Consumer complaint received 2025-12-30 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: FL

Complaint narrative:
I am writing to formally escalate a matter that has remained unresolved for over four months and has caused significant financial and emotional hardship for me and my family. 

In XX/XX/year>, multiple fraudulent transactions occurred across several of my financial accounts during a coordinated cyberattack. Nearly {$13000.00} was taken, including {$11000.00} removed overnight via a wire transaction while I was sleeping. This activity was clearly unauthorized. Capital One initially restored a portion of the stolen funds ( which I wasn't notified about until XX/XX/year> ), which demonstrates that the bank acknowledged fraudulent activity had occurred. However, to date, an outstanding balance of {$4200.00} has not been returned to me. 

Despite Capital One later informing me that my case was closed due to an inability to determine unauthorized activity, this conclusion directly contradicts the partial reimbursement already issued. It is difficult to reconcile how some funds were restored while the remaining balance was denied, particularly given the nature and timing of the transactions. 

I maintain both personal and business accounts with Capital One, and I trusted the institution with my livelihood and operating capital. As a business owner, this situation is deeply concerning. Wire transfers typically require heightened security, verification, and occur during business hours. The fact that such a large wire transaction was processed overnight without my authorization raises serious concerns about account security and internal safeguards. 

I would also like to formally note the following : A police report was filed promptly. Law enforcement has attempted multiple times to contact Capital One in connection with this investigation and has received no response. 
The receiving bank has also attempted to work with Capital One to resolve this matter and has been unsuccessful. 
This incident affected nearly all of my financial accounts across institutions. Every other financial institution involved completed their investigations and restored my funds. Capital One is the only institution that has not. 
I requested a hold harmless letter, which is my right as a consumer, and that request was denied without adequate explanation.

Communication throughout this process has been nearly nonexistent, inconsistent, lacked empathy, and failed to provide clear documentation or regular updates.

This issue has now been ongoing for four months, which is an unacceptable timeframe for a bank of Capital Ones size and resources. The prolonged delay has been detrimental to my business operations and has directly affected my ability to provide for my family, particularly during the holiday season. The stress and financial strain of this unresolved matter can not be overstated.

I have already filed an initial complaint with the Consumer Financial Protection Bureau. I was provided with a generic letter from Capital One which again shows their negligence and insensitivity to this issue. My preference is to resolve this matter without legal counsel and to reach a fair resolution before the end of 2025.

I am respectfully requesting immediate executive review of this case and full restitution of the remaining {$4200.00} owed to me. I would also appreciate formal written documentation regarding the investigation findings and the rationale behind the denial of the remaining funds.

I have been patient, cooperative, and persistent in following the appropriate channels. At this stage, I am simply asking Capital One to do what is right and to stand behind the security and trust it promises its customers.

I look forward to your prompt response and to bringing this matter to a fair and timely resolution.

Sincerely, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation