Consumer complaint received 2022-12-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I am writing to you in desperation for an unresolved issue. {$38.00} was stolen via my checking account and Capital One is compliant and refused to properly investigate. In turn, they have stolen {$38.00} from me and/or allowed someone else to do so. 
I have been in contact with Capital One numerous times, all recorded conversations on their end. Hence, the conversations will be easily accessible to ensure quality control within Capital One. 
On XX/XX/XXXX, I entered Kohls in XXXX, XXXX, Store # XXXX. I was there ONLY to accompany someone as they made a return to XXXX in the back of the store. I walked with him to the back of the store. On the way out, we stopped in the Mens department to look at Mens underwear. After, we left the store WITHOUT making a purchase or coming anywhere near a register. 

On XX/XX/XXXX, I went to a gas station to put fuel in my vehicle. At that time, I learned my account was overdrawn due to a purchase that said it was from XXXX XXXX in the amount of {$38.00}. 
I immediately contacted Capital One. My debit card was on my dresser at home. It was stored in my XXXX XXXX XXXX XXXX for XXXX XXXX. However, my phone is protected with both face recognition and a 6 digit passcode. I did not put my phone anywhere near a register, either. Capital One did take a fraud complaint and reversed the transaction. I also went to the Kohls store and spoke with several managers over the several weeks. The managers at Kohls did view the video camera and acknowledged I did not purchase anything in store during my time there. They also could not locate a transaction for {$38.00}. 

I then received an email from Capital One stating that the credit that returned the {$38.00} to my account from the fraud complaint was going to be reversed because they finished their investigation. I then contacted Capital One via phone ( another recorded conversation ) and asked why? I was told the documentation they had would be forwarded to me. Their documentation arrived nearly a week later stating that I used a chip reader. I argued that it was impossible. I asked for a transaction number and details of the transaction. I was told a transaction number was not available. 
I then, immediately, phoned Kohls again. I could not figure out how this could be! Kohls asked for a transaction number. I told them Capital One could not provide me with one. They said the bank has to. I called Capital One AGAIN. This time, they gave me a transaction number and time of purchase at XXXX hours in the morning. I contacted Kohls again and they pointed out that first, they are not open that early. THAT is the time Capital One originally told me-listen to their recordings! Second, Kohls informed me that the transaction number is a fraud because that is not how they put their transaction numbers together.

I, then, contacted Capital One AGAIN. I sent an email statement from the manager at Kohls confirming that I had not made a purchase and there is no such transaction number. I ALSO provided Capital One with the contact information for Kohls so they can ACTUALLY INVESTIGATE!!! 
Last week, I received another email that my appeal was denied, regardless of the documentation I provided because they are still stating that I used a chip reader. AGAIN, Kohls has no evidence of any transaction let alone use of a chip reader with my card!!!

I went back and forth with the supervisor who was very condescending. Finally, I asked who oversees Capital One so I can contact them and file a formal complaint. Her response : The PRESIDENT!!! I questioned what President she was speaking of and she said the President of the United States!!! I asked her if she really thought the President was in that kind of serving capacity, in so many words and she again told me that President Biden would be the one to speak to. 
I was so beside myself. I cant imagine HOW MANY people have been scammed this way. It is absolutely absurd! 
It was physically impossible for me to have used a chip reader because my card was at home, upstairs, on my dresser, in a locked home with XXXX XXXX XXXX  and XXXX XXXX  keeping guard. Someone would have a better chance of winning the lottery than locating my card to charge {$38.00}. 
I can not fathom the amount of wasted time and money I have spent on resolving this. My time is valuable!!! My mental health is valuable. Capital One, and Kohls to some degree, has caused me so much distress. This happened in Kohls ad could be happening by an employee for all I know but beyond an email, they refused to reach out to Capital One or Loss Prevention within their own company on my behalf. I am sure I was not the first or last victim!

This may have only been {$38.00} but I am a single parent busting my XXXX through XXXXXXXX XXXXl and working. With inflation, that money matter just as much to me as whomever stole it! 

There are several recorded conversations at Capital One and I know as soon as they are listened to, you will be as besides yourself as I am. The supervisor also denied me sending the documentation even though I have verification via my email account that it was sent. She also change the time of the transaction and now said it was at XXXX hrs. Again, when the man told me it was XXXX hrs, that was on their recorded line. So, it seems as though Capital One is now being fraudulent to protect themselves. Or perhaps, it is someone within Capital One that is scamming and stealing from Capital One customers!

I have all the documentation I was able to get along with an emailed statement from a manager at the Kohls store. 

To add, I am besides myself to comprehend that Capital One 's supervisor directed me to contact the President of the United States and could not give me the information to oversees Capital One. To me, that is intentionally misadvising and should be against the law!

Company response to consumer: Closed with explanation