Consumer complaint received 2021-02-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA
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:
Hi, I experienced extensive debit card fraud that Capital One has inaccurately determined to be non-fraudulent. I experienced the debit card fraud in another state, and have several open police cases regarding that fraud. The detective currently has video surveillance of the fraud occurring. While this was happening, I was regularly using my own debit card in my home state ( MA - see starred* charges from forwarded email ). Somehow, Capital one has reported all of those charges within that time frame as fraudulent, even though some of them were not supposed to be reported ( the ones in Ma ). They still shut off the Lowes purchases after a few successful attempts, so no doubt it triggered some fraud flag. 

Capital One has said they are denying my claims and will not respond to any more correspondence, so I am reaching out to you directly. 

Please see my forwarded email from capital one showing the charges they said I reported fraudulent and the list of fraudulent charges I supplied to the detective. This took hours and hours of research on my part to find this information and I am incredibly disappointed with Capital Onea response. I have three open checking/savings accounts and a credit card with capital one. It is clear that I make and spend enough money to cover whatever purchases I want to make legally. I reported all of this to Capital One and the police on XXXX. 

Here is the list of actual fraudulent charges sent over to the detective : Successful Purchases : ( 1 ) XX/XX/XXXX @ XXXX : XXXX  # XXXX - XXXX XXXX XXXX ( XXXX XXXX XXXX, NC ) : {$11.00} ; XXXX XXXX across the street has video surveillance of the parking lot ; online order ; ( 2 ) XX/XX/XXXX @ XXXX XXXX  # XXXX ( XXXX, NC ) : {$2700.00} ; 300 roof shingles ; signed as " XXXX XXXX '' ; emailed receipt with sales #, XXXX ID, and Invoice # attached ; thinking maybe they purchased at lumbar ; manual key in debit card entry ; XXXX PD  Case # XXXX ( 3 ) XX/XX/XXXX @ XXXX XXXX # XXXX ( XXXX XXXX XXXX, NC ) : 2 vacuums and a microwave - {$1300.00} ; used two cards, other with extension XXXX ; also signed with name " XXXX XXXX '' ; XXXX Case # XXXX ( 4 ) XX/XX/XXXX @ XXXX XXXX  'XXXX # XXXX - XXXX, VA - last successful purchase Attempted purchases ( unsuccessful ) : ( 5 ) XX/XX/XXXX XXXX : XXXX # XXXX ( XXXX XXXX XXXX. XXXX, NC ) : {$1600.00} ; XXXX PD Case XXXX ( 6 ) XX/XX/XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX, NC ) : {$1700.00} ; XXXX PD Case XXXX - 3rd attempt at same store ( 7 ) XX/XX/XXXX XXXX XXXX # XXXX XXXX XXXX, NC {$900.00} I confirmed with XXXX 'XXXX  national customer service that these transactions were MANUALLY ENTERED, and I have receipts as proof that I got from the Customer Service Department. I've also attached Surveillance footage stills of the people who made these purchases that I received from XXXX, NC police department/detectives. 

Please let me know what my next steps are here. I've probably already spent well over 40 hours trying to have this resolved, so please let me know if you can help in any way. Thank you in advance. 

Best, XXXX XXXX XXXX -- forwarded email from Capital One, note that I starred the reactions that were NOT FRAUDULENT AND PURCHASED LOCALLY -- - " XXXX XXXX, 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 - {$1300.00} - XXXX XXXX XX/XX/XXXX - {$2700.00} - XXXX XXXX XX/XX/XXXX - {$5.00} - XXXX XXXX XXXX  *** XX/XX/XXXX - {$4.00} - XXXX XXXX XXXX XX/XX/XXXX - {$2.00} - XXXX XXXX *** XX/XX/XXXX - {$11.00} - 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. 
"

Company response to consumer: Closed with explanation