Consumer complaint received 2022-11-11
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I received a notification from Capitol One that someone was trying to make a large purchase on my account, the purchase was not honored and I text back XXXX  to say I was not making the purchase, shortly after that I received a second notice that an attempt was being made to purchase a large ticket item and if this wasn't me to call this number immediately which I did. I spoke to a person I believe was named XXXX he told me that someone was attempting to use my card and that he would close that card out and send me a new one in a few days ( which I did receive that card ). Right after that maybe 15-20 minutes later a second person called me and said he was with Capitol One and was going to help me fix my issues, so we started the process, at the time I was delivering my orders and couldn't completely focus on either. So, I decided to deliver all my orders and then focus on my account however the call was dropped so I finished the orders and called number back which appear to be a legitimate business because the answering service asked if I knew my parties name or ext., so I waited and left a message, shortly after that the person called me back, he kept telling me he was sending me codes to verify which I did and in the heat of confusion I didn't realize he was getting me to verify codes so he could get into my account, I didn't realize it until later that my scammer was on the line with me. During the conversation I noticed that some money was being transferred from my XXXX account and I told him this was happening while we speak, so he assured me that the money would be recovered and back in my account in 24hrs. When that didn't happen by Monday, because all of this happened over the weekend, I called Capitol One and this is when I spoke to a person named XXXX he questioned me and I explained to him what I said above and at this point he explained to me that I had 4 devices accessing my account and I informed him that I only access my account with 2 devices, at this point the exchange went in a different direction because he insisted that I possessed this XXXX device and I told him that I didn't own any type of XXXX  and that device shouldn't be attach to my account. At this point I could tell he was trying to imply that I had something to do with my account being scammed, so he puts me on hold and when he returns he tells me that my account was being closed because there was too much going on with my account. I am filing this complaint because I Think this situation was handled very unprofessional, he could have closed the account completely opened a new account and gave me some advice on how to protect my accounts against scammers but instead he choose the most extreme measure and I also so believe he knew I was XXXX and XXXX XXXX  me because I don't see how to jump to that conclusion with NO evidence that the device I told you was not mine and make a decision to close my account and the other representative didn't come to the same conclusion, furthermore he did ask me about phone numbers the person called from and I Don't want to leave anything out I told him earlier in the conversation that the person knew what was going on with my accounts and he told me that I had to have told him my User name and password which I told him I did not, I also couldn't see the logic in that because if I had that's what being scammed is? however that's not what I did and he was persistent that I had aided this scammer which was a stretch.Please look into this matter with serious consideration.

Company response to consumer: Closed with explanation