Consumer complaint received 2024-09-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
Dear CFBP team, I have been struggling for over 3 months to resolve a missing deposit to my Capital One checking account. 

My employer, XXXX XXXX XXXX XXXX, has been depositing my check by mail to Capital One every month for a year. 

The check comes from XXXX XXXX XXXX XXXX XXXX. It comes in the amount of {$2500.00}. 

The check is sent to : Capital One Attn : Payment Processing XXXX XXXX XXXX XXXX, NC XXXX My XX/XX/XXXX paycheck was mailed to Capital One at the end of XXXX. It was supposed to show in my checking account before the XXXX  of XXXX, but it never did. 

I asked my employer to look into it. He checked with his banker, XXXX XXXX at XXXX XXXX, and the funds were removed from my employers account. It shows Capital One processed the deposit on XX/XX/XXXX. 

We waited a few days to see if it would appear. Then I called Capital One to ask what the delay was. 

XX/XX/XXXX XXXX Call # XXXX [ XXXX ] : I explained to the Capital One phone rep that my employer has been sending checks to deposit in my account for almost a year, and mine had not shown up in the account yet. 

The rep told me initially that the branch my employer had been sending the checks to closed down. He said in that case, the check would be returned by mail. 

I explained to him that clearly the check was not returned by mail because the funds were already removed from my employers account and are not showing in mine. 

He then told me to verify the address that my employer had been sending the check to ( after having already told me the branch had closed ) and call back to file a missing deposit claim. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ] : I spoke to another rep and told him I had the address. It is the same address printed on the checks. He said I needed a 15-digit trace number to file a claim.

I contacted my employer, and he contacted XXXX XXXX at XXXX XXXX again for the tracing number. 

XXXX XXXX verified that the check had been paid and that it had been processed by Capital One. They send me a copy of the check and the trace number ( attached ). 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ] : I called Capital One back and spoke to another rep who said she would file a claim. I told her I had copies of the check. Couldnt I just email them? It seemed that was not an option. 

I told her my employers name and trace number as follows : XXXX XXXX XXXX XXXX XXXXXXXX She told me that she filed a claim, and I would hear back within 45 days. 
This was very concerning as waiting a month and a half for my pay would be difficult, but I had no choice. 

XX/XX/XXXX I received an email from Capital One saying my claim # XXXX was denied ( attached ). 

The email says : We finished researching your disputes. Based on the information we have, your claim has been denied due to the following : Our records dont show an incoming deposit from XXXX XXXX XXXX XXXX XXXX for {$2500.00}. We recommend you reach out to the sender to verify they have the correct account and routing info. Once confirmed, please request a 15-digit trace number from the senders bank. This proves the payment has successfully been sent and allows us to better research the deposit in question. 

They did not give any real reason for denying the claim or how the money disappeared. Also, the name of the company is wrong. The rep did not record it correctly. It also asks for the trace number, which I had already given. 
During this time, I was in XXXX dealing with a family crisis and was unable to respond right away. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ] : I called the phone number given in the email, explaining to a rep named XXXX that my claim had been denied, but the information in the claim was wrong and that may be the reason the problem isnt resolved. I also reiterated that I had copies of the check and my employers bank statements to prove Capital One deposited/cashed the check that did not appear in my account. 

She told me that she corrected my information and instructed me to send my documents to XXXX referencing my claim number. I would hear something in 15 business days. 

XXXX XXXX I emailed XXXX as instructed, attaching the front and back of the check and all the information thus far. 

I never got a confirmation the email was received or any reply whatsoever. 

XXXX XXXX XXXX XXXX XXXX Call # XXXX [ XXXX ] : I called Capital One again, asking for an update on the status of my claim. The rep verified my info and said she would resubmit it. I would hear from someone in 15 business days. 

XX/XX/XXXX XXXX MAIL Since I was traveling in XXXX and had not heard anything back from my inquiries, my employer, XXXX XXXX, XXXX and Owner of XXXX XXXX XXXX XXXXXXXX, offered to send hard copies of the documents to Capital One by mail. We followed the instructions here XXXX XXXX XXXX. He also included a letter from himself on the company letterhead. We have yet to receive any reply. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ] : I had not had any replies from Capital One to my emails or any phone calls or the mailed in dispute, so I called again to ask about the status of my claim. 

The rep said that there was nothing that could be done. 
She said I must call the branch that the check was sent to. 
I asked her to give me the contact information for that location. 
She said she could not. I would have to look it up myself. 

After getting off the phone with her, I looked up the phone number for the Capital One address the payment was being sent to ( the same one printed on the check ). It is the payment processing XXXX XXXX XXXX XXXX XXXX XXXX  which I could not find any phone number for except the usual customer service XXXX number that I had been calling with no success. 

Ive attached screenshots of my Capital One checking account showing all the mailed in deposits since XX/XX/XXXX. Ive also included the check and copies of my emails. 
It has been over 3 months that I have been missing my XXXX paycheck. I have called 6 times and sent 4 emails. I tried to get help on XXXX and XXXX. 

My employer sent all the documents and the dispute from via XXXX mail. I have not received any response from these communications. 

The representatives Ive spoken with over the phone are friendly, but do not seem confident in what needs to be done in this situation and have not been helpful in resolving my problem or giving me adequate reasons for my claim being denied. Many were not XXXX XXXXXXXX speakers, and I think that is why there was so much error over the phone. 

I have been a Capital One customer since XXXX. I have several savings accounts in addition to my checking, and also a credit card. I am never late with payments and I never overdraft. All identity verification steps have been completed throughout the claims process, despite my temporary location in Panama.I don't understand how the bank can treat a customer this way. 

Clearly, someone at Capital One made a mistake or committed fraud, and I am still missing a months worth of pay in the amount of {$2500.00}. 

In conclusion, this case involves a consistent history of successful deposits suddenly interrupted, with clear evidence from XXXX XXXX confirming the funds ' withdrawal. 

Despite providing a trace number, Capital One has failed to effectively utilize this information. Their communication has been inconsistent and often unresponsive, with representatives providing conflicting information. The financial impact of missing a month 's pay has been significant, and has disrupted my financial plans as well as my daily living. 

I'm requesting a thorough investigation using the provided trace number, a detailed explanation of the funds ' whereabouts, and compensation for the time and resources expended. 

This situation potentially violates banking regulations regarding timely dispute resolution and proper deposit handling. I've provided a clear timeline of events and am requesting escalation to a higher authority within Capital One, given the complexity and duration of this issue. As a loyal customer since XXXX with multiple accounts, I expect Capital One to treat this matter with the seriousness it deserves and to provide a prompt and satisfactory resolution. 

I have further documentation if needed. 

Note : Since this issue, I've asked my employer to wire me my pay. In XXXX, XXXX XXXX XXXX accidentally sent me both a check and a wire. The mailed in check did clear, so it proves that the branch they were sending it to was not closed and it was processed as usual. When XXXX XXXX XXXX discovered they paid me twice, the check was cancelled and the funds returned.

Company response to consumer: Closed with monetary relief