Consumer complaint received 2026-05-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC

Complaint narrative:
Subject : Appeal of Denied Fraud Claim New Evidence of Unauthorized Remote Access Intrusion Reference Previous Complaint Number : XXXX Statement of the Issue : I am filing this formal appeal against Capital One for twice wrongfully denying my fraud claim regarding unauthorized transactions totaling {$500.00}. I am presenting critical new evidence from XXXX XXXX, dated XX/XX/year>, which proves my claim is entirely legitimate. Capital Ones prior denialsasserting that these transactions were " authorized '' are factually incorrect and legally invalid under federal consumer protection standards. The transactions were executed entirely by an external fraudster who maliciously gained remote control of my personal computer. 1.Chronology and New Evidence : Sometime prior to XX/XX/year>, a malicious third party deceived me into downloading a remote-access application that completely compromised my computer 's security. 2.Once inside my system, this unauthorized third party bypassed my security protocols and executed the disputed {$500.00} financial transfer from my Capital One account. I did not initiate, approve, or benefit from this transaction. 3.Attached to this complaint is concrete, technical proof that Capital One has not yet reviewed : an official assessment email from XXXX XXXX dated XX/XX/year>. This documentation confirms that my entire device was actively compromised by a remote-access application during the timeline of the fraud. Federal Law & Regulatory Requirements : Capital Ones repeated denials directly violate the Electronic Fund Transfer Act ( EFTA ) / Regulation E ( and/or the Fair Credit Billing Act, if a credit card was utilized ). Definition of Unauthorized Transfer : Under CFPB Electronic Fund Transfers FAQs and Compliance Aids, a transfer initiated by a fraudster who obtains account access through deceptive means or device intrusion constitutes an unauthorized electronic fund transfer. Prohibition on Negligence Standard : The CFPB Official Interpretation of Regulation E ( 1005.6 ) explicitly dictates that consumer negligence can not be used by a financial institution to expand consumer liability. Even if Capital One argues that downloading the application constituted consumer negligence, federal guidelines strictly prohibit them from using that as a basis to deny an unauthorized fraud claim. Demand for Resolution : I demand that Capital One immediately escalate this case to its Executive Response Team. Capital One must thoroughly review the attached XXXX security evidence, apply the mandatory CFPB regulatory guidance regarding remote-access fraud, reverse the unauthorized transaction. Additionally, I demand Capital One provide me with all the investigative information on what steps they initiated to determine I was responsible and benefitted from this transaction.

Company response to consumer: Closed with monetary relief