Consumer complaint received 2022-01-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: LA
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:
In XXXX of 2021, I had 5 thousand dollars in my bank account. I had kept a balance close to that for close to 2 years. I became very sick that month and was bedridden. A family friend took my ATM card and took every penny except XXXX within less than 10 days. I called Once I got well, I checked my phone and saw that every I had was completely gone. 
I was upset, naturally, and called Capital One. I was trying to hurry up and let them know what happened and let them know that hurricane Ida was about to hit XXXX XXXX and I might not be able to call back and go over the transactions that weren't mine for a while because we are going to lose electricity and phone service. 
I explained that I was sick and a family friend came by to go pick up pet food and my prescriptions. They thought I meant that I told him to use my debit card for this, but I was just explaining why someone was even in my house. The pet food went onto my tab as it was from my work and my prescriptions had no copay. At no time did he use my card that day I had no reason to believe he had my card at this time. There would be no record of the pet shop or pharmacy transactions, because they didn't cost anything. 
He then began withdrawing money and using the card unbeknownst to me. He would be the only one on camera during the times of the transactions. I filed a police report just before the storm. 
By the time we had phone service and I called to give Capital One the information about the disputed transactions when Capital One informed me that they had " already closed the case and denied my claim. '' I hadn't even spoken to them as we had no electricity to charge our phones for XXXX weeks. They made this decision without even itemizing the charges! The person on the phone said the notes report that I was only " disputing XXXX dollars of transactions?! even though I hadn't itemized any of them and the number I had repeated was the 5 thousand. 
I spent MANY hours on the phone with the fraud department, having to itemize 5 thousand dollars in transactions THREE times because each time I'd call asking for claim status, they told me they " didn't have any transactions listed in my file. '' I spent four hours each time on the phone itemizing these stressful fraud charges. Three times is unacceptable!! To deny an unfishished, unitemized claim is criminal. I can not articulate the anguish and frustration that this situation has caused me. It has been beyond a nightmare that I would never want anyone else to experience. I was not able to evacuate for a category 4 hurricane as I now didn't have my savings account suddenly. The horrors I experienced are indescribable. 

It is UNACCEPTABLE for a bank to be this reckless with customers ' money, be it XXXX or XXXX. The amount of what I lost has almost cost me my life. I have had to have relatives help me as I was taken to court for non payment of rent. Can't pay rent with XXXX, especially considering nobody was able to work for the few months following the storm. 
My literal life has no price tag, and I absolutely refuse to sell it for 5K. I will continue to pursue this issue until I receive my savings account back. My emotional damages are extreme as well.

Company response to consumer: Closed with explanation