Consumer complaint received 2025-05-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: HI

Complaint narrative:
On XX/XX/year>, I received a check for {$1300.00} from my Payroll company, XXXX, through XXXX XXXX XXXX. As I went to the mobile deposit option on Capital One 's app, I tried to scan the check and was completely shut out of the app. When I went to open the app to try again, the check did not show as pending, and the mobile deposit option was not available. 
After realizing I would not be able to deposit my check through Capital One, I uploaded the check through mobile deposit to my other bank account, XXXX XXXX and it was received. 
Monday, XX/XX/year>, I received communication from XXXX XXXX  that my check had been processed already by another bank ( Capital One ) ; therefore, they would be bouncing the check on XX/XX/year> after an investigation. 
I immediately called Capital One on XX/XX/XXXX to remedy the situation and ask if the check could be reversed since I did not realize that this deposit had even gone through on their end. Capital One assured me that I would see the reversal on my end within XXXX business days. During this time, I was unable to access the funds in either account as XXXX XXXX placed me in an overdraft and Capital One still showed the check as pending and not available for use. 
On XX/XX/XXXX, Capital One deposited the {$1300.00} into my account. On XX/XX/XXXX, the deposit was reversed. Since XX/XX/XXXX, I have been in constant contact with my HR Payroll Specialist who provided evidence that she could not place a stop payment on the check, as Capital One had already posted the check. Since XX/XX/XXXX, the HR team and I have been waiting for the {$1300.00} to be placed back into their XXXX XXXX XXXX  account. Once the {$1300.00} gets put back into their XXXX XXXX XXXX account, my HR company will be able to provide a new check. 
After countless calls with Capital One, being told " I don't know '' multiple times by customer service representatives and specialists and being transferred from department to department resulting in over XXXX hours of call time without any answer, I was told on XX/XX/XXXX that Capital One was indeed holding my funds. A specialist by the name of XXXX at Capital One let me know there was a form faxed over to XXXX XXXX XXXX  on XX/XX/XXXX asking them to let Capital One know how to proceed. XXXX XXXX XXXX  has never received this fax as of XX/XX/XXXX. After speaking to Capital One representatives three separate times with little to no answers on XX/XX/XXXX, I called once more on XX/XX/XXXX to request the form be sent over to me, or a specific fax number used by the bank provided by my HR team. This fax number as well as my fax number were doubled checked as correct, but after hours of waiting, neither I nor the bank received any form that was claimed to be sent. I was told there was no other way than fax to receive this form, not even through email. When I asked if there was a direct line to call the representative or their department back, the representative told me that there was not and that he could not tell me what department he was from. As of XXXX HST , Capital One has not sent any proof of attempting to contact XXXX XXXX XXXX  or returning the money.

Company response to consumer: Closed with explanation