Consumer complaint received 2019-11-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Capital One 360 is in clear violation of Federal Reserve Federal Reg E. They did not complete a thorough investigation. I have had multiple agents tell me there is no appeals process and that there is NO documentation regarding my claim and its process that can be mailed out. I'm appalled and shocked that a company like Capital One would have such an unethical branch that acts with a lack of integrity. 

This is being written due to poor customer service and the lack of follow up and follow through with my claim with Capital One Bank 360. My debit card was stolen along with my backpack and cell phone and my debit card was used several times without my consent. I reported this to Capital One 360 and was assured that this would be thoroughly researched and looked into. I reported this and was advised by Capital One 360 Fraud manager XXXX and Rep XXXX on XXXX XX/XX/XXXX that my claim was officially started on XX/XX/XXXX. I called on XX/XX/XXXX because I had not gotten any paperwork, not an email, not anything letting me know whether my claim had been started and or looked into. I called and not only got the run around by XXXX, agent XXXX, the customer service rep, but he was rude and talked down to me. As an adult this isn't something I can't handle, what I found most issue with is this is a company and bank I'm trusting to help me resolve this scary situation and instead of finding a support system or solace in the call I felt like I had to defend myself and found myself arguing with the bank. Which is unfortunate. 

The very next day, XXXX  XXXX I get an email advising me " We finished researching your dispute ( s ). Based on the information we have, your claim has been denied because. We finished looking into your claim and didn't find an error. You can still try to resolve this directly with the merchant ( s ). '' and that my claim is being denied. I find it peculiar that this happened right after I called in with an issue about the lack of communication with Capital One. I also requested a phone call from the agent I was told was working my claim, XXXX. I did not get a call, instead, I got a very insulting email. No way is this legitimate as I did not give anyone permission to use my card, my pin was not used and not listed on my card and this is truly upsetting and frustrating. I am close to being evicted because I do not have money to pay my rent. 

After getting this email I called Customer Service and was told by an agent who did not work in the U.S and after asking me for my social 3-4 times I became uncomfortable and asked him for a US Supervisor and he advised me that the US offices were closed. I hung up the phone and called back and go XXXX who works in the U.S. I then was provided very poor customer service. It's awful because the call was not as bad as the call with XXXX, but I find it awful that I am here again going back and forth with Capital One 360. I was escalated to supervisor XXXX ID XXXX who was very helpful. He advised that he will be listening to the calls and he will be sending escalations regarding the poor customer service I got to the BEST TEAM escalations regarding poor customer service. The second escalation regarding my claim Processing Team and that I should get a call back from XXXX. I requested documentation showing the actions taken during my claim. I advised that legally this is owed to me and is necessary to provide. 

I want Capital One 360 Bank to know that I requested the address, email and number to fraud disputes appeal several times only to be told there is no information to be provided and that I needed to wait 3 business days on a reply about my claim. I am livid, almost homeless and this is a clear violation of Federal Regulation E.

Company response to consumer: Closed with explanation