Consumer complaint received 2025-01-30 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
To give you a little bit of background, this all stemmed from XXXX, XXXX is an app where you can either purchase things or you can like sell things for people to buy. ive had an XXXX account since 2021 which I provided in the attachment below. I attached a bunch of screenshots for you guys to review and look over. I just started selling stuff on XXXX and I have never made a sale yet on the app which I also provided for evidence down below I was contacted on XX/XX/XXXX approximately at XXXX XXXX  by a customer service agent on XXXX. They informed me that an order had been made and they were telling me to reply back saying hi, confirming the sale which Ive also attached as well. They then proceeded to tell me that I had to confirm my payment details in order for me to receive the money from the order. Long story short the link that they provided me to go through was fraudulent and they took {$1000.00} from me. I was not aware being that I am a new seller on the app. Ive only made purchases. Ive never actually sold and made my own money using this. I believe them and they took me to a verified government website they had me put in my passport to as a formal identification. They asked me for a name, my address, my Social Security numbers, and I believe that this was legit because these are things that businesses asked you for, so I was not thinking that this was fraudulent at the moment they tried to use my bank account on file with capital one ending in XXXX they sent a text code to my phone asking me what the code was so they can verify and see that the XXXX dollars that they have requested was in my account. after doing that whole process of them, they then told me that they were unable to verify my Capital One account and they wanted me to download this app that they told me other XXXX users. Also use as well. The app is called XXXX. I was excited about making a sale once again being nave here didnt realize that I was being scammed. I went along. I made an account and thats when that transaction comes out of my Capital One account for XXXX for the amount of {$1000.00} they proceeded to do the same steps that they told me to do with my Capital One. They sent a bank statement verifying saying that. Hi can you just give us the code when it comes up as a pop-up on your phone just let us know what that code was. Thats what they told me. I let them know what the code was. They said that I also had to enter it on the link that I was talking to the customer service agent on and after I did that the first charge or approximately around XXXXXXXX XXXX came out of my account for {$500.00}. They said that this was just to verify my account that Ill be getting the funds back within a few minutes, they said that they had to do the second part the other XXXX they did the other XXXX around XXXX XXXX and this one they said I would get back instantly in seconds. I waited a few minutes to see if the transactions came back I realize that they had not come back that my account was - {$1000.00} so I tried to go back on the link to talk to the customer service agent about why the money has not gone back yet. Then they the link was gone. They deleted the link I started crying because I was upset that I had lost all this money and I thought that I had made a sale so with capital one can not just be a transaction until it is posted in your account which is why I waited until XX/XX/XXXX. I believe I called them. It was posted to my account. I tried to disputed through them, but first I did it through the merchant XXXX. They told me that it was gon na take a few days. They got back with a decision and they said that they denied it. I was very upset and didnt understand why this decision was made being that I provided them with evidence that I had been a victim of fraud. I went as far as trying to get in contact with the higher up supervisor trying to speak about what happens since they said I was a victim of fraud and I will be eligible to get my money back. since the transactions were in my Capital One account, I then tried with Capital One to dispute my transactions. They did not ask me for any proof screenshots of anything and just decided to deny my claim because they said I had authorization in the transaction. I admit, I did put the money on XXXX for business purposes. I did not send any money. They already had my information and they were able to send it to themselves. I went as far as making a police report and Im in the process of doing an investigation. I came to you guys to see if you guys were able to help out with this and refund me back my money because Capital One refuses to give it back. I have several messages screenshots proving my point and why Im supposed to be getting my money back. I find the police report to help me possibly get this money back possibly find these people so that no one else can be a victim of fraud and I provide a Capital One with all this information about that and they said that they did not care that I had a police report that they were still denying my claim based on no XXXX they never reached out to the merchant. They havent spoke to anyone regarding this. They just simply said theyre not giving me my money back and this is why Capital One already has a pending lawsuit because of because of stuff like this.

Company response to consumer: Closed with explanation