Consumer complaint received 2021-09-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I moved from XXXX  to XXXX  in XXXX of XXXX and shortly after my move I began having 2 people use my bank information to add cash to their XXXX XXXX I called my bank, Capital One, to let them know of the fraudulent purchases and they told me that they could close my current debit card and send a new one which would take 7-10 business days. The problem at the time was I didn't have a way to receive mail, and I couldn't be without my funds for half a month either way. I told this to the first rep I spoke with and he told me that I could lock and unlock my card instead. These fraudulent transactions continued through XXXX on and off because sometimes I would forget to lock my card my card back after using it. I called Capital One customer service at least 7 times through this period just to let them know that I did not make these purchases ( which are all to XXXX and all to the same 2 users ). I was told that it was fine and I could process my disputes when I got to a place that I could receive money. In total I lost {$16000.00}. I came back to XXXX  to visit and I was finally able to submit these claims with Capital One on XX/XX/XXXX. My claims have been denied 3 times for different reasons. The first was because they said I authorized transactions close to the time of the first fraudulent purchase. The problem here is that when I got to XXXX  I was sent a fraud alert for a food purchase because I was out of state. After I spoke to a supervisor named XXXX and explained this to her she asked me submit any proof that I had. I emailed their claims team XXXX messages from the people that took the money saying that they took it, which I will upload for you to see. After sending in that information I was denied again and I talked to a supervisor named XXXX who told me it was because XXXX wouldn't provide Capital One with the IP numbers of the transactions. She gave me 2 emails to reach out to with Capital One to get this information ( I know it doesn't make any sense ). I emailed them and they told me to subpoena that info I would need a lawyer. I called back ( XX/XX/XXXX ) and spoke to another supervisor named XXXX who told me to reach out to XXXX to get this info. XXXX XXXX wouldn't give me anything because these transactions didn't come from my cashapp. I was able to get a rep email me stating that XXXX can't help and Capital One has to resolve the issue. After this I called Capital One back and spoke to another Supervisor named XXXX XXXX XX/XX/XXXX ), and he told me I was denied for spending patterns and that he would escalate my case. I would hear something in 10 business days. I have documentation of 3 more supervisors that I spoke to after this with similar issues, but for the sake of time I will move forward. Eventually I was told by another supervisor that if I reached out to XXXX XXXX and reported these 2 people as fraudulent my case would be reopened ( XX/XX/XXXX ). I sent screenshots of my conversation with XXXX showing I reported these people as fraud and my case still hasn't been reopened! I need help getting my money back as I have gone through everything that they've asked of me! At this point it just seems that they are not willing to refund me my money and whoever has been working on my claims hasn't been thorough enough. Several managers told me that they can see the IP addresses and they see none of the transactions came from an IP that is associated with my bank account.

Company response to consumer: Closed with explanation