Consumer complaint received 2025-10-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA

Complaint narrative:
I filed a claim over the phone with Capital One on XX/XX/year> for {$3200.00}. This was the second claim I filed with Capital One, the first being filed on XX/XX/year> in the amount of {$1.00}. 
Both claims were the result of the same incident where I was the victim of a scam and identity theft. Someone called me from No Caller ID claiming to be a police officer and stated that there was a warrant out for my arrest. As a result of this supposed warrant, I was coerced to send money via XXXX XXXX to be applied towards my bond. My Capital One debit card is linked to my XXXX XXXX so the {$3200.00} came out of my checking account.

I called Capital One once the transactions posted on XX/XX/year> to file a claim. I answered various questions, explained the entire situation as well as offered to provide the case number for the police report that I had filed. I was told that it was not needed due to them being able to see a fraud alert was on my account and that I would receive an email where I would be able to submit supporting documents should they be needed. 
On XX/XX/year>, I received an email from Capital One stating that my claim had been denied " due to authorization and/or participation in the transaction activity. '' I called Capital One to obtain more information regarding this decision as well as any next steps I could take. I was asked by the representative what supporting documents I had submitted, to which I replied that I had not submitted any as I had not received an email requesting to do so as I had been informed would occur when I initially filed the claim. The representative then provided me the email address to send my supporting documents to so that my claim could be reviewed again. 
I sent supporting documents to the email address I was provided that same day, XX/XX/year>. I called Capital One on XX/XX/year> to confirm that my supporting documents had been received. The representative confirmed that they had in fact been received. I then sent a follow up email to that same email address with the copy of the police report on XX/XX/year> as I had provided the case number but did not have the copy of the report just yet when I initially sent the email on XX/XX/year>. 
I called Capital One on XX/XX/year> asking about the status of my claim as I had not received any updates. I was informed that it was still being reviewed and that I would receive an email with any updates or decisions. When I asked for an estimated timeline, I was told that there was not a timeline, I simply had to wait for an email. 
I received an email on XX/XX/year> from Capital One stating that my claim decision was confirmed and that the decision made about my claim was accurate, based on the information available during the investigation. 
I then called Capital One that same day on XX/XX/year> asking if there was any other steps I could do given that I did not agree with the decision. I was told I could submit more supporting documentation. I informed the representative that I did not have any additional documentation to submit. I was then informed that there were no other steps I could take and to contact the merchant directly. I stated that I had already contacted XXXX XXXX but they were unable to assist due to the funds coming from my financial institution. I explained to the representative that I was confused because my first claim filed on XX/XX/year> in the amount of {$1.00} was resolved in my favor on XX/XX/year> to which I provided the same story and explained the situation when filing that claim. However, the second claim in the amount of {$3200.00} was denied so I was not understanding how two claims from the same situation resulted in two different decisions. The representative stated that it was probably due to the amounts for which the claims were for. This is what astonished me as this meant that my claim approval or denial from Capital One was based on the amount the claim was for rather than the circumstances or supporting documents provided. I asked the representative to send me the supporting documents used to make the decision about my claim for the amount of {$3200.00}.

I received the email from Capital One on XX/XX/year> containing a PDF with said supporting documents. The PDF only contained the customer questionnaire with the responses to the questions I was asked on the phone when I initially filed the claim and my checking account summary for the month of XXXX. 
All of the supporting documentation I emailed was not included and does not appear to have been considered when making the decision about my claim. This further reinforces the representative 's statement that the different decisions on the claims was due to the amounts that the claims were for.

Company response to consumer: Closed with explanation