Consumer complaint received 2021-03-31
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XXXX the XXXX my girlfriend and I were scammed by people pretending to be apple support. My girlfriend went on the apple website to get a number to call the apple company about a charge on her account. When she called the first person, she informed her that her apple account was not safe and that people were going to hack into it unless it was protected. This women had information about my girlfriends account that made it seem like she was actually apple support. She told her that she had to secure all her apps that was involved with money because the women told her that someone was using her apple account to spend money on from XXXX and XXXX she had to secure each app that involved money. Which was her chase account, cashapp and other apps. When it came down to cashapp the women told her that someone needs to send her money for the process to continue. I was unsure to why she needed the money but she was playing as a apple person like I said and knew information about my girlfriends account that made us believe she was real. Throughout this whole process we kept being told we would get our money back. We spoke to two other " apple support people '' that said all the money would be returned and it never was. My issue is that I called my bank Capital One and told them that the money that was taken out of my account was not sent but it was wired to the people that scammed us. I did not authorize any of those chargers that was given to those people and I told them that they made it look like the money was sent to my girlfriend but she has proof in her XXXX account that she never got any of that money from cashapp. Plus we have the screenshots showing that a good deal of the money was transferred to these different people through cashapp but it does not appear on our bank accounts ( which goes back to my point of them making it look like My girlfriend and I are sending money to each other. ) The amounts that I want back is {$680.00}, {$700.00}, {$790.00}, and XXXX since I never authorized these charges and it was wired to these people without my permission. I called my bank but they are making it extremely challenging to get the money back despite me having all the proof and evidence to pack up my claim. Plus I never disputed any charge or filed a claim before for as long as I had my account so I do not need to lie. If I am scammed with evidence and proof that these people scammed us that should be enough but the bank said that since it was completed there was nothing they can do. I never approved of these charges being taken out and given to these people and my bank is making it hard for me to get my money back for no reason. Even XXXX gave my girlfriends back her money after this scam but my bank won't and I feel like that is unfair especially due to the circumstance and the facts that I have evidence to prove it. ( I sent all the evidence over to the bank when I filed my compliant before so they should have everything already ).

Company response to consumer: Closed with explanation