Consumer complaint received 2026-02-16 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: DC

Complaint narrative:
I am filing a complaint regarding Capital Ones repeated denial of my fraud claim involving unauthorized withdrawal and deposit XXXX XXXX transactions linked to my debit card. 

Between XXXX XXXX XXXX, XXXX, 72 unauthorized withdrawals and deposits occurred on my account statements from the merchant, XXXX XXXX totaling {$4100.00} for the fraudulent withdrawals and {$99.00} for the fraudulent deposits. I did not authorize, initiate, or knowingly participate in these transactions.

Upon notice on XX/XX/XXXX, I reported the fraudulent activity to Capital One, requested a new debit card, and Capital One opened up two claims for all posted fraudulent transactions. On XX/XX/XXXX, I contacted Capital One to file an additional claim for the final fraudulent transaction that was still pending on XX/XX/XXXX. On XX/XX/XXXX, Capital One gave me a temporary credit for the third claim ( {$150.00} for the last fraudulent transaction I identified ) and on XX/XX/XXXX they resolved the third claim and closed the case without requesting any supporting documentation from me.

I received denial # 1 of the 2/3 claims on XX/XX/XXXX. Since then, I have submitted supporting documentation including : 1 ) List of known fraudulent transactions 2 ) XXXX XXXX statements from XXXX - XX/XX/XXXX clearly identifying my legitimate, authorized transactions. Despite this evidence, Capital One has continued to deny the remaining 2/3 claims citing : authorization and/or participation in the transaction activity, even after resolving claim # 3 without any issues. I received denial # 2 of the 2/3 claims on XX/XX/XXXX. Capital One communication denials # 1 and # 2 without providing substantive proof or explanation to support this determination. I requested documentation to support the claim denials on XX/XX/XXXX however Capital one denied the reopened claims for the third time on XX/XX/XXXX, finally including documentation to support their determination. I do not believe that this documentation was sufficient as it did not include the account statements from the Merchant that I provided and only included one posted transaction that I authorized and my bank statements from XXXX - XX/XX/XXXX that clearly showcase the fraudulent activity that I identified. 

On XX/XX/XXXX, XXXX XXXX stated they could not identify or locate unauthorized activity from their perspective and advised me to work with my bank. After further escalation, on XX/XX/XXXX, XXXX XXXX opened an official investigation into the disputed transactions, which directly contradicts Capital Ones conclusion that the transactions were authorized.

Capital One has failed to conduct a reasonable investigation as required under Regulation E. The transactions were inconsistent with my normal usage patterns, occurred over an extended period, and were not authorized by me. I am experiencing severe financial hardship and distress as a result of the banks refusal to provisionally credit or properly investigate my claim.

Company response to consumer: Closed with explanation