Consumer complaint received 2025-01-23 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: FL

Complaint narrative:
I am writing to formally request your assistance in resolving a dispute involving unauthorized transactions on my Capital One account. 

On XX/XX/XXXX, and XXXX, XXXX, XXXX XXXX charged my account with three transactions of {$2900.00} each, totaling {$8700.00}. These transactions were not authorized by me, and Capital One never sent me a confirmation code or notification to verify or approve these transactions. On XX/XX/XXXX, upon noticing these charges in my account, I immediately contacted Capital One to report the issue. 

At the time I reported this, my entire wallet, including all my identification documents and credit and debit cards, had been lost. This loss added significant urgency and concern to my report, as my stolen credentials could have been used to commit fraud. Furthermore, the information used by the merchantsuch as my address and nameis publicly accessible and could have been easily obtained by the fraudsters from my stolen ID. 

On XX/XX/XXXX, Capital One issued a temporary credit for the disputed amount. However, a few days later, they removed the credit, claiming I was responsible for these transactions. This is untrue. I subsequently submitted a request by email, along with evidence proving that the information provided by the merchant is inaccurate and does not pertain to me. 

Key Points of Concern : Discrepancies in Location Information : The documentation provided by the merchant includes an IP address and receiver location that do not match my physical location in XXXX, XXXX. I have never traveled to the states or areas referenced in these transactions, making it highly unlikely that I could be responsible for them. 

Lack of Authorization and Verification : I did not authorize or participate in the transactions. Capital One failed to send any verification code or notification to confirm these high-value transactions, which represents a serious lapse in their security measures. 

Impact of Lost Identification and Public Information : The loss of my wallet, including my identification documents and bank cards, further supports the likelihood that these transactions resulted from fraudulent activity by someone using my stolen credentials. Additionally, the personal details used in these transactions, such as my name and address, are public information and could have been easily accessed and misused by the fraudsters who obtained my ID. 

Merchant-Specified Right to Dispute : The merchants own documentation states that I have the right to continue disputing these charges. Despite this, Capital One has failed to hold the merchant accountable for providing verifiable evidence connecting me to these transactions. 

Removal of Temporary Credit Without Justification : The decision to remove the temporary credit was based on inaccurate information from the merchant, which I have already disproven with submitted evidence. 

Request for Resolution : I am requesting that the CFPB direct Capital One to : Hold the merchant responsible for providing definitive, verifiable proof that I authorized these transactions. 
Reinstate the disputed amount to my account, as there is no credible evidence linking me to these charges. 
Improve its procedures for verifying large, potentially fraudulent transactions to better protect consumers in the future. 
As a consumer, I rely on financial institutions like Capital One to protect my accounts from unauthorized activity and to act in my best interest. I trust the CFPB will ensure this matter is resolved fairly and efficiently.

Company response to consumer: Closed with explanation