Consumer complaint received 2025-09-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA

Complaint narrative:
b'On XXXX XXXX I was texted by Capital One about possible fraudulent charges to my checking account. I called their fraud department the next day on XXXX XXXX to confirm that the charges was indeed counterfeit. I also reported during this call that I had logged into my account to check if there were any additional fraudulent charges and I had identified some before being inexplicably kicked out of said account and unable to log back in with my same username and password. The representative to whom I spoke Promptly canceled my existing debit card and issued me a new one to arrive in one to three business days. however he was unable to assist me in getting back into my account instead telling me that I should call back the next day Monday XXXX XXXX during normal business hours at which point someone would be able to help me. I did as a requested calling back on XXXX XXXX after resetting my password by answering a few validation questions through a credit bureau (such as what year did my mortgage start. etc.) At which point I spoke to another representative and identified additional fraudulent charges that had happened on XXXX XXXX at merchants such as XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and XXXX XXXX XXXX XXXX that in total amounted to $XXXX. I had categorically not been at any of these merchants most of whom must have had some kind of security footage as I\'d spent the holiday weekend with my family and in my camera and key popped condominium building. Also As stated by debit card had been canceled on the XXXX  and the new one had yet to arrive So I don\'t understand how these charges were being made if the debit card was canceled. I noticed also that throughout the rest of XXXX XXXX even more fraudulent charges were being made to the checking account at merchants such as XXXX XXXX XXXX XXXX XXXX XXXX (this particular vendor was hit up 14 consecutive times in the same day, and through a basic XXXX  search I learned was out of state in New Jersey away from where I was) as well as a vendor called XXXX XXXX XXXX XXXX XXXX  totaling $XXXX. Again, I categorically was not at any of these merchants and definitely not out of state all of whom should have some sort of security footage. Similarly, my card had been canceled as stated on XXXX XXXX and the new one had yet to arrive, so how these charges were going through on the old card I have no idea. I reported these additional fraudulent charges on XXXX XXXX and XXXX XXXX all of them being totaled under claim number XXXX XXXX. I was told by representatives on this state that my account would be credited for this missing money on XXXX XXXX. However this never came to pass. instead the claim was denied something I didn\'t find out until XXXX XXXX when I tried to pay my cell phone bill to have my service restored something that is important because it was integral to my work as I work from home. being unable to restore the service because the funds were not there caused some problems with my employer, so I suffered other damages. Instead, I just received an email from Capital One that read thusly "We have concluded our investigation. Account records and transaction information available to us do not support a claim of unauthorized activity. Documentation used to decline your claim was based on or includes the following: ---- Account activity, transactional history, phone calls and logins Same Card with secure CHIP was successfully used to complete transactions Valid transaction(s) occurring during/after time of fraud on lost/stolen card claim Previous history with the disputed merchants We understand this is not the resolution you had hoped for; however, we stand by our decision. We have thoroughly addressed your inquiries and consider the charges valid and due as billed." I find this answer unacceptable when I called him a final time to dispute this denial I asked if any investigative steps had been taken as if any of the merchants had been contacted if surveillance footage was tried to be acquired if they did anything at all but profile me through past purchase histories and did any footwork whatsoever they refused to answer these questions I find their logic species as to why this was denied and I would like them to elucidate as to what exactly they are implying I also think that they should speak to the fact that the timing between when the old card was canceled and the new card was issued which I received on the XXXX XXXX XXXX doesn\'t add up and how they could did nothing to verify my whereabouts which could be approved myriad different ways I don\'t think that that letter spoke to anything I was also promised to credit and I wonder why that wasn\'t put through I find their logic capricious and arbitrary I feel that I\'m being profiled and I would like them to elucidate as to what they are implying and report as to if any other steps were taken I don\'t understand why the merchants weren\'t contacted this final call when I voice these concerns was recorded by myself I told him that I was doing it because I thought that this service your customer service was lacking and I have a copy of that call they were essentially moot.'

Company response to consumer: Closed with explanation