Consumer complaint received 2025-01-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD

Complaint narrative:
Bank - capital one bank and XXXX XXXX  Back on XX/XX/year> when the transaction first occurred I contacted XXXX XXXX number and asked what was this fee for. they first told me they didnt have any record of that fee and that I would have to communicate with some one at my local location which was XXXX MD XXXX because they dont have access to my card they said they only had power to extend or tell me that my account was closed. so I then went to the location the next day and communicated with them they told me that I have to call the XXXX number and that they arent going to be easy to deal with and that I have to try and get in touch with a supervisor and they said say it multiple times and demand it with force and tell them exactly what I want which I was confused so I had them call the XXXX number they then agreed that I would have my money back with in 10 days of estimated {$2400.00} which left a estimation of {$900.00} I was told because it was a hold and they blamed the bank saying the XXXX $ has to be released from the bank I then communicated with my bank about the XXXX $ as told by XXXX and then once I opened a claim with my bank my bank told me I needed documentation and asked for the receipts to show my bank proof the XXXX number then said they dont have or keep records of those files I would have to go to the branch so I went to the XXXX local branch again and they said they dont have any receipts they are old and something about there system is down so they couldnt help me and to contact XXXX and ask for a supervisor they are giving me the run around. So I went back since the system was down to see if it was up again and then the XXXX man with the dread lock hair style told me with in 30 days it should be back in your account the whole XXXX he said he apologize for the inconvenience. This was in the last week of XXXX when we had this conversation of 30 day return of money and now we are in XXXX and when I speak to them they dont want to send me paperwork and say they have no record of this transaction. 
They never wanted to provide receipts and said they cant pull up those records but I tried to work with them. they have fired the whole staff and I think they were scamming people for money and covering it all up. Its multiple people in there now mad about similar issues of non authorized transactions with no explanation. I tried to avoid using my bank and trusted that they would send me my money and when I spoke to them on XX/XX/XXXX I was told that they can not find my records and they are not responsible and that corporate has to fix it but corporate is saying its there fault they went back and forth with corporate and and it resulted into nothing sounding like kids unprofessional and I am suffering and being lied too for 5 months I tried my best to just work with the merchant so now I feel like I just have to let my bank handle it its so unfair how they treat there customers and do business.

Company response to consumer: Closed with explanation