Consumer complaint received 2025-09-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
This is a copy of the rebuttal that I sent after they made a decision to deny my claim. 

New information is included on this document specifically the timeline-and was not down to the original letter. I sent you a Capitol One.

Subject : Complaint Regarding Denial of Credit Back to My Account Dear Claims Department I hope this letter finds you well. I am writing to formally address the recent refusal to credit my account concerning an incident where I interacted with an individual who identified herself as an agent of Capital One. 

During this interaction, the agent had specific information related to my account and made statements that led me to believe she was legitimately representing the bank. Based on her assurances and the information she provided, I am seriously concern that how she obtained the account information prior to me taking part was convincing and now terrifying that Capitol One has yet to offer me sny assurance that this can not happen again. 
Prior to my participation she contacted me with the following information : XXXX XXXX XX/XX/year> @ XXXX pm I received a call from a woman with a strong professional tone asking if I had received my debit card in the mail. I had received a new debit card to file. My card previous had been cancelled do to many charges Originating In XXXX they issued a new debit card. It had just arrived that day. 
Approximately at XXXX pm a woman contacted me She stated she was an agent from Capitol One and that my card had attempted to be used in Florida for the amount of {$870.00}. The card I replaced had charges that had been charged in Florida. The recent charge did not go through because I did not respond to the notification to approve or reject transaction was mine. She asked me why I did not respond and I said I did not receive any notification After 22 minutes.of speaking with her she instructed me to not open the banks app which I had already done and looked down and noticed that there was a balance of {$720.00} in my account. I was perplexed or confused because I had no money the previous night, only about {$13.00} in there not that much but I have been waiting for a large deposit to hit my account. She also informed me that the money that was in my savings account did transfer to my checking account and she asked me if I had done that transaction and I told her no. she told me to turn off the app and not open it because they were mirroring my account. She also inform me that she was gon na call back so that she can remotely walk me through the steps and said we can stop the transaction issue and make sure that I was I gon na be eligible for the for the credit to my account. She had originally called me from a number that popped up saying card services. She hung up and call me back on another line that read car Services and I did not notice that it was coming from a XXXX email account. The second she instructed me to activate my new card and delete any app that the card had been used. She inquired about XXXX XXXX and informed me someone was trying to use that account to reach the funds. She told me that the transfer from my savings to the checking had already occurred, and I verify that when I opened up the app and look at it that had already happened two times. She told me what was going to happen and that there was going to be a notification stating that she was attempting to make a purchase using XXXX XXXX And she also told me that she was gon na get I was gon na give me verification codes. I was very cautious at the time because I was prepared not to provide her the code, but she Read me the code ahead of time and told me what the digits were and asked me to agree if that was Correct. That call lasted probably 14 minutes, and she commit me to share my screen with her so that she can see the wallet in which the card was being activated. She had me cancel out the debit card auto in XXXX XXXX wallet and had me activate my new card. she said she was going to destroy that card and remove the card from the app and she was gon na give me a virtual number. I became very hesitant at this point and she said she was going to hang up and call me back to verify that she was calling out from Capitol One. She called back.i hung up the phone at XXXX. She called back and told me that I had less than XXXX mins to cooperate or I was going to lose the benefit of a provisional credit back to my account. I canceled my debit card out and she gave me a virtual PIN number credit card number I was hesitant again and I told her that I didnt want to go through with it because the numbers were different. SHe told me not to copy the numbers down on paper, but you could punch them and read them to me. I did the opposite and put the numbers on piece of paper she became a little irritated and said you know you have to follow my directions at this time. I put in the card number thinking that I was transferring the money back into my account shes then instructed me to delete the app off my phone to download it again, and then I was gon na be able to see that the funds were placed back into the account gave me a badge number which I did not write down and told me that if I had any other questions that I can contact Capitol One. she was very well spoken and probably in her mid XXXX to XXXX XXXX XXXX. very patient and professional. I immediately contacted Capitol One to ask them why I could not see any money in the account they informed me that no agent contacted me that from their record that she can see that I had contacted somebody the day before regarding another manner. The frustration with Capitol One when I reported what had just occurred. There was a lack of urgency or assistance who could offer support. That ho-hum attitude that I must wait 10 days to file claim was aggravating because they were not going to investigate a crime in progress. I gave them the email address in which she used to call me and I gave her the credit card number which was used has so that they can do a proper follow up or investigation, but they told me that nothing would happen until the transaction posted. At least for 48 hour until the the money was posted. With that information, I contacted XXXX Pay and ask them if there was any way they could reverse the transaction because it was still pending Apple Pay for me the transaction I posted andthat there was nothing that they could do about It. They told me that they were making a record of my phone call, but they felt that there was no reason for them to get involved because the agent did not identify herself as a Capitol One not a XXXX XXXX agent, but as a Capitol One agent. I called that Capital One at times to give them new information and each time I called they told me that there was nothing they can do and that they were going to put the information in their notes. I don't know that that was ever done I had waited completed the days when I was notified they were not going to permit the credit. several agents over the course of the days that the money was was going to be returned to me and then on the XXXX day when they told me that it had that it was going to come I did not receive it and when I called in they said the decision was made that they were going to deny my claim I filed a a rebuttal asking them to see what information they had used during the investigation I also informed them that I was very concerned that they did not look into the fact that the woman had access to my personal information and that there was nothing that showed to me that they had done anything to try to determine how she got that information because she's definitely had that information when she called me to tell me to ask me about my debit card that had been delivered she had that knowledge and it was not something that I gave her so she had access to my personal data via the bank period.

1. She confirmed that my new debit card had been delivered and had not been activated. And. Never. Good the 2. She provided a balance transfer amount from savings to checking which was not done by me.

3. She provided me a recent deposit amount that I was unaware of had posted to my account.

4. She provided me with other banking information regarding transfers to outside banks.

5. She also stated that my recent banking issues that I had recently reported resulting in a new debit card being issued was going to continue. 
I believed my claim was being processed favorably. However, I have now been informed that my initial claim has been denied, which has caused considerable confusion and distress. The fact that this has occurred has led me to consider to file a complaint with XXXX XXXX XXXX XXXX. Not only the denial of the credit but more importantly the breach of security that placed me in unfortunate situation While I understand that my claim was not approved, I firmly believe that the circumstances surrounding this incident warrant further investigation. The information provided to me was misleading, and I feel that my rights as a consumer have not been adequately protected in this situation. 

As a result, I am prepared to escalate this matter by filing a complaint with the Consumer Financial Protection Bureau ( CFPB ) if necessary. I would appreciate any assistance you can provide in reviewing this situation further, as I am keen to resolve this matter amicably. 

Best Regards XXXX XXXX

Company response to consumer: Closed with non-monetary relief