Consumer complaint received 2024-05-21 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: TX

Complaint narrative:
I write this with significant frustration and plea for assistance. I have been a victim of fraud with a total of {$6700.00} of fraudulent transactions occurring on my Capital One debit card/account for which I filed two different claims on XX/XX/24 and XX/XX/24. Unfortunately, Capital One has inappropriately rejected my claims ( despite a rebuttal ) and have been unprofessional and unhelpful in helping regarding this matter. 

My cell phone was compromised and fraudulent transactions were made through multiple merchants including XXXX XXXXXXXX, and XXXX XXXX. I initially filed a claim on XX/XX/24 ( claim XXXX XXXX ) totaling {$3100.00} and an additional claim on XX/XX/24 ( claim XXXX XXXXXXXX ) totalling {$3500.00}. These claims were rejected on XX/XX/24 due to an incorrect assumption that I authorized these claims. Please note that I did NOT authorize these transactions to occur. Capital One asked I provide proof of conversation with merchants and " further documentation '' ( not clarifying what " further documentation '' means '' ). 

Regardless, I filed a rebuttal on the dispute decision on XX/XX/24 with further documentation and actions on my end. I reached out to the merchants through which false transactions occurred which they acknowledged and advised Capital One should assist in reimbursing fraudulent transactions. I am attaching proof of conversation with the associated merchants. Furthermore, please note that I also filed a police report for unauthorized use of information and processing unauthorized transactions. The local police department has acknowledged the report and investigation is underway. I have also attached the police report below. Despite providing this documentation, they rejected my rebuttal on XX/XX/24 without any explanation. I called Capital One customer service the same day to obtain further clarification and asked to speak to a supervisor. The supervisor, named XXXX was rude and unhelpful. I was being told the claim was rejected due to no one having access to my debit card with no further explanation. When I asked what the next steps are, he said " there are no next steps as this case is being closed and final decision has been made '' ( although a previous supervisor had mentioned a rebuttal can be done more than one time ). When I inquired the supervisor to tell me his full name, he mentioned he is not authorized to do so. 

I am now reaching out to CFPB in regards to the mismanagement and false assumptions by Capital One for fraudulent transactions on my debit card and to obtain credit that I am owed. I have been a member of Capital One for almost 3 years and my transaction/spending history will prove that these fraudulent transactions do not align with my transaction history. I am providing sufficient proof ( including a police report ) to verify that these transactions were fraudulent. Please assist in helping me obtain credit for these fraudulent transactions from Capital One. I hope this matter is considered urgently as this is a significant sum of money. I appreciate the assistance and look forward to hearing back as soon as possible.

Company response to consumer: Closed with explanation