Capital One Bank says they have “delivered” four “bill pay” checks, but the people have never received the checks. When asked how they know the checks were delivered, they told me they had delivery tracking on the checks. However, they cannot, or refuse to give me the tracking numbers – which means, they are lying. Furthermore, another check, from 4 MONTHS ago, they say was never delivered – yet the bank kept the money and did NOT inform me that the check was ‘lost in the mail.’ How can a “BANK” be trusted when this is the kind of customer service they give?
Of course, I started this process by checking my statements, and the website – but I cannot find the check images of the bill pay checks that the bank (supposedly) sent. So then I called their “customer service” phone number, and after 10 minutes of the phone tree, finally got a human. After the user verification, I asked “How can I tell if a bill pay check was cashed?” And their response? “So, you want to find out if your payroll check was deposited?” WHAT?!!? Either the person was an idiot, or (as was clear,) they didn’t understand english very well. So I asked for a supervisor.
When I finally got a supervisor, and asked the same question, they told me I was on a ‘new system’ for Capital One Bill Pay which does not have the ability to show me what bill pay checks have been cashed, but he could verify the checks for me. The most recent check – from 26 DAYS ago was “delivered” but had not yet been cashed. So I asked about the next “bill pay check” from 29 DAYS prior… that was also “delivered” but not yet cashed. So I asked about the next oldest check from 35 DAYS earlier, and guess what… it was also “delivered”, but not cashed. So I had to ask – “How do you know that it was DELIVERED?” To which they said they have tracking numbers for delivered checks. So, I asked for the tracking numbers and the service that was used. He said he could not give me the tracking numbers. So I asked if that was because they were lying about having tracking numbers, and he insisted they do have tracking numbers, but cannot give them to customers. WOW! How untrustworthy is that?!
So I asked about the next Capital One Bill Pay check that was sent 57 DAYS ago… and Capital One shows that check as ‘never being delivered’ – yet, they did NOT notify me, they did not credit the money back to my account, and they did not re-issue the check. After nearly TWO MONTHS!
So then, in order to refund the money to my bank account for four checks, he had to send me to the claims department. Of course, you can guess how that process went… LONG and DRAWN out.
So, when a BANK is not trustworthy – or ANY business – you must vote with your dollars… and so, I’ll be cancelled my accounts with Capital One Bank. I hope the next bank doesn’t lie.