Consumer complaint received 2024-08-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH

Complaint narrative:
Capital One is attempting to close my account as a result of a stolen wallet, a product paid for and not delivered, and a company stealing money from my card. 

On XX/XX/XXXX, my wallet was stolen at XXXX XXXX in XXXX. My card was used to make purchases with XXXXXXXX XXXX  totaling {$370.00}. I reported the incident to Capital One and sent them the police report. The police report is attached to this complaint. They returned the funds to my account. 

On XX/XX/XXXX, I made a purchase of {$510.00} with XXXX. I still have not received the software I purchased. Nor have I received an update from Capital One. Nor have I received the credit on the account that is required by law to be put in the account within 10 days of reporting. I reported on XX/XX/XXXX. It has been 19 days and 14 business days. 

On XX/XX/XXXX, XXXX forced charges to my debit cards with Capital One and XXXX XXXX XXXX XXXX XXXX. These charges never pended on either account. They were forced posted in the middle of the night while I was asleep, all within seconds of each other. This is impossible for so many transactions to take place in such a short amount of time. That should have been the first clue that these transactions were not authorized. XXXX XXXX XXXX XXXX XXXX found these transactions to be unauthorized. Attached, you will find proof that they credited my account accordingly. 

Capital One said that these transactions were not unauthorized. First of all, the first person I talked to at XXXX XXXX  on Thursday, XX/XX/XXXX said I was the third person to call and report such transactions from XXXX, and that XXXX experienced a breach the night before. Being that these calls are monitored and recorded, the recording of this call needs to be retrieved and reviewed. This should have been taken care of during the investigation when I documented it initially. I will find a way to subpoena the recording if necessary. 

Next, I contacted XXXX and they said, explicitly, to contact my banks and file disputes. There are screenshots of that chat conversation attached. 

The transactions that I authorized on XX/XX/XXXX for {$100.00} and {$5.00} were investments and when I contacted XXXX  about the unauthorized transactions from XX/XX/XXXX, they froze my account because they were angry that I called them out for stealing from me. Therefore, I lost access to the {$100.00} worth of investments that I spent in XXXX that were authorized, so I needed to dispute those as well. 

Capital One denied the claim, citing that these transactions were authorized and citing transactions that took place between XX/XX/XXXX and XX/XX/XXXX. XXXX few things : 1 ) I didnt add my Capital One card until XX/XX/XXXX. Thats when I authorized the {$100.00} and {$5.00} investment charges that were later frozen and restricted from me when I confronted XXXX about the unauthorized XX/XX/XXXX charges. 
2 ) There are 16 charges on the evidence Capital One sent me. There were only 4 charges taken out on XX/XX/XXXX. 
3 ) Only 2 of the charges match the charges on the evidence and they are very generic, common numbers. {$100.00} and {$350.00}. The other two charges that posted on my account on XX/XX/XXXX {$50.00} and {$240.00} are not on the list of transactions capital one sent as evidence. This evidence as well as screenshots of my statement are attached. 
4 ) One of the methods of entry says 9 received from file instead of 6 key entered which Im guessing means it was taken from information they already had in order to force the transactions and steal from me. Its literally right there in front of your eyes. Use your brains. 
5 ) Lastly, these transactions you sent in your list of evidence all occurred between XX/XX/XXXX and XX/XX/XXXX. The transactions that were forced posted to my account took place on XX/XX/XXXX. Theres no way those are the same transactions. The XXXX ones never once showed on my account. And the XX/XX/XXXX ones never once pended before posting. And the XX/XX/XXXX ones dont match the XXXX ones. Also, its impossible for transactions to take a whole month to process. Be so serious right now. Again, use your brains. 

Finally, I do not have overdraft protection on my Capital One account. For debit card or ACH transactions. Whenever there is not enough money to cover a purchase, the account denies the transaction. Therefore, these transactions shouldnt have even gone through, as they took my account into the $ XXXX. That should not have been possible, which is another reason why Im suspicious of both XXXX  AND Capital Ones behavior in this situation. 



All this being said, it is clear with sufficient evidence that Capital One has failed to conduct a thorough investigation, adhere to fair credit reporting act guidelines in terms of providing provisional credits in a timely manner, and all around just cant connect the dots and use their brains. But thats okay. Im happy to hold their hands and babysit since they obviously need it. 

Closing my accounts is out of line, wrong and honestly just makes you look XXXX.

Company response to consumer: Closed with explanation