Consumer complaint received 2021-08-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
COMPLAINT ID XXXX XXXX XXXX Hello, Now that Im dealing with FDIC insured banks. I clearly describe what capital one did to me and how they broke several rules. As Im reading policies and gathering information it is clear that capital one is in the wrong here no matter what the excuse is. 

- On XX/XX/XXXX I received a call from hackers gloating about my money being gone. I never gave them personal information over the phone. Capital assumed I did to discredit me. 

- I called Capital one that same day XX/XX/XXXX to file a claim. I got a new debit card and was told my claim has been filed. Mind you these unauthorized transactions were still pending and I was told the zelle transactions could be canceled. 

( XXXX XXXX ) - So I get no email confirmation of my claim from XX/XX/XXXX So I call again XX/XX/XXXX and they tell me no claim was filed XX/XX/XXXX and you need to file a claim. So I did another claim XX/XX/XXXX and got a claim number. So basically capital let 24 hours go by on an unauthorized charge ( s ) totaling XXXX $!!! Go by without filing anything when I called the day of!!!! While it was still pending and it would have been stopped!!!!!!!!!!!!!!! 


- Sidenote* Me not knowing the rules at the time these bozos at capital said verbatim other transactions are still pending lets wait till it clears to dispute it, because we cant dispute pending charges (!!!! ). Thats what is said to me after calling about UNAUTHORIZED CHARGES ON MY ACCOUNT YOU ME TO WAIT TILL THEY CLEAR IN A HACKERS ACCOUNT!!!!!!!!!!!!!! WHAT THE XXXX. Looking at this in hindsight XXXX $ capital ones protection is the absolute worst by this standard. If The low energy employees forgetting to file my claim within 24hrs of me calling and lying to me later that I called the XXXX to file a claim isnt bad enough it gets much much worse! 

- I dont get email confirmation of my XX/XX/XXXX claim until XX/XX/XXXX. XXXX I rarely receive emails about my account only randomly. If you question them they always say something is wrong with the customers email. 

- So 10 business days goes by, ( mind you they forgot to claim within 24 hours XX/XX/XXXX ). From the XXXX to XX/XX/XXXX. I call them to see whats going on. I kid you not the rep said to me you should expect something in your account by the end of day. ( This is the fri my account was in the negative for a XXXX employee making the wrong claims on a atm and putting me in debt ) So I was like ok I can buy groceries at the end of the business day. I received nothing and had nothing all weekend and I couldnt sleep and I got sick from all this really ill. 

- So I call back Monday XX/XX/XXXX to see why I didnt receive money from my claim about unauthorized transactions on my account. The rep say the claim has been denied and asked if I want to escalate I said of course, but I was lied to from the beginning because I was told it was going to be canceled on XX/XX/XXXX which is absolutely possible because a XXXX transfer of that amount takes 3 business days and can stop it. During all this I never received a email of the denial of my claim XXXX and this was XXXX business day from my claim. I asked if the case was still going because its been 10 business days they were just making up rules at this point. 

- When I filed a claim to Cfpb I received a slew of emails one detailing the denial of my claim 21 business days later. This is completely out of line of the FDIC and XXXX to not send costumers copies of contraction, claim numbers, etc for their records and they use their own negligence to lie and blame the costumer while they try to change dates within their system, lie and obstruct evidence which I proof of a rep changing the date of my claims denial on phone records. 

- After that Capital one went out their way to send me emails really late at night about my account because I reported them, and then they restricted my debit card with notification no email or phone call. They did it privately with no reason other than me filing my claim. So I called and they said verbatim nothing is wrong with the card its active and working. So they sent me a new card. I get the new card and they blocked me from activating it and they closed all my accounts with no email or call as of why. Thats illegal to forcefully take my money and not even send me a courtesy email detailing the information of why its happening. They became a child with a temper tantrum when Im the one missing XXXX $ and basically had to start over on my life savings because of capital one negligence and easily breached security. 

These companies that can do anything to a customer and have no responsibility for anything. This is wrong on many levels not to mention they never claimed when I called on XXXX and let hackers take money, and they found their wells fargo bank and did nothing. They are so friendly to criminals and rude to customers really makes you wonder what capital one is. Till this day I never got a confirmation number for my claim XXXX because they forgot. Imagine you call the cops and say hey the crooks are right there to be nabbed and they so ok we will, and forget thats what capital did and they wont send me that number ( XX/XX/XXXX ) because their guilt, lies, shame, and obstruction of evidence will be proven in a court of law!!!!!!!

Company response to consumer: Closed with explanation