Consumer complaint received 2025-01-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
Direct deposit was to be credited in checking on Wednesday XX/XX/XXXX at XXXX. No deposit posted to account on Wednesday. Waited until Thursday to call bank, I figured payroll may not have been processed in time for early XXXX. Called bank Thursday morning, was on hold for 45 minutes. A CSR at bank said " They do not see an issue and do not know why XXXX did not post to account, maybe payroll did not process the ACH for XXXX ''. 
It took until Thursday afternoon for Capital One Bank to admit there was an issue via Social Media and News publications after receiving public pressure and backlash. Over 24 hours later after contacting Capital One Bank, I received an email at XXXX stating : " Dear valued customer, Starting XXXX XXXX, XXXX, Capital One began experiencing a disruption impacting the processing of some deposits, payments and transfers, which is due to a technical issue with one of our service providers. 
Specifically, this has delayed processing of some transactions including direct deposits and XXXX XXXX credit for direct deposits, as well as electronic payments and transfers ( ACH ). 
Were working closely with our provider to resolve this issue and restore processing as quickly as possible. We expect services to gradually begin to return to normal throughout today and the majority of issues to be resolved by Friday morning. 
Once the systems are restored, we will process all deposits and other transactions that have been delayed. You will be able to see those deposits and other transactions after they have posted by visiting us online or through the Capital One Mobile app. For additional servicing assistance, please call us at the number on the back of your debit card or visit a Capital One Branch or XXXX. 
As always, we appreciate your business and apologize for any inconvenience that this disruption has caused you. We assure you that we are taking this event very seriously ''. 

Tried calling CS at Capital One Bank multiple times, wait times exceed 45 minutes in most cases, some times they hang up on you. The times I was able to speak with a CSR, only to get told, " They are working on it and I should have had multiple accounts, not just one '', " We hope to hope to have issue resolved soon '', " I have no real good answers for you, sorry ''. Someof the CSR workers are just down right rude and nasty. 
I tried taking cash out at an ATM, to no avail. Recurring payments linked to this account that are in jeopardy of failing, if they have not failed already. Creditors do not care that that there is an issue with " your bank '', they want their money for goods and services rendered. The emails and calls will start rolling in shortly. Services and utilities will be interrupted, food for my children will not be purchased ... My money is being held hostage due to lack of oversight and contingecny plans by Capital One Bank. 
The excuses from Capital One CSR are piling up. There is no real remediation in site. The lack of transparency is overwhelming from Capital One Bank. We customers need our money to survive in this economically challenged environment. 
This started on Wednesday XX/XX/XXXX at XXXX, it is now Friday XX/XX/XXXXXXXX  XXXX and still no answers from Capital One nor has my money been deposited into my account.

Company response to consumer: Closed with explanation