Consumer complaint received 2025-12-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA

Complaint narrative:
* * CFPB SUPPLEMENT CAPITAL ONE Complaint ID : XXXXXXXX XXXX XXXX Date : XX/XX/XXXX Complainant : XXXX XXXX Financial Institution : Capital One Bank Issue : Unauthorized XXXX transfer ( {$1500.00} ) / Mishandling of fraud investigation / Unauthorized card replacement / Inconsistent explanations from bank representatives Supplement to original complaint I am submitting this supplement because of a new and very concerning security incident that occurred on XX/XX/XXXX, which further supports my claim that the {$1500.00} XXXX transfer from my checking account was unauthorized, and that Capital One mishandled my fraud investigation. 

Today I received a message stating that I had requested a new credit card for my account ending in XXXX, and that Capital One had immediately shut down my card and issued a replacement. 

I did NOT request a new card. 

I contacted Capital One immediately. 
During the 12-minute call, the representative provided conflicting and contradictory explanations : You called and requested the replacement. ( Not true ) Someone who knows you must have called. ( Not true ) Nothing is listed on your account. 

The system must have done it automatically. 

None of these explanations are consistent, and none account for the fact that : 1. The card was BRAND NEW. 

I received this card approximately two weeks ago. 

2. The card had NEVER been used since XX/XX/XXXX. 

I made my first transactions yesterday and today. 

3. My account has been at a {$0.00} balance. 

There was no suspicious spending, no fraud alerts, and no reason for a replacement. 

4. Yesterday, Capital One fraud department told me the card did NOT need replacement. 

This makes todays automatic shutdown even more suspicious. 

Why this matters to the {$1500.00} XXXX dispute Capital One originally denied my XXXX fraud claim, stating that the transaction came from my phone. 

However : I am the confirmed victim of identity theft ( Police Report XXXX ). 
Multiple institutions have documented unauthorized access to my accounts. 
The device I used was compromised by the suspect. 
Todays unauthorized card replacement shows my account is still unsafe. 
Capital One can not explain who requested the replacement or why. 
Their contradictory answers indicate internal errors or unauthorized access. 
Their previous denial is now unreliable and must be reevaluated. 

Capital Ones failure to document this activity, and their inability to provide a consistent explanation, raises serious concerns about the accuracy and integrity of their fraud investigation. 

Requested CFPB Action I respectfully request that CFPB : Require Capital One to reopen the {$1500.00} XXXX fraud claim. 
Require Capital One to provide : All internal call logs All account-access logs All device-login records All documentation for todays card replacement The reason code for automatically shutting down my card Require Capital One to issue immediate reimbursement of the {$1500.00} to my checking account while the claim is reevaluated. 
Require Capital One to explain why contradictory information was provided and why there is no internal documentation of the card replacement request. 
Conclusion This new security event, combined with Capital Ones inconsistent explanations, strongly supports that the original XXXX transfer was unauthorized, and that Capital One mishandled my identity-theft claim. 

I request immediate CFPB oversight and intervention. 

Submitted by : XXXX XXXX XXXX, GA

Company response to consumer: Closed with explanation