Consumer complaint received 2025-02-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD

Complaint narrative:
On XX/XX/XXXX, I visited the nearest Capital One branch at XXXX XXXX XXXX XXXX, XXXX, MD XXXX. I used the ATM to deposit {$3000.00}. I inserted all the cash at once. The ATM returned {$40.00}, which I attempted to deposit again, but the machine only took {$20.00} and returned {$20.00}. I kept the {$20.00} and proceeded to deposit {$3000.00}. 

When I finalized the transaction, I noticed only {$2000.00} was recorded by the ATM. I immediately went home and informed my husband, who advised me to contact Capital One to submit a claim. 

I called Capital One on XX/XX/XXXX, to report the discrepancy, and on XX/XX/XXXX, I received an email from Capital One stating that my claim had been denied. The email mentioned, " Our review of ATM systems and records show the transaction posted correctly. '' Upon reading the email, I drove to the branch and spoke with XXXX, the branch manager, explaining the situation. She went to investigate and informed me that she had reported a discrepancy for deposits made on XX/XX/XXXX, via the ATM I used. She instructed me to call Capital One and ask them to contact her for further clarification. 

I called Capital One from the parking lot, and the representative I spoke with on XX/XX/XXXX, requested to speak with XXXX. I went back into the branch, and XXXX spoke with the representative. XXXX confirmed she had reported an overage on the ATM and that the ATMs count had been delayed by a couple of days. The Capital One representative submitted my first rebuttal, asking them to reopen the claim and follow up with XXXX. 

On XX/XX/XXXX, I received an email from Capital One stating, " Your claim decision was confirmed. The decision made about your claim was accurate, based on the information available during the investigation. '' I immediately called Capital One for clarification. The representative confirmed my claim was still in process, and no decision had been made. 

On XX/XX/XXXX, I called Capital One again to check on my rebuttal 's status. The representative informed me that my claim had been denied on XX/XX/XXXX. I explained that I had already spoken to someone on XX/XX/XXXX who said my rebuttal was still in process. The new representative confirmed my rebuttal had been denied on XX/XX/XXXX, and submitted a second rebuttal. 

On XX/XX/XXXX, I spoke with an attorney from our EAP at work, who advised me to keep following up with the bank. If the issue was not resolved, he recommended filing a complaint with the Consumer Protection Bureau. 

On XX/XX/XXXX, I visited the branch again to speak with XXXX. She was not working that day, but a teller gave me the contact information for another branch where XXXX was located. I called and spoke with XXXX, and she advised me to contact Capital One 's claims line and ask to speak with a manager. I did as instructed and explained my situation to the manager, who confirmed that my rebuttal was still pending. The manager also noted XXXX 's name and said she had added it to the investigation notes. 

On XX/XX/XXXX, I received an email from Capital One containing the documentation the investigation team used to make their decision. The report showed a record of the terminal ( ATM ) and confirmed the {$2000.00} cash deposit. However, there was no mention of the missing {$1000.00}. The documentation does not reflect the full amount I deposited, nor does it include the incident where the ATM returned {$40.00}, which I re-deposited. I am concerned that the investigation is based on incomplete information and that the ATM 's malfunction was not properly accounted for. 

On XX/XX/XXXX, I received another email from Capital One denying my rebuttal. 

On XX/XX/XXXX, I called Capital One to confirm the status of my claim, and they confirmed that my claim was denied on XX/XX/XXXX, which is why I am submitting this complaint. I hope that your team can help resolve this issue. I look forward to your response. Thank you for your attention to this matter.

Company response to consumer: Closed with explanation