Consumer complaint received 2024-12-21 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT

Complaint narrative:
On XX/XX/XXXX, I discovered XXXX cash transfers from my CapitalOne checking account. Each transaction was {$250.00} and were wired to a person named XXXX XXXX. I contacted CapitalOne immediately and reported the fraudulent transactions. They responded by closing my account, offering to open a new account and open an investigation on the fraud. 

CapitalOne responded by advising me they were not at fault and that the funds transfer was done through XXXX and would not replace the funds as they were initiated by a " trusted computer. '' They further advised that the transfer was initiated in XXXX, XXXX XXXX  from a trusted computer. I had spent 2 months working in XXXX, XXXX  during the summer of XXXX and had left in XXXX of the year. They advised me to contact the local police in my community which at the time was XXXX XXXX, XXXX A report was begun but a day later I was contacted by XXXX XXXX Police telling me I had to file a complaint in XXXXXXXX XXXX XXXX XXXX 

I contacted the Police in XXXX, XXXX  and was told there was not too much they could do but would investigate even though they were dramatically short staffed and it was the start of XXXX. The XXXX police did nothing and refused to return my calls. I could not travel to XXXX as XXXX restrictions had begun and I could not leave Connecticut. 

I made XXXX additional attempts through CapitalOne to reverse the transactions and they kept stating that since the transfers were done from a trusted computer there was nothing they would do. I asked for the location of the computer and it turned out to be located at the XXXX XXXX XXXX XXXX at XXXX XXXX  XXXX, XXXX from the General Managers Computer in the back office. CapitalOne stated that I had accessed my accounts from that computer in XXXX and XX/XX/XXXX and they were correct. They further told me I had to notify them that the particular computer should be listed as no longer a trusted computer and that I needed to enter that in their website. I told them there was no such place to do that on their site. Additionally, in the Terms of Service with CapitalOne, there was nothing mentioned that I had to call or contact the bank to untrust the computer. 

I was unsure who it was that initiated the transfers so I contacted the CEO of the Management Company, Prestige Hospitality. It turned out to be the Night Auditor of the hotel. They pleaded with me not to have the man arrested at work, but again, the XXXX Police refused to do anything and my local police could not do anything claiming it was out of their jurisdiction. 

The battle went on for months with CapitalOne and they refused to reverse the transactions XXXX separate times. I immediately withdrew all but {$1.00} from the account to keep it open for my records. 

CapitalOne played loose and easy with the rules and now I understand why, they are XXXX of the owners of XXXX XXXX. I do not use XXXX XXXX, I do not have an account with them and to my knowledge have never received any transfers from anyone that uses XXXX. The funds were never returned and to my knowledge the employee is no longer employed by that company. 

I have a copy of the bank statement that shows the unauthorized transactions and I still would like these funds returned. Due to CapitalOne not advising anyone that a computer must be declared untrusted, and there being no way to do so at that time, CapitalOne was complicit in the fraud that took place and understood there was nothing someone like me could do to rectify the matter.

Company response to consumer: Closed with explanation