Consumer complaint received 2025-10-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
I had my card taken the Supreme Court off the counter where I made a payment I believe the person who was behind me in line took the card after thinking about it later on and putting the fact that we had a confrontation and then he was the last person behind me in line.... jumping to getting a credit card alert from the bank and also finding out that there were three other purchases being done at the same time at the same location for the same type of items. all included in the fraud case that I was claimingreporting with the bank stating my card was stolen and filing a police report and notifying the bank of all of this being assured that I would be covered 100 percent for the loss of the money pretty cut and dry However three months later the money has been removed from my account based on the fact that the claim was denied because they state initially when the report was being made I asserted the cards were in my position while the transactions were happening which is absolutely ridiculous I would not say that if I am telling them my cards are stolen It wasn't an online fraud it actually a physical fraud being committed by the people involved I provided them again with the police report and asked for them to cover the money that they've taken out because this was now another investigation and they refused because they said it already been denied I asked them why it was because of that statement that they said I made I did not fill out a form notes were taken by the person on the phone who either didn't type it in correctly or they needed something to be put in and it's III know what happened but I didn't say it I had the cards so it goes into investigation and a rebuttal and appeal which can take another 10 days while my bank account is negative and all my bills are going to bounce and I'm going to have severe hardship from this with no empathy at all I was told that I would have to wait another 10 days and that was the only thing that could be done and there was no one else I could escalate this situation to beyond the 1st and I was speaking to claim to be a manager but was actually just a supervisor I then talked to two other managers three other people one of which was overseas because I got bounced around so much only to be hung up on it at the end because I asked some simple questions My first question was why or how could claim had been filed if I stated that I had the card in my possession while at the same time these transactions were happening and I'm now making this claim of fraud that's just ridiculous those don't go together whatsoever it doesn't make sense I believe that the person taking the information and put it in correctly second why did the system or the agent notice that discrepancy in the conversation and nip it in the bud or get clarification or something why did it take three months for an investigation to find reason to deny the claim which was only because I said something at the beginning of this whole thing that caused them to decide to make the denial Are they just thoroughly incompetent or do they even investigate any of the information I told them at all Now having to resubmit some information and I hope that the investigators do their job they're going to find that this was all true that it was stolen they'll be able to talk to the police or whatever I have all the information that they need and if they come out with anything but what I said it was an originally then something is terribly wrong in their system now I asked for money to be covered and they said they wouldn't do it they didn't care if I was in hardship or not and there was nobody to I could do and I would just have to wait and at the end of the end of all these calls I just got hung up on by some young girl who couldn't handle those questions So I am extremely frustrated extremely mad extremely hurt and insulted and will be dealing with some hardship now for the next 10 days because of their refusal to assist me though they cover supposedly 100 % of any fraud which this is going to turn out to be but once they find that out it's too late because the damage is done the 10 days has already put me in hardship It makes no sense and it wasn't my fault the first time or the second time

Company response to consumer: Closed with non-monetary relief