Consumer complaint received 2024-10-17 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:
On XX/XX/year>, I visited my local XXXX, which has an XXXX ATM partnered with Capital One, to withdraw funds around noon. At approximately XXXX XXXX, I returned to deposit a portion of the money I had withdrawn, as I did not proceed with the intended cash purchase. I deposited {$1000.00} back into my account. 

As I attempted the deposit, the ATM accepted the cash and closed the cash box. However, after taking the money, the screen displayed a loading message stating, " Insert up to 50 bills, '' and remained frozen on that screen. After a few minutes, realizing that the machine was unresponsive, I called a XXXX supervisor for assistance. Unfortunately, the supervisor informed me that she could not help and advised me to contact my bank directly. 

I immediately contacted Capital One and submitted a claim over the phone. Following the claim submission, the representative instructed me to leave the ATM despite my concern that the machine might return the money. She reassured me that the ATM would not dispense the cash back and also informed me that my debit card had been canceled for security purposes. 

All these events should be verifiable via the ATMs video footage and, if needed, XXXX  security cameras. 

On XX/XX/year>, I received an email notifying me that my claim had been denied, citing that a review of the ATM systems and information provided by the merchant did not show any record of a deposit being made at the terminal. 

Firstly, it is unsurprising that the deposit did not register, as the ATM froze before it could count the money. This raises concerns about the checks and balances Capital One has in place to ensure the accuracy of reporting from its ATM vendors. I would not be surprised to learn that these ATMs are manually balanced, which could allow an employee to take the cash without reporting it, particularly since the machine malfunctioned before counting my deposit of {$1000.00}. 

Another troubling aspect is that when I contacted Capital Ones Claims Department on XX/XX/year>, to request further information regarding the denial, the representative informed me that they did not have the XXXX  address on file. This raises the question : how could Capital One communicate with the ATM vendor about the specific ATM I used if they do not have the address of the location where I used the machine? 

Capital One has the ability to verify and review the incident through XXXX  security cameras, which will show that I deposited a substantial amount of cash into the ATM. Based on this evidence, I can not accept the denial of my claim. 

I regret not having at least taken a video recording of the machine frozen before walking away, but i have a photo i will attach here. 

I have been a long-standing customer of Capital One, utilizing its services for auto loans and referring family and friends to open savings accounts and credit cards. Additionally, I have held my savings with the bank for some time. As a loyal customer who has never previously disputed any transactions, I find this treatment unacceptable. I have never experienced an issue where a banks ATM has " eaten '' my money, and I have never had to dispute any transaction with any financial institution. 

This situation suggests a significant failure in Capital One 's oversight of its ATM vendors, potentially allowing customers ' money to be mishandled. 

If this matter is not rectified, I will close all my accounts and will no longer recommend Capital One to anyone.

Company response to consumer: Closed with explanation