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: WI

Complaint narrative:
I was attempting to check my status of my direct deposit on XX/XX/year> at around XXXX and was received on the website and mobile app that they were currently experiencing technical issues. The two messages on my account are as follows : We are currently experiencing technical issues. We are working to fix the problem as quickly as possible.

We ran into a snag trying to retrieve your account details, but we're working on it.

The first issue is that it is not showing that a direct deposit was made into my personal checking account.

The second issue is that my business checking account is not showing up at all. 

Third issue is that I had a credit card payment due on XX/XX/year> that would have been paid on time if they would not have had a technical issue. Thus, as caused them to charge me a {$25.00} late fee for payment. 

Fourth, I will have another credit card payment due on XX/XX/year> for a different credit card and I will not be able to make that payment on time either as the system is still down. 

Fifth, this has cause me issues paying other bills outside of CapitalOne and getting necessities like food, gasoline for vehicle, etc. 

I called CapitalOne on XX/XX/year> at around XXXX and was on hold for an extended period of time as they were getting a lot of calls within that time frame. And once I got connected, the only response I got was to give it a few hours and it should be up and running. It is now XX/XX/year> at XXXX and the system is still experiencing technical issues with no resolve in site. Not updating messaging on the website letting customers know any updates, no communication whatsoever on the website. 

They did send out the following email that I received on XX/XX/year> at XXXX : System issue impacting payments and transactions Valued customer, Starting XXXX XXXX, XXXX, Capital One began experiencing a disruption in our payment processing and account balance updates, which is due to a technical issue with one of our service providers.

This may have also delayed timely processing of transactions such as wires, ACH, book transfers and loan closing disbursements as well as opening new accounts. 

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 tomorrow morning. 

We assure you that we are taking this event very seriously and that your accounts remain secure. We sincerely apologize for the disruption and are doing everything we can to address this as quickly as possible. 

Once service is restored, youll be able to sign in and view your account information online or through the Capital One Mobile app. At that time, feel free to call us at XXXX, XXXX XXXX XXXX XXXXXXXX, Monday through Friday for further assistance. 

And an additional email on XX/XX/year> at XXXX : System issue impacting deposits, payments and transfers 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 ( XXXX ). 

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 XXXX 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 Caf. 

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. 

This should never happen for this period of time in the financial industry world. There should absolutely be backups in place, temporary remedies, etc to subside this amount of downtime. Even in a normal website world, this amount of time would be unacceptable without causing financial hardship for customers. 

Please advise next steps to take.

Company response to consumer: Closed with explanation