Consumer complaint received 2026-03-23 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: NV

Complaint narrative:
To Whom It May Concern, This letter serves as a formal Notice of Error pursuant to the Electronic Fund Transfer Act ( 15 U.S.C. 1693 ) and Regulation E ( 12 CFR 1005.11 ) regarding unauthorized electronic fund transfers associated with my account ending in XXXX. I am disputing the denial of the following claims : Claim # XXXX Claim # XXXX These claims involve unauthorized transactions that I did not initiate, authorize, or benefit from. Your institution has already investigated and approved a related claim arising from the same incident : Claim # XXXX That claim was determined to be fraudulent and credited accordingly. However, the above-listed claims which occurred during the same timeframe, at the same locations, and under identical circumstances were denied. This inconsistent determination constitutes an inadequate and unreasonable investigation under Regulation E. At the time of these transactions, my wallet and mobile device had been taken without my knowledge while I was at work. The unauthorized party accessed my device and obtained sensitive financial information, including any credentials or PIN used to complete transactions. The use of a PIN does not establish authorization under Regulation E when the information was obtained without my knowledge or consent. Under 12 CFR 1005.11, upon receiving notice of an error, a financial institution is required to : Conduct a prompt and reasonable investigation Correct the error within XXXX business day after determining an error occurred Provide provisional credit within XXXX business days if the investigation can not be completed within that timeframe Provide written explanation of findings and the evidence relied upon XXXX on the facts of this case, your institution has failed to meet these obligations. Accordingly, I am demanding the following : XXXX. XXXX reopening of the investigation into Claim # XXXX and Claim # XXXX. XXXX. Immediate issuance of provisional credit for the disputed amounts, as required under Regulation XXXX. XXXX. A written explanation detailing the specific evidence used to deny these claims. XXXX. Copies of any documentation, transaction data, or merchant verification relied upon in your determination. XXXX. Confirmation that all relevant records, including internal investigation notes and merchant communications, have been preserved. Please be advised that failure to comply with the requirements of Regulation XXXX will result in immediate escalation of this matter, including formal complaints filed with the Consumer Financial Protection Bureau ( CFPB ), the Office of the Comptroller of the Currency ( if applicable ), and any other appropriate regulatory agencies. Additionally, I reserve all rights to pursue further remedies available under federal and state law. You are required to acknowledge and respond to this Notice of XXXX within the timeframes mandated by Regulation E. I expect written confirmation that this matter is being handled in compliance with federal law. Sincerely, XXXXXXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation