Consumer complaint received 2026-04-14 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: OK

Complaint narrative:
Complaint Against Capital One Failure to Investigate Unauthorized Transactions I am filing this complaint regarding Capital Ones handling of unauthorized debit card transactions totaling {$6600.00} ( Claim # XXXX ). Between XX/XX/XXXX and XX/XX/XXXX, XXXX unauthorized transactions from XXXX XXXX posted to my checking account. These transactions overdrafted my account by over {$500.00} and I promptly filed a dispute on XX/XX/XXXX. Capital One denied my claim but never sent me any notice of the denial and I was only informed once calling to investigate on my own. They stated that I allegedly approved the transactions but did not provide any reasoning or evidence. I dispute this determination and requested documentation supporting that conclusion. On XX/XX/XXXX, I submitted a formal request for reinvestigation along with extensive documentation including : Evidence showing the merchant is dissolved Pricing discrepancies proving charges were impossible Invalid merchant contact information Hospital documentation confirming my physical location Transaction timeline and fraud pattern Again, I never received any communication from Capital One. Therefore, on XX/XX/XXXX, I followed up asking for a receipt that the dispute had been reasserted. You can see the XX/XX/XXXX and XX/XX/XXXX communication attached as an attachment titled Capital One XX/XX/XXXX & XX/XX/XXXX. Again, I never received any confirmation or communication from Capital One. So on XX/XX/XXXX, I sent a Final Notice Prior to Regulatory Escalation. On XX/XX/XXXX, Capital One responded stating that my claim was being worked on but additional information was needed and requested that I call them. I requested in writing on XX/XX/XXXX that they specify what information was required and informed them I had sent extensive documentation via the email thread. Once again, Capital One never responded. I followed up again on XX/XX/XXXX stating I had not heard back and asked why I had not heard back. Unsurprisingly, I received no response. All correspondence has been ignored by Capital One. I temporarily held off with escalation due to the email stating my claim was being worked on and the request for additional information. However, since I have been repeatedly ignored since then, I sent another email on XX/XX/XXXX that informed them of all the ignored communication and served as a final warning prior to regulatory investigation. In this letter, I asked for specific documentation from capital one ; none of which was ever provided. You can view the XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX email thread as an attachment titled XX/XX/XXXX Notice, XX/XX/XXXX Additional Info Request, XXXX, XXXX, XXXX Follow Up Capital One Additionally, multiple emails I sent to Capital One resulted in bounce-back messages, raising concern that my documentation was never received. Despite repeated attempts to resolve this directly, Capital One has failed to : Identify what additional information is required Confirm the dispute has been reasserted Provide documentation supporting their denial Conduct a reasonable reinvestigation Communicate in writing despite repeated requests Meanwhile, my account remains restricted and the negative balance caused by fraud remains unresolved. I am requesting that Capital One : 1. Reopen and reinvestigate the dispute 2. Remove unauthorized transactions from my account 3. Provide provisional credit during investigation 4. Remove account restrictions and reinstate my account fully 5. Provide documentation supporting their determination I have attached all supporting documentation and email correspondence demonstrating my repeated attempts to resolve this matter directly. In addition to the documents mentioned above, I have provided all of the documentation provided directly to Capital One. Also, attached as a picture is a screenshot from the Capital One Mobile Application that shows that my account is permanently restricted by Capital One. This is unfair and is a result of them not properly investigating or handling a dispute that severely over drafted my account. I also have attached both XXXX and XXXX Statements which show the unauthorized activity and the overdrafting of my account. A XXXX statement was not provided by Capital One

Company response to consumer: Closed with explanation