Consumer complaint received 2022-03-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I have been banking with Capital One 360 checking and also Capital One credit card and On or around XX/XX/2021 Me XXXX XXXX and my fiance XXXX XXXX have been the victims of Identity theft where all of our personal information was stolen including drivers license, social security card, debit and credit card information for multiple banks and accounts and even our phones. I reported the issue with Capital One about the identity theft because I started to realize that money was being stolen from our credit card account and was told the issue would be addressed and fixed immediately which they credited my account only to reverse the credits leaving me a 200 % credit utilization rate and I was unaware of this for a couple weeks until I received updates from the 3 main credit bureaus XXXX, XXXX, and XXXX that my credit score which I had been doing my best to work on raising back up to at least a good score and even succeeded to raise it above 600 only to have it snatched away by Capital One for falsifying credit reporting about an issue I was guaranteed would be fixed bit because an employee did not write in the notes that my card was stolen they reversed it only for me to call after several attempts and finally speak with someone that helped me correct the problem but Unfortunately I still bare the impact of the consequences to my credit score that Capital One created by not reporting the proper information to the XXXX major credit bureaus and now I have a score of XXXX and thats the best one.Now Im experiencing fraudulent activity on my XXXX checking account where I did everything properly as a victim of fraudulent activity, contacted the merchants, contacted Capital One, reported the fraudulent activity and disputed every fraudulent transaction, and I even filed 2 police reports in regards to the identity theft and the fraudulent use of a credit card/debit card, also canceling the cards used fraudulently and reordered new ones. Well the first 3 dispute claims were handled accordingly where I received my funds within one to two days and I am satisfied with those claims which the # s are 1st claim on XXXX XXXX # XXXX for amount of {$760.00} 2nd and 3rd claim on XXXX XXXX XXXX # XXXX for amount of {$650.00} XXXX # XXXX for the amount of {$730.00}. I tried to request that those specific merchants that were involved with the fraudulent activity be blocked from future transactions and I was told by a member of the management team Named XXXX that they could not block specific merchants so then I asked if I can have notifications placed on my account to be notified of transactions as there taken place so that I could hopefully stop the fraudulent charges before it becomes a larger amount of money that is being stolen from my account which I direly need access to in order to take care of my family which includes my fiance and 4 month old daughter. Me and my fiance both received our new cards and my fiancs card information was again compromised with the same merchants the main one being XXXX  XXXX XXXX  which I am going to also write a complaint on after I finish this complaint. Me and my fiance filed 2 more claims which would of only been 1 claim had the representative gone over each transaction properly with us to confirm they were authorized but that was not the case in this matter so again XXXX XXXX which was a primary avenue for my funds to be stolen by use of a debit cards information saved in a mobile app which doesnt require a debit card PIN number in order for the thief to steal money. Also involved is yet again another mobile banking app that has the same features named XXXX where funds were transferred and stolen. We made the claims on XXXX XXXX XXXX claim # XXXX for the amount of {$2200.00} which is ridiculous because that amount should have never reached that high had I been notified by Capital One of each transaction especially after being a victim already of fraudulent activity by these same merchants which I requested this feature to be added to my account only to find out that it is temporarily disabled and Capital One had no answer for when this feature would be available again in order to protect customers from becoming victims of fraud and possibly being unable to pay bills due to the high amounts that can be accumulated through fraudulent activity before becoming aware that there money was even being stolen. Now I am being punished by not being given access to my funds immediately upon reporting these unauthorized transactions when I have the proper information reported to the proper departments and authorities and I have done everything that I possibly can do as a victim including contacting the merchants for refunds by reporting to them the unauthorized transactions. Which by the way XXXX XXXX  Customer service is all digital via email and through the app making it harder to accomplish a successful and satisfying outcome. I also informed Capital One that I had XXXX family emergencies that required funds immediately and unfortunately capital one is telling me that because I had past claims there is nothing they can do for me in regards to expediting the process of provisional credits to my account as if I am at fault for what is happening to me and my family. In all reality Capital One bares the responsibility of protecting its customers and the fact that I requested to block merchants prior to this fraudulent activity and to have a feature that notifies me of every transaction that occurs on my account right after they occur I was hindered by Capital One resulting in my account to be withdrawn negative {$20.00} instead of it not happening at all or to bare minimum of funds being stolen. Till this very day the notification feature is still unavailable yet im being punished by not giving me access to my money that should not be stolen to begin with as if Im responsible. I only opened this account because of Capital Ones security features one of them being fraud alerts if they notice suspicious activity on my account by providing your phone number to the account and because all Capital One cards have {$0.00} fraud liability as long as you let them know as soon as you become aware of the fraudulent activity which in my case is accurate. I found out of the fraudulent charges on XXXX XXXX. The same day i made my claim. Also providing them with a police report number for identity theft. As of XXXX XXXX i filed another police report for fraudulent use of a credit card/ debt card via online, and sent them a copy of the report and the proof of submission via email at XXXX. I have not received a confirmation that they have received it or that they are working on resolving the issue. Still with no funds accessible in my account. Basically I feel like a fair resolution to this matter would be simple and should have been done the first day I contacted Capital One about the fraudulent activity on my account. The funds will be immediately available upon receiving this complaint in regards to the XXXX checking account and for the credit score Capital One should have a report sent to all 3 major credit bureaus stating the fact of what truly occurred with my account. That there was no wrong doing on my part and that account was compromised and fraudulent activity was committed which caused bad credit reporting to be reported and should be removed immediately and from my credit report. I have done everything in my power to try resolve this issue. I attempted to contact the merchants for a refund. I filed a police report. I reported the fraudulent activity on the same day I noticed the fraudulent charges on my account. I repeatedly called Capital one in regards to this matter and I uploaded the documents necessary to XXXX as in the copy of my police report submission for fraudulent use of a credit card/debit card. I filed a complaint with consumer finance protection.

Company response to consumer: Closed with explanation