Consumer complaint received 2022-09-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX Capital One sent me an email alerting me to suspicious activity in my checking account. The minute I read the email I checked my account and called them. There were several transactions to a merchant named XXXX and XXXX. Capital One told me the amount total of these transactions was {$540.00}. I opened a claim with them because these charges weren't mine. They never credited my account of the loss funds and never sent me the reason why. They didn't advise me of anything, only that my claim was denied. Never once have I had transactions with this company, and once stopped, they stopped, or so I thought. No more than a month later, my account was completely drained by a fraudulent XXXX XXXX account. My only alert to this was that my rent check bounced. I've never bounced a check the entire time banking with Capital One. I called them immediately, crying this time, because I felt it was their fault this happened. Now, I've had a XXXX XXXX account prior to this happening, but it was only to deposit to my bank account, never withdraw from my bank. AND my XXXX XXXX was never funded through my bank, only by cash at XXXX and that was three times. I never used it. This fraudulent XXXX XXXX  responsible for draining my account, wasn't mine. Over {$1400.00} was taken this time in over a hundred transactions. While I was on the phone with a Capital One representative, whom ever is responsible for stealing my money, was actively trying to withdrawal money WHILE I WAS ON THE PHONE REPORTING THIS, the representative told me every time they attempted to use my debit card and the amount they were attempting to take out. So, I filed this claim, it took over 10 days for them to put my money back into my account, only to deny it a month later, claiming that they believe I am in receipt of the merchandise bought with the stolen funds. I am absolutely dumbstruck. I can't believe they are doing this to me. I AM THE VICTIM HERE, this isn't right. I am a hard working nurse and a single mother, never once have these types of transactions come out of my account in my banking history, and for them to claim that my transactional history makes them suspect that those were my charges is LUDICRIS. This is not my doing in any way shape or form. The only thing I'm guilty of is not checking my transaction history as often as I should, because this has never happened to me before these two events. When I log in, its to quickly check my balance, that's it. So- I filed a police report, I filed an identity theft report with the FTC , and now I'm filing a complaint here. I will not stop until I am given back the money that was stolen from me. It's bad enough being a victim of identity theft, now I'm victimized by my own bank. I don't feel Capital One has their clients back like they claim to in their advertising adds. Quite the opposite, I'm left sick to my stomach from the way they treated me.

Company response to consumer: Closed with explanation