Consumer complaint received 2024-09-14 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: MO

Complaint narrative:
Mishandling of Fraud Investigation and Dispute Denial by Capital One ( Claim # XXXX ) To the Consumer Financial Protection Bureau, I am filing this complaint regarding Capital Ones inadequate handling of a fraud investigation and their improper denial of my dispute concerning unauthorized charges on my debit card/checking account. My account information and details of the complaint are as follows : **Account Holder** : XXXX XXXX **Financial Institution** : Capital One **Claim Number** : XXXX **Date Fraud Reported** : XX/XX/2024 **Date of Dispute Denial** : XX/XX/2024 Nature of the Complaint : On XX/XX/2024, I submitted a dispute to Capital One regarding several unauthorized charges that were made to my debit card/checking account. The charges were made without my consent after my debit card went missing. Capital One denied my dispute just three days later on XX/XX/2024, without providing any reasons or explanation for the denial. 

I have significant concerns regarding the thoroughness of Capital Ones investigation, as I do not believe a legitimate and comprehensive review of the charges could have been conducted within this short timeframe. Additionally, I am concerned that the investigation may have been outsourced to personnel outside of the United States, which is problematic given the sensitivity and complexity of the situation. 

Attempts to Resolve the Issue : On XX/XX/2024, I contacted Capital One to express my concerns and request that they provide all documentation and evidence that was relied upon to deny my dispute. I also informed them that I intend to file a police report regarding the fraudulent charges and the loss of my debit card. Due to illness ( XXXX ), XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, but I plan to file the police report on Monday, XX/XX/2024. 

During this conversation, I informed Capital One that if they do not conduct a valid investigation and provide the requested documentation, I would escalate the issue by seeking arbitration. Despite these requests, Capital One has yet to provide any meaningful information or justification for their decision. 

What I Am Seeking : I am requesting the CFPBs assistance to compel Capital One to : 1. **Conduct a thorough and legitimate investigation** into the unauthorized charges on my account.

2. **Provide all documentation and evidence** relied upon in making their decision to deny my dispute.

3. **Issue a refund** of the disputed funds, as these charges were made fraudulently.

4. **Provide clarity** on whether the investigation was outsourced and, if so, to whom and where.

# # # Financial Hardship : This unresolved issue has caused me significant financial hardship, and I am finding it increasingly difficult to manage my finances as a result. The unauthorized charges have severely impacted my ability to pay essential bills, and I urgently need these funds to be returned. 

I am seeking the CFPBs assistance in holding Capital One accountable for conducting a proper investigation and ensuring that my dispute is resolved fairly. 

Thank you for your attention to this matter. I look forward to your prompt response. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation