Consumer complaint received 2026-04-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA

Complaint narrative:
I am submitting this complaint regarding Capital Ones failure to properly investigate and resolve a disputed ATM incident involving a loss of funds. On XX/XX/year>, at approximately XXXX XXXX, I attempted to deposit {$680.00} in cash at a XXXX XXXX ATM located inside XXXX at XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX, using my Capital One debit card. During the transaction, the ATM displayed the message : This transaction can not be completed at this terminal, and returned my card along with only {$580.00}. The remaining {$100.00} was not returned. I immediately verified the discrepancy and reinserted the returned funds into the ATM, which again counted {$580.00}. The XXXX store manager confirmed that this ATM had experienced multiple malfunctions that same evening, and the incident is likely captured on store surveillance footage. I promptly filed a claim with Capital One ( Claim # XXXX ). On XX/XX/year>, Capital One denied the claim, stating that no error occurred because the transaction did not post to the account. This determination is inadequate and fails to address the core issue. The problem is not whether a transaction posted, but that physical cash was accepted by a XXXX XXXX ATM that was advertised as a full-service terminal and did not prevent or restrict another banks debit card from attempting deposits at that terminal, yet failed to return the full amount of funds inserted. Capital One appears to have relied solely on account transaction data without conducting a reasonable investigation into the ATM malfunction or coordinating with XXXX XXXX to determine whether the ATM was out of balance. Under the Electronic Fund Transfer Act ( EFTA ) and Regulation E, financial institutions are required to conduct a reasonable investigation of errors reported by consumers. Capital Ones denial based solely on the absence of a posted transaction does not meet this standard and effectively leaves the consumer without recourse for lost funds. Additionally, this response suggests that Capital One may not have properly communicated or escalated the claim to XXXX XXXX for XXXX, which is a necessary step in resolving disputes involving third-party ATM transactions. * * Desired Resolution : * * I am requesting that Capital One : Reopen this claim and conduct a full and reasonable investigation in compliance with Regulation E Coordinate directly with XXXX XXXX to review ATM balancing records, error logs, and any reported malfunctions for the date and time in question Provisionally credit or reimburse the missing {$100.00} Provide a detailed written explanation of the investigation, including what steps were taken and what evidence was reviewed I am prepared to provide supporting documentation, including correspondence, claim records, and witness statements. This matter involves a clear consumer financial loss tied to a malfunctioning ATM and warrants immediate corrective action. Claim Number : XXXX

Company response to consumer: Closed with explanation