Consumer complaint received 2025-05-06 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: TX

Complaint narrative:
Bank : Capital One Claim Number : XXXX I traveled to XXXX, Texas, on XX/XX/year>. I made a purchase at a local grocery store using my Apple Wallet, but I also pulled out my Capital One debit card in case the store didnt accept Apple XXXX XXXX On my way back to my vehicle, my debit card must have fallen out of my pocket without me realizing it. 

I continued my travels to XXXX, Texas, where I kept making purchases using only my XXXX XXXX. I returned to my residence in XXXX XXXX, Texas, on XX/XX/XXXX. 

On XX/XX/XXXX, I noticed suspicious activity on my account, but I didnt receive any real-time notifications from my Capital One mobile app. It wasnt until XX/XX/XXXX, that the transactions fully posted, and I saw that someone had used my physical debit card in XXXX, Texas. 

The unauthorized purchases occurred first in XXXX and then in XXXX. The charges began on XX/XX/year>, but appear posted on my account XX/XX/XXXX. 

During my initial call with the agent, I mistakenly said that my card was still in my possession because I assumed it was in my car, where I usually store it. I hadnt realized yet that it had been lost. The very next day, I discovered my card was missing. 
I thought my card had been cloned. Thats why I didnt go look to see if I had my card in my possession. 
My card in the past has been cloned and used a different locations so I just thought that was what was going on. 
I was unaware my card was no longer in my physical presents. And the last time I had saw it was in XXXX, Texas. 

Capital One initially refunded me, which matched the total amount of the fraudulent transactions, mainly charges made in XXXX at an event I have never attended. 

However, XXXX weeks later, Capital One reversed their decision and recharged me, claiming the card was used with a chip and must have been in my possession. I clarified to them that I had been using my XXXX XXXX in XXXX at the same time these transactions occurred in XXXX, which is not geographically possible. I also filed reports with the XXXX Police Department and the XXXX XXXX Police Department. 

Since then, Capital One has given me the runaround. Each time I speak with a different agent, I get inconsistent information. Some agents dont know whats going on, and others tell me my case is still under review, but no progress is made. 

It wasnt until XX/XX/XXXX, nearly XXXX months later, that Capital One finally provided documentation explaining why my claim was denied. However, they still havent given me a clear explanation as to why theyre refusing to acknowledge the new information I provided to correct my initial misunderstanding. 

Ive submitted proof that I was using my XXXX XXXX in XXXX while my physical debit card was being used in XXXX. Capital One has not reviewed this evidence and has not responded adequately to my follow-ups. They even refunded a small amount ( XXXX or XXXX dollars ) from when the card was first stolen, which contradicts their claim that no fraud occurred. 

I am simply seeking a fair resolution. I did not authorize the use of my card in XXXX. That was not me.

Company response to consumer: Closed with explanation