dispute to be opened prior to the making of an official complaint, but such a complaint is in this regard impossible as XXXX refuses to even allow me to make such a complaint. Having escalated this issue as far as is possible, I do not not believe I have any option but to make a complaint to the CFPB in this matter. XXXX XXXX has refused to provide me with the protections and legal avenues of dispute that I am entitled to as a banking customer.

Company response to consumer: Closed with explanation