Consumer complaint received 2025-09-15 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
On XX/XX/XXXX, I was a victim of identity fraud when my phone number was ported to another device without my authorization. While my phone number was not in my possession, the fraudster was able to reset my passwords to financial accounts and make unauthorized transactions. Ive resolved all the other issues in my other accounts except Capital One. 

On XX/XX/XXXX, I notified Capital One about the fraud. They deactivated my credit card and were supposed to send a new credit card, although I have yet to receive it as of XX/XX/XXXX. They also requested I call back on XX/XX/XXXX since their checking account department was closed. 

On XX/XX/XXXX, I notified Capital One about unauthorized transactions that transferred money from my daughter 's account to my checking account, which was then XXXX 'd to an unknown number. A claim was opened. 

On XX/XX/XXXX, I received an email with the decision essentially saying I was the one who authorized the transactions. 

On XX/XX/XXXX, I called XXXX and talked to XXXX from the claims department. He said he would reopen the case for appeal and to email supporting documents to XXXX. 

On XX/XX/XXXX, I emailed evidence to Capital One that included the general statement of what happened, a timeline of the activities on my various accounts including Capital One based on email alerts, and additional data including IPs used in other account attacks. 

On XX/XX/XXXX, I called XXXX and talked to XXXX from the claims department. He said they reviewed the data and still maintained I did it. 

On XX/XX/XXXX, I received an email from Capital One with the documentation they used to make the determination. This was the last time I got an email from the bankclaimsprocessing @ capitalone. 

On XX/XX/XXXX, I responded to the email with a rebuttal of two of the items in the documents. The IP they referenced matches the IP used that hacked other accounts and is in another state. Additionally, there was a questionnaire about having the mobile phone I used for online banking and that was true. I reminded them that my phone number was ported away from my phone and showed them the email screenshot that a new phone was registered prior to the transactions. I asked them to look at the history prior to XX/XX/XXXX and they should not see that IP or that device. 

On XX/XX/XXXX, I emailed a screenshot from the mobile app that had the other phone registered to use the app that was not mine and included it in the original evidence emailed to Capital One. 

On XX/XX/XXXX, I mailed the FTC Identity Theft Report, Local Police Report, and additional evidence through registered mail to their XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. It was delivered on XX/XX/XXXX. 

On XX/XX/XXXX, I called XXXX and talked to XXXX. He acknowledged the mail was received but there were no notes from the investigator. He was going to reopen the case. He said to check back in a few days. 

On XX/XX/XXXX, I called XXXX and talked to XXXX. He said there were no updates and to call back in a few days. 

On XX/XX/XXXX, I called XXXX and talked to XXXX. She said the case had been closed on XX/XX/XXXX and no additional comments were put. She was going to reopen the case. 

At this point, I doubt that Capital Ones investigators even looked at the information I sent them. Im not sure if the customer-facing representatives are relaying the information to the investigators correctly or where the disconnect may be. Like I mentioned earlier, the last correspondence from the investigation was on XX/XX/XXXX and I have yet to receive any other official response other than what the representatives have read from notes when I called in. 

It may be advisable to reconsider banking with Capital One if they place the blame for fraud on the victim.

Company response to consumer: Closed with explanation