Consumer complaint received 2025-06-16 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: LA

Complaint narrative:
To Whom It May Concern, I am writing to formally request reconsideration of the denial of my fraud claim regarding {$5000.00} that was coerced from me on XX/XX/year> under severe duress through a sophisticated phone scam. 

I received a call from a number that appeared on my caller ID as the XXXX XXXX XXXX XXXX XXXX. The men on the line identified themselves as law enforcement officers and claimed that I was under investigation and would be arrested immediately unless I complied with their instructions. They had highly detailed personal information about me and my children, which made their threats even more credible and terrifying. 

Despite my initial doubts, the level of detail they knew about my life, combined with the call appearing to come from a legitimate law enforcement agency, caused me significant distress. I am also a past victim of armed robbery, and this call triggered intense emotional fear and panic. These feelings were exacerbated by the fact that I am pregnant and that the callers had detailed information about my children. I feared for my safety and the safety of my children. Under this emotional duress, I followed their instructions and went to XXXX to send multiple transactions totaling {$5000.00} using my Capital One card. 

After the panic subsided and I was able to safely process what had happened, I contacted the actual sheriffs office and confirmed this was a scam. I also immediately contacted Capital One to report the incident. Unfortunately, my initial fraud claim was denied. 

I respectfully ask that you reconsider my claim based on the following : This was not a voluntary transaction. It was made under extreme emotional duress caused by a credible and targeted impersonation scam, which exploited personal trauma and used sophisticated spoofing techniques to impersonate law enforcement. 

The perpetrators used caller ID spoofing to make it appear that the call was coming from a legitimate government agency, which is a known tactic used by scammers and has been acknowledged by the Federal Trade Commission ( FTC ) as increasingly common and dangerous. 

I am a trauma survivor of a prior armed robbery. This event triggered a heightened state of fear, panic, and compliance that led to my coerced actions. I would not have sent this money had I not truly believed that I or my family was in immediate danger. 

This was reported as a scam immediately after I was safe and able to fully understand what had happened. I have since submitted a report to [ insert police department or relevant agency if applicable ], and I am willing to provide any necessary documentation to support this claim.

I understand that chargebacks typically cover unauthorized or fraudulent transactions, and I respectfully assert that this situation qualifies. The transactions may have been entered physically, but they were not made of my own free willthey were the result of a criminal threat and psychological coercion.

The scam I experienced is consistent with a type of fraud identified by the Federal Trade Commission ( FTC ) as an imposter scam, specifically involving law enforcement impersonation and caller ID spoofing.

Key characteristics of this fraud included : Spoofed caller ID : The incoming call falsely displayed as the XXXX XXXX XXXX XXXX XXXX, increasing the perceived credibility. 

Use of threats and fear : I was told I would be arrested immediately if I did not comply. They referred to specific personal details about my family, heightening the urgency and emotional distress. 

Coercion to make payments : I was instructed to physically go to XXXX and make transactions under surveillance, mimicking cooperating with authorities.

Exploitation of past trauma : As a past victim of violent crime, I was especially vulnerable to this type of psychological manipulation.

According to the FTC, these scams are sophisticated, highly manipulative, and leave victims feeling overwhelmed and confusedoften only realizing what has happened after the immediate fear subsides.

I would be grateful if Capital One could further investigate this matter with a lens of compassion and understanding for victims of targeted fraud and trauma. I have been a responsible customer and am asking only for protection under circumstances no person should be subjected to. 

I have also attached a letter from my therapist, XXXX XXXX XXXX. Please let me know if additional documentation is needed to support this request. I appreciate your time and attention to this matter and hope for a fair resolution. 

Sincerely, XXXX XXXX XXXX Account XXXX

Company response to consumer: Closed with explanation