Checking or savings account -- Managing an account -- Complaint #12723646

Complaint Overview

Complaint ID: 12723646

Company: Capital One Financial Corporation

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Sub-Issue: Funds not handled or disbursed as instructed

State: California

ZIP Code: 960XX

Date Received: 2025-03-28T12:00:00-05:00

Date Sent to Company: 2025-03-28T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

Today, XX/XX/XXXX, I received a notice from the California Department XXXX XXXX XXXX that a check I had written to pay registration fees had been denied payment. This was the first I had heard of a problem. I got on line with Capitol One XXXX checking to look at my statement which is electronic only and I usually don't look at it because I don't write very many checks on the checking account feature. The statement showed that check # XXXX written to the CA XXXX for {$2400.00} had been submitted for payment from the CA XXXX and cleared since there were sufficient funds in the account ( almost $ XXXX ). The statement notes that the check was " cashed '' on XX/XX/XXXX. Just above that the same check # XXXX is noted as " cashed reversal '' on XX/XX/XXXX. When I asked customer service about it he simply stated that I had been called about the check but I had not " picked up my phone. ". My phone records show that I received XXXX text messages that to me at the time looked like a phishing text since Capitol One XXXX checking was not identified. It is just a text with a link and a request to call an XXXX #. I ignored these XXXX messages. A third message came of a similar sort but asked me if a check I had written ( unidentified ) was actually from me. I thought about the checks I'd written in the past few weeks -- only XXXX for the XXXX and answered " Y '' to the text msg query for " Y or XXXX '' answer making an assumption that it was the only check I'd written lately. Frankly I found this whole approach sketchy and misleading. And I had no way of knowing the XXXX texts were from Capitol One. I am guessing in hindsight that these texts were what the representative was referring to when he said I did not " pick up the phone ''. He implied a phone call but I didn't receive a phone call or voice mail from Capitol One. When I pressed the customer service representative for an explanation he simply repeated that I had not " picked up the phone '' to verify the check was legitimate so it was refused. XXXX was dumped in my lap. As a result of Capitol One 's assumption that a check with my signature and written to a state government office was not legitimate and then dropping the ball in their query about verifying the check, I have to pay the California Department XXXX XXXX XXXX a service fee and penalty totaling {$370.00}. That is a stiff penalty for not having made any mistake at all. The customer service representative naively told me that if I could get the CA XXXX on the phone with him he would explain the situation to them in hopes of mitigation. I can not get the CA XXXX on the phone even for questions I might have regarding registration procedures or anything else. Their offices are now open only XXXX days a week and everything is done on-line I would like compensation from Capitol One in the amount of {$370.00}. Thanks for reading.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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