Consumer complaint received 2026-06-02 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: MI

Complaint narrative:
Consumer Financial Protection Bureau Complaint Company : Capital One Subject : Repeated Reversal of Dispute Credits, Failure to Conduct a Reasonable Investigation, and Financial Harm to My Family I am filing this complaint regarding Capital Ones handling of my dispute involving unauthorized XXXX XXXX transactions and Capital Ones repeated issuance and reversal of dispute credits. The dispute began after XXXX XXXX withdrew funds from my account that I did not authorize. After discovering the unauthorized transactions, I disputed them and revoked authorization for future withdrawals. Despite this, additional transactions and withdrawal attempts continued. I provided Capital One with evidence supporting my dispute and expected a fair investigation. Instead, Capital One repeatedly issued dispute credits and then removed them from my account, creating ongoing financial hardship and instability. My account records show the following activity related to the dispute : XX/XX/year> Capital One reversed a dispute credit in the amount of {$280.00} related to XXXX XXXX. XX/XX/year> Capital One issued a dispute credit of {$180.00} related to XXXX XXXX. XX/XX/year> Capital One reversed a dispute credit of {$62.00} related to XXXX XXXX. XX/XX/year> Capital One again issued a dispute credit of {$180.00} related to XXXX XXXX. XX/XX/year> Capital One reversed the {$180.00} dispute credit. As a result of these repeated reversals, my account balance repeatedly changed without a clear resolution of the dispute. These actions caused my account to go into a negative balance and directly affected money that was intended to support my household and my children. This is not a situation where Capital One simply denied a dispute one time. Rather, Capital One repeatedly credited and then removed disputed funds while the matter remained unresolved. This created confusion, financial instability, and hardship for my family. The impact has extended beyond a single month. My familys finances have been negatively affected on multiple occasions because disputed funds were repeatedly removed from my account. The negative balances caused by these reversals affected my ability to pay for household necessities and manage my familys finances. Despite my efforts to provide documentation and evidence, Capital One has not provided a satisfactory explanation as to why the dispute credits were repeatedly issued and then reversed, nor has it adequately explained how it concluded that the disputed transactions were authorized after authorization had been revoked. I believe Capital One failed to conduct a reasonable and impartial investigation and failed to properly consider the evidence I submitted. The repeated reversals suggest serious deficiencies in the handling of my dispute and caused avoidable financial harm. I respectfully request that CFPB investigate this matter and require Capital One to : 1. Reopen and conduct a complete and impartial investigation of the disputed XXXX XXXX transactions. 2. Review all evidence demonstrating that authorization was revoked. 3. Restore disputed funds improperly removed from my account. 4. Provide a detailed written explanation regarding each dispute credit and reversal. 5. Reimburse any fees, losses, or damages resulting from the repeated reversals and resulting negative balances. 6. Review Capital Ones dispute-handling procedures to ensure consumers are not subjected to repeated credit reversals without a fair and thorough investigation. The repeated issuance and removal of dispute credits has caused substantial financial hardship and uncertainty for my family. I respectfully request CFPB assistance in obtaining a fair resolution. Thank you for your attention to this matter.

Company response to consumer: Closed with explanation