Consumer complaint received 2025-11-17 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: HI

Complaint narrative:
On XX/XX/XXXX, I deposited my first paycheck into my new Capital One 360 Checking account using mobile deposit. The amount was {$1200.00}. Because I am a new employee in the United States and this was the first time I ever deposited a check, I made a simple mistake : I forgot to sign the check. Capital One placed a hold, which I understood at first.

However, after I corrected the issue, the situation became unreasonable, impossible to resolve, and extremely harmful to me. 

Between XX/XX/XXXX and XX/XX/XXXX, I made multiple calls to Capital One. On XX/XX/XXXX, my call was escalated to a supervisor. I explained clearly that I was physically standing with my employer, and I had a written letter confirming my employment and my paycheck. I repeatedly asked for any way to upload documentssuch as a secure link, an email, or any method to send proof. The supervisor refused every option and said the only form of verification was a phone call to my employer.

Capital One insists that they called my employer, but the call did not go through. This is not true. I was right next to my employer every time, and the phone never rang even once. My employer never missed any call.

Because Capital One kept insisting that verification was impossible, my employer and I went together to XXXX XXXX XXXX ( the issuing bank ). The teller there showed us on the screen that Capital One had already withdrawn the funds from the companys account. The check had fully cleared. Capital One is holding money that has already left my employers account.

I asked for manual verification, for an alternative verification method, for an email to send documents, for a link to upload the signed checkeverything was denied. The supervisor even told me I might have to wait up to two months, even though the funds have already cleared. Her tone was dismissive and unprofessional.

I also asked for the reference number of the call, and the supervisor said she could not provide one and that all the information is in the app, but there is no record in the app. I spent hours on the phone, and I have no way to track these conversations because Capital One refuses to provide reference numbers. I even tried to record the call, but I couldnt.

I do not speak English fluently, so I always need a translator. Sometimes, the translator did not accurately communicate what I was saying, and I could understand enough to notice mistakes. This made the process even more stressful and confusing. Capital One does not offer any accessible alternative for customers who struggle with English.

The delayed release of my paycheck has caused serious personal harm. I have missed credit card payments and this is hurting my credit score. I depend on this money to work, live, and pay my bills. I am also disrupting my employers work because I constantly have to involve him in this situation.

There is no justification for Capital One refusing all reasonable verification methods when the funds have already cleared the issuing bank. Their process is unfair, inaccessible, and is causing me financial damage.

Company response to consumer: Closed with explanation