Consumer complaint received 2023-07-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
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:
On XX/XX/XXXX, I received an email from Capital One stating that the fraudulent activities I reported in XXXX from XXXX XXXX ( app off XXXX ) CLAIM # XXXX for my checking ending in XXXX was reviewed and the outcome resulted in some of those transactions being labeled as fraudulent and the rest labeled as valid transactions ( listed after this paragraph ). They stated my previous credits will be removed totaling {$830.00} on XX/XX/XXXX. As you can see below all of these unauthorized transactions were done by the same merchant and person. I not only had my XXXX XXXX account hacked, they successfully removed monies from my account over a period of 3 to 4 weeks. When my bank account was low - I had to go back and check why, this is when I discovered all of these XXXX XXXX transactions. I called Cap One immediately and they promised they would fix the issue. The issue I have with this is that I not only contacted Cap One but also the merchant. They said they couldn't do anything as far as returning my funds and labeling these as fraud - so I immediately shut down that XXXX XXXX account and contacted Cap One. Cap One is stating that they had sufficient evidence to prove that some of these transactions were fraud and some were valid. How in the heck can some be fraud and others not when they are from the same merchant/person and even as the merchant stated - the transactions occurred through the APP on the same IP every time!. These are ALL fraudulent not just a few! 

My response to Cap One : XXXX XXXX XXXX Attachments Sat, XX/XX/XXXX, XXXX ( 12 days ago ) to cardinvestigations Please reopen this claim. This merchant does not prove that this isn't fraudulent activity they only indicated because of the many times my money was taken by his individual that it must not be fraud. I disputed this directly with the merchant before and they said they don't handle disputes and can't issue my money back and if I believe it's fraud I need to go to my bank and dispute it. All these documents show are the transactions and the many times my money was stolen and it proves it was done by one individual sometimes in the same day sometimes weeks or days apart. It's fraud. This individual had my account information XXXX XXXX  is an app where you login using your phone number. You can login in from anywhere. My account has been hacked and that is why I discontinued use of it. I no longer have it because it was hacked! 

On Fri, XX/XX/XXXXXXXX XXXX XXXX XXXX XXXXXXXX wrote : Re : Claim XXXX for account ending in XXXX XXXX XXXX, As requested, here are the attached docs used to make our decision about your dispute. 
Thank you for being a Capital One customer. 
Products and services offered by Capital One , N.A., Member FDIC. 

( C ) 2022 Capital One. Capital One is a federally registered service trademark. All rights reserved. XXXX XXXX XXXX XXXX XXXXXXXX : XXXX, XXXX, Virginia XXXX XXXX To contact us by mail, please use the following address : Capital One, XXXX XXXX XXXX, XXXX XXXX XXXX, UT XXXX. 

XXXX XXXX XXXX XXXX ( 1 hour ago ) to cardinvestigations I've already reviewed the documents. It's a list of all the transactions I cited as fraud - however, despite the transactions being done by the same person using the merchant 's app and my login credentials, half of the transactions were labeled as fraud while the others not. They were all fraudulently done by the same person, none were authorized. My account was hacked - and that XXXX XXXX was directly linked to my bank account and last four digits of my social security number were used as the PIN. This is identity theft and fraudulent activity! 

Respectfully, XXXX XXXX Re : Claim # XXXX for account ending in XXXX XXXX XXXX, Your claim has been reviewed. Below is the outcome of our investigation. 

Approved : Merchant Date Amount XXXX XXXX XXXX XXXX XX/XX/XXXX {$220.00} Outcome : Your temporary credit is now final. 
Merchant Date Amount XXXX XXXX XXXX XXXX XX/XX/XXXX {$300.00} Outcome : Your temporary credit is now final. 
Merchant Date Amount XXXX XXXX XXXX XXXX XX/XX/XXXX {$1.00} Outcome : Your temporary credit is now final. 
Merchant Date Amount XXXX XXXX XXXX XXXXXX/XX/XXXX {$150.00} Outcome : Your temporary credit is now final. 
Denied : Merchant Date Amount XXXX XXXX XXXX XXXX  XX/XX/XXXX {$120.00} Outcome : The info we got from the merchant shows this is a valid transaction. 
Merchant Date Amount XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX {$100.00} Outcome : The info we got from the merchant shows this is a valid transaction. 
Merchant Date Amount XXXX XXXX XXXX XXXX XXXX {$110.00} Outcome : The info we got from the merchant shows this is a valid transaction. 
Merchant Date Amount XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX {$200.00} Outcome : The info we got from the merchant shows this is a valid transaction. 
Merchant Date Amount XXXX XXXX XXXX XXXX XXXX {$100.00} Outcome : The info we got from the merchant shows this is a valid transaction. 
Merchant Date Amount XXXX XXXX XXXX XXXX {$200.00} Outcome : The info we got from the merchant shows this is a valid transaction.

Company response to consumer: Closed with explanation