Consumer complaint received 2025-02-05 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: IL

Complaint narrative:
XX/XX/XXXX : An underaged family member used my phone to make an unauthorized transaction using a debit card that was save in my XXXX XXXX in the amount of {$9900.00}. Once I found out via email ( a few hours later that same day ), I contacted my bank ( Capital One ) to let them know of the unauthorized charge. I also contacted the vendor ( XXXX ) to let them know of the unauthorized charge. I have screen shots of the conversation that was had with their customer service agent and an email confirming that someone would be in touch. XXXX advised me to contact my bank. Over the phone, Capital One said that I could not file a claim yet as the transaction was not posted. 

XX/XX/XXXX : I received an email from Capital One stating that they are working on my claim. 

XX/XX/XXXX : Capital One gave me a temporary credit XX/XX/XXXX : Capital One denied my claim stating that the transaction was valid and that the temporary credit would be removed on XX/XX/XXXX. That same day, I called Capital One who said that I had the right to appeal the decision and that appropriate steps on how to do so would be sent to me. Their website also states that the message with the decision would contain steps on how to appeal. It did not. 

XX/XX/XXXX : I emailed XXXX and tried to plead my case to the best of my ability including the messages between myself and XXXX stating that the transaction was unauthorized. I also requested additional information on what steps to take to appeal. I attempted to contact XXXX but, every time I tried, the wait times were over an hour even though the automated system quoted XXXX to XXXX minutes. I could not get a hold of a XXXX representative to speak to. 

XX/XX/XXXX : Capital one sent an email stating that the claim decision was confirmed. I immediately called Capital One and requested additional documentation on the appeal process as well as the documentation that was used to make my decision ( sent XX/XX/XXXX ). The customer service agent cited IP address and billing information as the reason for the denial. I wrote to Capital One pleading with them to re-evaluate my claim as their reasoning did not signify authorization on my behalf. Leaving my phone unattended in my home does not mean that I authorized the transaction. I also included additional support documents and requesting a written response regarding the re-evaluation. 

XX/XX/XXXX : Followed up with Capital One requesting confirmed receipt of my plea for re-evaluation. Capital One wrote back stating that the supporting documentation was received and that I would be contacted if additional info is needed for the investigation. 

XX/XX/XXXX : I call Capital One to request a status update and I was told that the claim was closed in XXXX and that there is no current investigation. I asked if my claim was covered under the Electronic Fund Transfer Act and they said that EFT did not apply to debit card purchases. I am told that I have no other options aside from re-escalating my request which, they said, will most certainly be denied.

Company response to consumer: Closed with explanation