Consumer complaint received 2026-01-21 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: LA

Complaint narrative:
Describing what happened : Two Capital One debit/ATM cards were used to make unauthorized ATM withdrawals without my knowledge or consent. I had possession of both cards at all times and did not perform the ATM transactions. I rarely use ATMs and did not authorize any withdrawals during this period.

The unauthorized transactions occurred primarily between XXXX and XX/XX/XXXX and involved multiple ATM withdrawals, including thirdparty ATM locations. The transaction patterns were inconsistent with my normal banking behavior.

I promptly contacted Capital One once I discovered the unauthorized withdrawals and reported the activity as fraud.

Actions taken by me : Reported the unauthorized ATM withdrawals to Capital One immediately Participated in multiple phone calls with Capital Ones fraud and customer protection departments Visited a local branch for assistance Submitted four written letters requesting a full fraud investigation Filed a police report related to the unauthorized transactions Requested review of ATM surveillance footage and cooperation with law enforcement I provided all information requested and fully cooperated throughout the process.

Actions taken by the company : Capital One initially issued provisional credit for the disputed withdrawals but later reversed a portion of the credit. Capital One stated that the claim decision was based on the information available at the time of
the investigation.

However : ATM surveillance footage was not reviewed The police report was not included before a decision was made No confirmation was provided that ATM operators or locations were contacted The investigation relied largely on account statements rather than forensic evidence After continued followup, Capital One reopened the case but has not yet resolved the matter or returned the disputed
funds.

Why I am filing this complaint : I believe Capital One failed to conduct a complete and reasonable investigation of unauthorized ATM withdrawals. Key evidence including surveillance footage, police documentation, and relevant thirdparty ATM information was not reviewed before issuing a decision that the transactions were authorized.

I am seeking : A thorough reinvestigation Review of ATM surveillance footage Inclusion of the police report Reimbursement of the disputed ATM withdrawals A clear written explanation of the findings Capital One later provided the ATM locations used, including XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. This location is closed, and even if operating intermittently, it would have been closed during most of the times the ATM withdrawals occurred. This raises serious questions about how I could have accessed an ATM at a closed business and directly contradicts Capital Ones conclusion that I was responsible for the transactions Here is two of my claim numbers : XXXX ) XXXX XXXX ) XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX First Card : XXXX XXXX XXXX XXXX {$43.00} two times XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$33.00} & {$43.00} XXXX XXXX XXXX Second Card : XXXX XXXX XXXX XXXX {$100.00} two times XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$53.00} three times at XXXX XXXX XXXX XXXX XXXX XXXX {$23.00} & {$43.00} XXXX XXXX XXXX XXXX XXXX XXXX {$23.00} XXXX XXXX XXXX XXXX {$53.00}, {$33.00} & {$13.00} Total of 15 transactions with a total of {$700.00} Capital One did not receive the police report or photos from the ATM in XXXX XXXX XXXX and now saying I owe them. Thanks for reviewing.

Company response to consumer: Closed with explanation