Consumer complaint received 2022-08-31
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Regretfully, I am making a complaint against Capital One bank for allowing an overcharge of {$100.00} that was charged to my checking account by a scammer who posed as a cab driver outside of XXXX XXXX on the morning of XX/XX/2022. 

This scammer cab driver advised me that the cost from XXXX XXXX to my house in XXXX XXXX, NY, would be {$25.00} ( XXXX is about XXXX miles from my house and a XXXX ride ). I also gave a tip of {$3.00}, for a total of {$28.00}. He advised that he would text me the receipt and I watched him punch in my cell number. He used one of those squares that I have seen merchants use before, so I did not think anything of it. The very next day, I see a charge to my checking account for {$120.00} for the same trip. 

I immediately called capital one and disputed the overcharge of {$100.00} ( claim # XXXX ). At this moment, realized that I never received the receipt from that cab driver and advised the Capital One rep of this and it looks like I was the victim of a scammer. Both I and the Capital One representative tried to obtain information for merchant named XXXX XXXX XXXX. This appears to be a supermarket which does not make sense if this person is a cab driver. 

The Capital One representative advised me to send in any pertinent information I had to help dispute this transaction. I advised that I can show a receipt from XXXX for the amount I was charged ( {$22.00} ) going to the airport to give an idea of what I should have been charged, my trip itinerary showing the date and time I arrived back to XXXX airport proving I was picked up from XXXX airport and I sent it over to Capital One via email. 

Capital One denied my claim stating they did not receive my information, so I resent it to them. A few weeks passed, and I get notification that my claim was once again denied because I did not provide a receipt of what I paid for this cab ride ( the amount shows up in my checking account ). I have advised Capital One s times that this man never sent me the receipt and appears to be a scammer. They disregarded the other information I sent in because the only thing they were concerned about was the paid receipt. 

I asked Capital One for proof that they contacted this merchant and was provided with proof of what the charge was for, the date and location of the transaction. This was not provided to me as I don't believe they requested this. I have been a customer for well over 10 years and feel Capital One is allowing this man to steal money from me. They are treating me as if I am the criminal here and refusing to fully investigate this. 

They are supposed to protect the consumer, not the crook!! I have been victimized twice. 1-by this horrible person and 2 - by the financial institution that I have entrusted would protect myself and the money in my accounts, no matter how much it is. I can not afford to just give someone {$100.00} of my hard-earned money.

Company response to consumer: Closed with explanation