Consumer complaint received 2025-08-23 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
On XX/XX/year> my capital one account was hacked into. Was right after XXXX capital one called me 3 times in a row I answered the phone and they told me suspicious activity was seen on my account. They told me someone tried to make a purchase at a XXXX using my card which wasn't me as I was in bed then they told me that they tried to make a withdrawal at an atm using my card numbers. I keep my money in my savings and will transfer money from my savings to my checking if I ever need it. So they weren't able to spend or withdrawal anything out of my checking as there was nothing in there. As I'm on the phone with capital one I see XXXX being transferred out of my savings into my checking and withdrawn out of the checking leaving me XXXX bucks to live off of I asked the capital one rep was thst him he said no. He told me this looks like an account take over and advised to shut the account down told me the money is insured and he would open all new accounts for me and I would get refunded what was taken from me. I asked how did this happen he first told me looks like someone got my phone number and called capital one and verified my account using my phone number and they already had my debit card number and pin. They also told me someone made a copy of my debit card number and pin using a device. I was told investigation would take place first about a week or so. I had to wait for all new accounts to be made which took XXXX weeks they told me I had to go to the local branch to withdrawal my money if I needed as being all accounts were frozen. I finally start seeing new accounts being made no refund yet. Then I see new accounts that were made being closed. I'm confused so I call the bank they told me that investigation was still ongoing and that I've been banned for life from banking with any capital one bank and all accounts will be closed and ill receive a check for any remaining funds. So I told them obviously you concluded you're investigation if your closing my accounts and banning me. XXXX later I call back seeing if we can reopen the investigation there must of been a mistake. They won't refund my money basically trying to say I stole my own money for whatever reason because they realized they messed up because they let the hacker into my account so instead of them being liable and refunding me the XXXX that's insured it was easier for them to say I'm banned and drop me as a XXXX customer. So not only did I lose XXXX that was my mortgage money so now I had to call my mortgage explain what happened. It took me 3 months to catch up that XXXX turned into XXXX with the fees of everything being late was literally the domino effect. I've been fighting still to this day to get answers and my money back almost year later still nothing so this is my last resort before I cough it up to a lost. I feel i was taken advantage of and mistreated as a customer and what they did to me wasn't right.

Company response to consumer: Closed with explanation