Consumer complaint received 2025-01-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
Subject : XXXX XXXX Capital One Mishandling Fraud Investigation, Ignoring New Evidence, and Retaliatory Actions Dear [ CFPBXXXX ] XXXX I am filing this complaint against Capital One for their mishandling of my fraud investigation, failure to act on critical evidence, and retaliatory actions, such as closing my credit card accounts. Despite overwhelming evidence of fraudincluding identity theft reports, Robinhoods repeated acknowledgment of unusual activity, and XXXX  confirmation of fraud involving a XXXX XXXXCapital One has failed to resolve my claim in a fair or timely manner. 

Background 1. Unauthorized ACH Transactions On XX/XX/XXXX and XXXX, XXXX, fraudulent XXXX withdrawals totaling {$100000.00} were made from my Capital One account without my authorization. 
These transactions were initiated through a fraudulent XXXX account created using my stolen identity. 

XXXX. Fraudulent Robinhood Account In XX/XX/XXXX, I opened what I believed to be a legitimate XXXX account after accessing it through a link on XXXX and deposited {$150000.00} into the account, unaware that it was fraudulent. 
On XXXX XXXX XXXX I initiated legitimate withdrawals of {$150000.00} from the account, which were successfully deposited into my Capital One account. 
Within days of my legitimate withdrawal, fraudulent XXXX withdrawals were initiated, starting on XX/XX/XXXX, as follows : {$120.00} {$200.00} {$14000.00} On XX/XX/XXXX, a further fraudulent ACH withdrawal of {$90000.00} was initiated, draining more money than I had originally deposited. 
These fraudulent withdrawals occurred within days of my legitimate transactions, suggesting that the fraudster acted quickly after realizing I had withdrawn the funds. 
I later discovered that the XXXX account was entirely fraudulent and had been controlled by the fraudster since its creation. 

XXXX. XXXX XXXX XXXX XXXX XX/XX/XXXX : XXXX restricted the fraudulent account due to unusual activity. 
XX/XX/XXXX : XXXX reiterated the restriction and acknowledged further irregular activity. 

XXXX. XXXX  Confirmation of XXXX XX/XX/XXXX : XXXX confirmed the involvement of a fraudster linked to the XXXX account and requested my cooperation in providing additional information. 

Timeline of Mishandling by Capital One XXXX. XX/XX/XXXX : Initial fraud claim filed with Capital One, supported by detailed evidence. 
XXXX. XX/XX/XXXX : Initial claim denied, but a rebuttal opened due to additional evidence including identity theft and XXXX reports ( Also complaints with the XXXX, CFPB ) XXXX. XX/XX/XXXX : Capital One stated the rebuttal process could take 10-15 business days starting on XX/XX/XXXX. 
XXXX. XX/XX/XXXX : A second rebuttal was opened, citing the need for further investigation, with Capital One confirming another XXXX business day timeline. 
XXXX. XX/XX/XXXX : This marks the end of the XXXX business day period for the second rebuttal. However, Capital One has yet to provide a resolution, citing delays caused by their reliance on XXXX XXXX  for additional information. 

Failures by Capital One 1. Failure to Adhere to XXXX XXXX Capital One has exceeded the XXXX XXXX timeframe for fraud investigations without issuing a decision or provisional credit. 

2. Improper Reliance on XXXX XXXX  Capital One claims they can not resolve the claim without input from XXXX XXXX. However, XXXX can not address the fraudulent nature of the XXXX account, which has already been confirmed by XXXX and XXXX. 

XXXX. Ignoring Overwhelming Evidence XXXX  repeated acknowledgment of unusual activity, XXXX  confirmation of fraud, and my identity theft reports have been ignored in favor of unnecessary delays. 

XXXX. Retaliatory Account Closures On XX/XX/XXXX, Capital One abruptly closed my credit card accounts during the ongoing investigation. This appears retaliatory and exacerbates the financial harm caused by the fraud.

Relief Requested 1. Immediate Approval of the Fraud Claim Capital One must approve my claim for the unauthorized XXXX withdrawals, given the overwhelming evidence of fraud. 

2. Reversal of Retaliatory Actions Capital One must reinstate my closed credit card accounts or provide a valid explanation for their closure. 

3. Investigation into Non-Compliance The CFPB/XXXX  should investigate Capital Ones repeated delays and failure to adhere to EFTA regulations XXXX particularly their reliance on third-party responses instead of acting on available evidence.

4. Oversight of Capital Ones Fraud Handling Processes Ensure that Capital One implements stronger protocols for handling fraud claims to prevent similar delays and failures in the future. 

Supporting Documentation XXXX. XXXX XXXX XXXX acknowledging unusual activity and restricting the fraudulent account on XX/XX/XXXX, and XX/XX/XXXX. 

XXXX. XXXX XXXX XXXX confirming the involvement of a fraudster linked to the XXXX account and requesting my cooperation. 

XXXX. Identity Theft XXXX XXXX filed with the FTC and XXXX. 

4. Timeline of Events Detailed timeline showing Capital Ones repeated delays and failures to resolve the case.

5. Proof of Retaliatory Actions Documentation of Capital Ones closure of my credit card accounts during the ongoing investigation.

Final Statement Capital Ones delays, reliance on external entities, and failure to act on overwhelming evidence of fraud have caused significant financial and emotional distress. Their retaliatory closure of my credit card accounts further demonstrates their mishandling of this case. 

I urge the CFPB/XXXX to hold Capital One accountable for their actions and ensure that my claim is resolved promptly and in compliance with federal regulations. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation