Consumer complaint received 2024-01-28 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
This message is to provide you with useful information that will support my claim. 
On XX/XX/XXXX approx. XXXX ; XXXX. I receive a call from a gentleman that claims to be a representative from XXXX XXXX  XXXX. He asked if i had previously opened up a checking and saving account the day before. I said " NO ''. He told me my date of birth and the last four digits of my social. It was accurate. He also told me of an address where i used to live. I was convinced the call was legit. 


XXXX This is the number ( From XXXX XXXX XXXXXXXX ) that was use to contact me in regards to someone supposedly opened a XXXX XXXX  XXXX checking account without me knowing. This was the initial call of how I got scammed. 

They told me that two transactions was made from the XXXX  XXXX XXXX account and needed to be canceled and provided me with a telephone number from the XXXX XXXX XXXX They also explained to me that if I didn't call the XXXXXXXX XXXX XXXX to resolve issue I was responsible for any transaction that were supposedly made thru XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) This is the number that I was told to contact. They told me in order to cancel the transaction made from my XXXX  XXXX XXXX account I had to provide them with a case number.Case XXXX XXXX XXXX ) In order to cancel transaction from XXXX XXXX XXXXXXXX I had to send money to a specialist from the XXXXXXXX XXXX XXXX  to verify me and the transaction. The first transaction I made was {$1600.00} They told me the transaction didn't go thru. So I was ask to make another transaction for {$99.00} Then they said that someone would contact me to verify claim. I then got suspicious and knew I got scammed out of my money. That's when I contacted capital one to report incident. 

I contacted capital one and put in a claim. the representative that took all information told me that indeed, i was scammed. She assured me that this issues was going to be resolved and all funds will be returned to me. 

On XX/XX/XXXX. I receive an email from capital one denying my claim for {$1600.00}. I called capital one up to dispute my claim. At the same time, I receive another email from capital one approving my claim for the {$99.00}. I then told the rep that I was on the phone. He didn't understand why the decisions but then assured me that he would reopen the claim for further evaluation. 

I don't understand how I got my {$99.00} return to my account and not the {$1600.00} when both transaction was from the same incident... 

On XX/XX/XXXX. I've contacted capital one customer service in regards to my claim. My claim has been denied for the third time. Capital one representative explained to me that I needed to contact XXXX  customer service to dispute a transaction that was made for {$1600.00}. ( I've enclosed a snapshot of the transaction ) I've contacted XXXX customer service ( XXXX ). I was told that XXXX can't help me with my dispute because the transaction was XXXX  thru my Capital One mobile app. They would have helped me if I sent the transaction thru the XXXX XXXX. But because I XXXX  thru my banking app ( Capital One mobile app ) The aren't able to assist me with my claim. 

I contacted capital one once again to let them know what I've learned from XXXX customer service, after contacted them. The rep I spoke to insist that I send them XXXX an email stating that. 

I would like this claim to be further investigated. This is very frustrating. I've done everything possible to provide Capital one all information and still my claim gets denied.. 

Please thoroughly review all information. It clearly shows that the number from XXXX  XXXX XXXX and XXXX XXXX dept are not really what they are but scammers.. 

I also filed a claim with the FTC ( Federal Trade Commission ) for fraud.

Thank you in advance Claim # from capital one 3 60 XXXX XXXX

Company response to consumer: Closed with explanation