Consumer complaint received 2021-10-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
To Whom This May Concern, I am submitting a formal complaint against Capital One Bank for their inefficient and mishandling of my card dispute. I was a victim of card fraud when I noticed on my bank transactions an ATM withdrawal of {$110.00} cents on XX/XX/2021 and another one for {$140.00} cents on XX/XX/2021. I immediately checked to see if my card was in my wallet, because I had just come back from a trip to XXXX on XX/XX/XXXX, and it was. I called my bank to report the charges and request a new card which I had done a few times before in different situations without issue. They told me they would get back to me after investigating and to wait for my new card to be shipped out while they locked my account like always. I cut up my card and threw it away without a second thought, because I thought the situation would be easily resolved. To my surprise, I received an email that my claim had been denied because apparently there was a chip present at the time of the withdrawal which I know is not possible, because I had my card on me and I never withdrew at an ATM. I called my bank again to request copies of the documents used to make this decision as the email directed me to, but the representative wasnt even familiar with my case. I asked to speak with whoever was in charge of investigations so that I could try to offer insight or understand what was being done to investigate. I thought any reasonable person could look at my case and see that it was obviously fraud considering that its not even possible to withdraw the amounts {$110.00} cents and {$140.00} cents from an ATM. I know for a fact you can not get XXXX cents from an ATM which I told the representative and they said they would make a note of it. I also explained that the transactions didnt have a location of the ATM like it normally does on every transaction, which I found suspicious. All the representative could do was offer to open the dispute again, because there is no direct number to investigations. They gave me an email to send proof that I was in XXXX at the time of the incident which I did submit pictures to, but I never got a response or even an acknowledgment that it was received. It was highly frustrating that there was nothing I could do but wait for that email that my claim had just been denied again with no correspondence before that. I called again and waited for this new representative to read over my case only to find out that there was never any notes written down in my file and no email from me, even though I sent one. The representative never sent me copies of the documents, but told me that the ATM was conveniently also in XXXX and that it wasnt a Capital One ATM, so there were no cameras. They offered to escalate my dispute for the third time and have someone from investigations contact me by phone and email only after I demanded, but no one ever did. I only got the same email that my claim was denied again. No new information, just the same email as every other time. The extents that Ive had to go to just short of going to the police to pull security camera footage of this mystery ATM just to prove it wasnt me, when they cant even properly prove that it was. The fact that something like this can happen just goes to show how nonsecure this bank is. I never got a warning of potential fraud or a notice of suspicious activity. If I hadnt checked, I would have just lost nearly {$300.00}. I have been a loyal customer for five years and they couldve easily looked at my history and seen that I have rarely withdrawn cash at an ATM. Throughout this whole process, I have been passed around from representative to representative and given no real answers. I shouldnt have to go to these lengths including direct messaging the customer service team on XXXX, disputing three times, filing a complaint with Capital One, and filing a complaint with the CFPB just so someone would take me and my case seriously. It has been more than a month since the incident. I wouldnt even be dragging this on or making a huge deal if I wasnt 100 % sure I did not make that withdrawal. Im not sure who did, but I depended on this bank to protect me and not totally neglect me. Needless to say, I will be finding another bank and closing all my accounts with Capital One due to their incompetence.

Company response to consumer: Closed with explanation