Consumer complaint received 2026-03-02 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: CA

Complaint narrative:
Pattern of Issues Across both incidents, Capital One has : - Provided incorrect and conflicting information - Forced me into unnecessary processes - Denied a claim even after confirming the check was uncashed - Failed to follow through on actions they claimed were completed - Failed to escalate my calls - Failed to provide accurate timelines - Failed to provide provisional credit even when appropriate - Caused significant delays in accessing my own money I am filing this complaint because Capital One has repeatedly mishandled my account, provided conflicting information, and caused significant delays in accessing my own funds. I recently opened this account, and within a short time I experienced two separate incidents involving check deposits and billpay checks that were handled incorrectly. Incident 1 Mishandled Mobile Deposit of My Apartment Refund Check I opened this account specifically to deposit my apartment refund check and access the funds quickly. Capital One advertises nextday availability for mobile deposits, but after depositing the check I was told I would not receive any provisional credit because my account was new. I accepted that, but then Capital One required me to complete multiple identity verification steps and provide contact information for the payee ( my former apartment complex ). Capital One contacted the payee and obtained confirmation and reference information verifying the check was legitimate and would clear. I was told that because the check was verified, the funds would be processed. During this call I was disconnected, and although the representative had taken my number in case of disconnection, I never received a call back. When I called again, I was told that despite all the verification steps and confirmation from the payee, I still had to wait the full hold period and would not receive any provisional credit. I do not understand why Capital One required all of these steps if they had no intention of honoring the verification or adjusting the hold. Incident 2 Mishandled XXXX XXXX, Unnecessary Investigation, Denied Claim, and Conflicting Information I used Capital Ones XXXX service for the first time. Instead of sending the payment electronically, Capital One printed a physical check and mailed it to my home address instead of the utility company. I immediately called to ask how to access the funds quickly. I asked whether I could endorse the check to myself, cash it, or redeposit it. I was told none of those options were possible and that the only option was to open an investigation that would take 1014 business days. I repeatedly explained that I had the physical check in my possession and it was not lost or stolen, but I was told the investigation was absolutely necessary. After the investigation concluded, Capital One confirmed the check had not been cashed which I already knew because I had it. Despite this, my claim was denied, and I received a letter stating the inquiry was closed. I was told I could place a stoppayment if I wanted the funds returned, even though this option was never offered to me before the investigation. A representative even admitted that the stoppayment option would have been quicker. I was then told the stoppayment had been initiated. Two days later, I called back and learned it had not been initiated at all. Only then was the request actually submitted. I was told the stoppayment would take 13 business days. When I called again, I was told there is no timeframe for when the stoppayment request will be accepted, and once it is accepted it will take 35 business days. I was also told conflicting information about whether the claims department or customer service department was responsible for issuing provisional credit. I have been denied escalation multiple times

Company response to consumer: Closed with explanation