Consumer complaint received 2018-05-01
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
To Whom It May Concern : I really wish I read the reviews before deciding to bank with Capital one because so far, this bank is nothing but stress! I opened this account in XXXX, and didnt have any issues until the beginning of XXXX. My account was compromised and used in a different state, when I realized that later on I called Capital one to dispute charges that I was seeing through my online banking. Once I told them those charges were fraudulent they told me theyll start an investigation and get back to me. I really dont believe they investigated anything, they lie and wait 10 days then decide if they want to give you provisional credit or not. While doing the investigation a representative called me on XX/XX/XXXX while I was in class and left me a voice mail to give them a call back which I did that same day and she was asking me the dumbest questions I can think of. On the XX/XX/XXXX my wallet was stolen and my debit card was used again at a gas station and I called Capital one and reported it and even gave them a police report. On the XX/XX/XXXX they sent me a message stating my dispute was denied, when I called them to ask them why it was deny, one of the rep told me it was denied at first because they called me and didnt get a hold of me which was a lie because as soon as I got out of class I returned their phone call. Theyre basically stating I used my card in 2 different states at the same time. I called some of the merchants and were told my card number was entered manually but capital one lied and said thats not the case. They refused to reimburse my money. I asked them to show me documents that led to this conclusion and all they sent me was my statement. They dont know what theyre doing. Im a law school student and can do a better job investigating than them. Every time you speak to a representative they switch stories and tell you different things I spoke to my Attorney about this and he agreed with me. I will be filing a lawsuit because this is ridiculous. My claims numbers were XXXX and XXXX. This is the last message they sent me! NOBODY has yet to give me a valid reason as to why my claim was denied and I dont even care anymore I JUST WANT MY MONEY BACK! I will be closing these accounts soon! 
This is the last message they sent me after I requested documents. 

We received your message about your dispute. On XX/XX/XXXX we let you know your dispute was closed because we didn't find any errors during our research. 

As requested, here are the attached docs used to make our decision about the dispute for the following transactions : Transaction Dates and Amounts XX/XX/XXXX - {$20.00} - XXXX XXXX XXXX 0XX/XX/XXXX - {$500.00} - XXXX XXXX # XXXX XXXX XX/XX/XXXX - {$14.00} - XXXX XXXX XXXX XX/XX/XXXX - {$32.00} - XXXX XXXX   TXXXX XXXX XX/XX/XXXX - {$47.00} - XXXX XXXX XX/XX/XXXX - {$63.00} - XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX - {$84.00} - XXXX XXXX XXXX XXXX XXXX We understand this isn't the resolution you'd hoped for, but we consider the charges valid and due as billed. We've thoroughly addressed your inquiries and won't be responding to future communications regarding this dispute. 

Thanks, Claims Support Center Capital One Member FDIC

Company response to consumer: Closed with explanation