Consumer complaint received 2026-04-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
I am filing a complaint regarding Capital Ones handling of my debit card fraud claim. Fraudulent charges began appearing on my Capital One debit card on XX/XX/year>. I notified Capital One on XX/XX/year>, after discovering the unauthorized activity. At that time, I was told I needed to wait until the charges posted and to call back on XX/XX/year>. On XX/XX/year>, after the charges had posted, I called Capital One back and spent approximately XXXX minutes on the phone with a representative going through the disputed charges. At the end of that call, I was told I would receive a temporary credit by XX/XX/year>, and that I would receive a claim number by email by the end of the day. I never received the claim number. Because I did not receive the claim number, I called Capital One again on XX/XX/year>. I explained to the representative that I believed the prior representative may not have fully completed my claim. The representative then ran through disclosures with me, asked about the disputed charges, and listed them back to me. I told him he was missing some of the charges and read off the ones he had not listed. He said I should receive a temporary credit by XX/XX/year>. He then provided me with a claim number, and I ended the call. Shortly after that call, I received XXXX almost simultaneous emails with XXXX different claim numbers for what should have been the same fraud incident. Later that same day, XX/XX/year>, my account was credited, but for the wrong amount. I also immediately noticed that I had been credited for a charge that I specifically made a point not to dispute because it was legitimate and made by me. I also noticed that many of the temporary credits were duplicates. Based on the records and screenshots I am attaching, Capital One appears to have opened multiple claims for the same fraud incident and issued inaccurate temporary credits. In the attached screenshots, the green-highlighted items are the fraudulent charges, the red-highlighted item is the legitimate charge that should not have been disputed, and the orange-highlighted items are duplicate credits. Based on my review of the temporary credits, the actual fraud-related credits total {$820.00}. Capital One also issued {$650.00} in duplicate credits and included XXXX legitimate {$10.00} charge that should not have been disputed. I am concerned that Capital One can not not accurately investigate the actual unauthorized transactions because the claim record appears duplicated and inaccurate. I do not want a new claim opened. I want Capital One to review the existing claims, remove duplicate entries, remove the legitimate transaction that was incorrectly included, correct the disputed transaction list so that only the unauthorized transactions remain under investigation, confirm the correct total amount in dispute in writing, and preserve my original notice date of XX/XX/year>. I am requesting a clean correction of the claim record and written confirmation of the corrected claim details.

Company response to consumer: Closed with explanation