Consumer complaint received 2025-08-05 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: WI

Complaint narrative:
b'On XXXX XXXX XXXX early in the morning (after the bar closed) my boyfriend XXXX  and I (XXXX  XXXX)\n were out at XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX. At the end of the night we were trying\n to get an XXXX  home, but there were none available. Instead, we got a taxi. We told the taxi that we\n needed to go home and our address is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The\n taxi driver informed us that we needed XXXX to pay because he didnt take credit or debit cards. We\n usually go to a bank machine at XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX. and we\n asked him to take us there but he took us far away to another bank that we had never been to that was in\n the opposite direction of going home. He drove us all the way to XXXX XXXX XXXX, XXXX XXXX XXXX,\n XXXX, XXXX XXXX, XXXX. When we got to the bank machine XXXX  got out to get XXXX  from the\n machine, he took out plenty of money to cover the ride as the driver was demanding $XXXX  XXXX. We\n thought this was odd because usually its less than XXXX  XXXX to get home from that location in an XXXX.\n The withdrawal XXXX made was roughly $XXXX XXXX from that bank machine, which was more than\n enough to cover the ride. The taxi driver then started to demand even more XXXX  as he was watching\n XXXX at the ATM withdrawing the money. As he was out of the car, he was getting very aggressive with\n XXXX  continuing to demand more XXXX  while I was still in the car and the taxi driver was indicating I\n could not get out of the car until he had his money. As the situation was getting a very tense XXXX  told\n me to get out of the car and we would walk home even though it was XXXX XXXX from our house. When I was\n trying to get out of the cab the taxi driver still would not let me out unless I gave him everything I had\n which was my phone and my credit card. I was scared that he was going to get violent so I gave him all\n that I had. The taxi driver drove away with my phone and my card. I later learned after finally getting in\n contact with Capital One that after the taxi driver allowed us to leave, he went back to the same bank\n ATM, hacked into my phone and started to withdraw more money from both my checking and savings\n account with my debit card. Since he hacked my phone he was able to authorize all of these transactions\n and change the passwords on all of my accounts. As soon as I was able to make a call XXXX  and I\n called Capital One to have them lock my card, but the woman I spoke to refused to do so after hours\n being on the phone as I could not verify my identity without my phone and the two factor authentication.\n She said I could not use another phone number and I could not use an email. The call ended with her\n basically telling me there was no way for her to help me and I would need to go to a Capital One location,\n which was ultimately impossible at the time. I also tried calling XXXX  The following day the person that\n took my phone and debit card sent a message to XXXX  phone on XXXX  that said he had my\n phone and was in XXXX  but would be back to XXXX  by Friday and would bring the card and phone\n back. During that week the taxi driver/hacker logged into all of my accounts including my XXXX XXXX, email\n accounts, bank accounts, cash apps, and anything else where he could gather information or get more\n money and started changing all the passwords. While doing that he was taking money out of my savings\n and checking accounts. He repeatedly transferred money from my saving account to my checking\n account on my Capital One app to take more money from the bank machines. On the initial day that he\n took my card he went back to XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX  and\n made two additional withdrawals for $XXXX usd and $XXXX usd. He then started transferring money out of my\n savings account ($1000 usd) to get more from the bank machine. On the XXXX he also took $XXXX usd from\n a bank machine at XXXX XXXX. XXXX in XXXX. The same day he went to another bank machine\n XXXX XXXX XXXX and took another $XXXX from my checking account. Also on the XXXX the person\n transferred from my savings to checking account $XXXX usd so that he could continue to take money\n from the bank machines. On the XXXX  of XXXX  the person went to two other banks (XXXX XXXX\n and XXXX XXXX) in XXXX and started withdrawing more XXXX. He made a withdrawals of\n $XXXX at each ATM. Then he transferred another $XXXX USD from my savings to checking account\n electronically. There was a small XXXX  transaction of $XXXX usd and then the person made a purchase of\n $XXXX to XXXX XXXX XXXX XXXX, XXXX. They purchased gasoline at XXXX XXXX XXXX XXXX\n XXXX. They made two purchased to XXXX XXXX for $XXXX and $XXXX. They also made an\n XXXX purchase of $XXXX On the XXXX the last thing they did was purchase/send a XXXX  XXXX\n XXXX XXXX. On XXXX XXXX they again took money from my savings account and transferred in electronically\n to my checking account for $XXXX. On the same day went to XXXX XXXX and spent $XXXX\n from my checking account. They went to Wal Mart XXXX in XXXX and spent $XXXX, $XXXX, $XXXX,\n and $XXXX. They also went to XXXX XXXX and spent $XXXX. The spent $XXXX at\n XXXX in XXXX. They then went to XXXX XXXX XXXX and spent $XXXX and $XXXX on the same\n day. He then did a money transfer of $XXXX with XXXX XXXX XXXX  and a XXXX  (XXXX XXXX) of\n $XXXX. He purchased a XXXX XXXX XXXX for $XXXX  and also an XXXX  purchase of $XXXX\n XXXX XXXX XXXX XXXX is the transaction number). On XXXX XXXX they was a XXXX purchase of\n $XXXX, a XXXX XXXX purchase (XXXX) for $XXXX  and another XXXX XXXX XXXX purchase of\n $XXXX. On XXXX XXXX they took $XXXX from my XXXX and transferred it into my bank account so\n they could access that cash as well. They withdrew $XXXX from an ATM - XXXX XXXX in XXXX.\n On XXXX XXXX, they again took $XXXX from my Capital One savings and made another transaction of $XXXX\n with XXXX XXXX XXXX. On XXXX XXXX  they made a mobile payment from my checking account of $XXXX\n and again paid for an XXXX  in the amount of $XXXX (XXXX XXXX XXXX XXXX). From XXXX XXXX to\n XXXX XXXX the person made withdrawals from my savings account in the amounts of $XXXX, $XXXX, $XXXX, $XXXX,\n $XXXX, $XXXX, $XXXX, $XXXX, $XXXX, $XXXX, $XXXX, $XXXX, and $XXXX  after my monthly interest was paid. While they\n had my phone they were messaging XXXX  and when I got a phone number with XXXX I tried to contact\n them and this is what they were saying to me after they had taken all of my money and my phone. The\n follow chat exchange is me (XXXX) with my XXXX phone on XXXX  talking to the person that stole\n my phone on my American phone number which shows as XXXX XXXX:\n [XXXX XXXX] XXXX XXXX:  Messages and calls are end-to-end encrypted. No one outside of this\n chat, not even XXXX, can read or listen to them.\n [XXXX XXXX] XXXX XXXX: XXXX XXXX is a contact.\n [XXXX XXXX] XXXX XXXX:  image omitted\n [XXXX XXXX] XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX:  Voice call,  No answer\n [XXXX XXXX] XXXX:  Voice call,  No answer\n [XXXX XXXX] XXXX:  Voice call,  No answer\n I was not able to access any of my accounts or information for that entire week as the person changed all\n of my account passwords and I didnt have access to my phone to stop them. When I finally realized they\n were not bringing my phone back from XXXX  I thought to call the cell phone company XXXX XXXX to\n have them put a hold on my SIM card. Right when this all happened I got very sick for a couple of weeks\n as well which made it even harder for me to began figuring this out. The hacker/taxi driver/robber said that\n the police would not help me and so I had started working with the bank to get my money back. They said\n I need to file a report with the police for them to continue processing this claim.\n'

Company response to consumer: Closed with explanation