Consumer complaint received 2026-04-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA

Complaint narrative:
Re : Complaint Against Capital One Bank Account Number : [ Insert your Capital One Account Number last XXXX digits are fine ] Claim Number : XXXX Denied Disputed Transaction Date : XX/XX/year> Dear CFPB Complaint Intake Specialist : I am writing to file a formal complaint against Capital One Bank regarding the wrongful denial of my dispute claim # XXXX. I respectfully request that the CFPB investigate this matter and require Capital One to provide a complete explanation and supporting evidence, including video footage. Facts of the Incident : On XX/XX/year>, at approximately XXXXXXXX XXXX I made an ATM withdrawal from my Capital One account. Immediately afterward, I went to a XXXX XXXX store and attempted to use the XXXX XXXX machine located inside. While inserting cash into the machine, it suddenly went out of service. A customer service representative at the store then personally issued my cash back to me. I clearly remember swiping my Capital One debit card multiple times on the same day and within the same hour while trying to complete my transactions at the XXXX XXXX store. Later the same morning, at approximately XXXXXXXX XXXX, I reviewed my Capital One account activity and noticed XXXX different transactions that posted at essentially the same time. These duplicate or erroneous transactions have resulted in an unauthorized deduction of {$250.00} from my account. I promptly filed dispute claim # XXXX with Capital One. The bank has denied my claim without providing any supporting evidence or a meaningful explanation of why XXXX transactions appear for what should have been a single attempt that failed due to the machine malfunction. Requested Resolution : I demand that Capital One immediately re-open and properly investigate claim # XXXX. If the claim is to remain denied, Capital One must provide : Video footage from the ATM ( if applicable ) and especially from the XXXX XXXXXXXX XXXX XXXXXXXX machine area showing my card swipes and the machine going out of service. A full, detailed written explanation of the XXXX transactions that posted at essentially the same time on XX/XX/year>, including exact timestamps, merchant details, transaction reference numbers, and how they relate to my multiple card swipes and the machine malfunction. I request a credit of the full disputed amount ( {$250.00} ) plus any associated fees back to my account pending the outcome of this investigation. I further request written confirmation that Capital One has corrected its records to prevent any future erroneous postings related to this incident. This situation appears to be an error or possible theft from my account. I have acted in good faith throughout the dispute process, yet Capital One has failed to provide basic transparency or evidence to support its denial. If this matter is not resolved promptly and satisfactorily, I am prepared to escalate this complaint to additional regulatory bodies, Capital One executive management, and any other appropriate authorities. I authorize the CFPB to share this complaint and all supporting documentation with Capital One Bank and to require a timely written response from the bank directly to me and to the CFPB. Thank you for your assistance in resolving this matter. I can be reached at the phone number and email address listed above. Sincerely,

Company response to consumer: Closed with explanation