Thousands of customers have reported problems getting their banking done with Capital One because of a disruption accessing online services that began on Wednesday and persisted into the weekend.
On at least two different occasions on Friday afternoon, nearly 4,000 customers each time reported issues completing transactions with Capital One, a credit card and banking company based in McLean, Va., according to Down Detector, a website that monitors internet and application outages.
In a statement shared by Capital One’s customer service account on social media, the company said on Thursday that a “technical issue with a third-party vendor” was “temporarily impacting some account services, deposits, and payment processing for portions of our consumer, small business, and commercial bank.”
Customers expressed frustration over delays with direct deposit payments, and some aired their grievances on social media.
Mike Matsos, a hospitality worker in Birmingham, Ala., who was expecting to be paid on Thursday, said that as of early on Saturday morning, Capital One still had not processed his paycheck, which he said caused him to pull money from his savings account to buy groceries.
He said that Capital One had not provided a timeline for a resolution, leaving him frustrated.
“If they don’t get it to us in the next few days, I won’t have any savings left to pull from and I won’t be able to pay any bills,” Mr. Matsos, 26, said. Later in the day, he said he got access to his paycheck.
Capital One, which has more than 100 million customers, said it was working to restore access to all those affected. It was not immediately clear how many customers were affected.
“We fully understand your frustration here and expect services to gradually begin to return to normal throughout today and the majority of issues to be resolved by tomorrow morning,” the company’s customer service account assured users on Thursday.
On Friday, the company said the disruption wasn’t “related to fraudulent activity or the work of bad actors attempting to access our systems,” adding, “Your funds are secure and will accurately show when the tech issue is resolved.”
Those issues arose the same week that federal regulators filed a lawsuit against the company, saying that Capital One deliberately underpaid interest on savings accounts, even as rates rose.
The suit claims that the company may have cost its depositors more than $2 billion.
In an emailed statement on Saturday, a representative for Capital One said that the company had made “substantial progress” in resolving the issues.
“We have restored full account functionality and processed outstanding transactions for most of our customers, and are completing work to restore full service to all of our customers as soon as possible,” the statement said. “We sincerely apologize to our valued customers.”
Content Source: www.nytimes.com