Consumer complaint received 2025-09-02 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: CA

Complaint narrative:
In approximately XX/XX/scrub> 2024, my wallet was lost. During the time it was missing, a large number of unauthorized transactions began posting to my business debit card account. 
I did not immediately notice these charges because I rarely use this account other than for a few recurring autopayments. Those autopayments generate confirmation emails, which gave me no indication that anything was wrong. 

When I eventually reviewed the account, I discovered dozens of transactions that were clearly fraudulent. 

The evidence in the bank statements is clear : My legitimate XXXX transactions show my name and XXXX ID. 

The fraudulent XXXX transactions show different names and IDs, belonging to other individuals. 

Many transactions occurred in locations outside of XXXX XXXX, where I live and was present during this time. 

Later, my wallet was mailed back to me, but by then the card number had already been compromised. The fraudulent activity continued digitally and did not require possession of the physical card. 

I filed fraud claims with Capital One. Because of the volume of charges, they were split into three separate claims ( 40 transactions each ). 

I was originally told I would receive credits by XX/XX/year>2024. When I followed up on XX/XX/scrub>, 2024, I was told my claims had been denied several days earlier without any prior notification. 

Capital Ones denial was based on the claim that I had the card. 

This reasoning is incorrect for two reasons : I did not have the card when the fraud began. 

The majority of the fraud was conducted digitally and would have occurred regardless of whether I had physical possession of the card. 

I requested documentation explaining how this decision was made. Capital One repeatedly told me it would be emailed within 35 business days. I confirmed my email address multiple times with representatives, and they acknowledged it was correct. I regularly receive Capital One marketing emails, confirming that my email address functions with their system. 

Despite these confirmations : After 3 business days, I called back and was told everything was in place. 

After 6 days, I was told for the first time that I couldnt receive emails because my email was supposedly not set up in their system. This directly contradicted earlier confirmations.

I was then told to wait another 35 business days. During that period, other representatives again confirmed my email was fine and that the documentation would be sent. 

As of today, it has been over 15 days, and I have never received the promised documentation. 

While I recognize that any consumer might occasionally overlook a transaction at first glance, the disputed transactions in this case show a consistent and obvious pattern of fraud different XXXX IDs, charges in places where I was not present, and activity that does not match my spending history. 

The fraudulent transactions total approximately $ XXXX across the three claims. I did not authorize or conduct these transactions. 

Capital One has : Wrongfully denied my fraud claims despite clear evidence of unauthorized activity. 
Mishandled communication, failing to notify me of the denial, failing to send promised documentation, and providing contradictory explanations. 

I am requesting that Capital One fully reimburse the fraudulent charges and correct its handling of this case

Company response to consumer: Closed with explanation