Consumer complaint received 2025-11-26 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: NY

Complaint narrative:
On XX/XX/XXXX, I reported multiple unauthorized digital transactions on my Capital One debit card totaling approximately {$12000.00} These transactions were processed through XXXX, XXXX, and XXXX. I did NOT authorize any of these charges, and I did NOT receive any products or services. These were fully digital transactions that do not require a physical card, which means the fraud occurred without my card being present. My debit card was in my possession the entire time and was never lost, stolen, shared, or compromised by me. 

When I first called Capital One to report the fraud, I provided ALL of the unauthorized transactions in detail. Capital One failed to properly record my report. Several unauthorized charges I clearly mentioned were NOT added to my fraud claim, and I discovered this only after receiving an email showing missing transactions. I had to call again the next day to request an additional electronic claim, proving that Capital One mishandled my fraud report from the beginning. 

Capital One also misinterpreted my statement regarding the transactions. When I told the representative that I did not receive the items purchased by the fraudster, Capital One incorrectly documented this as the customer did not receive her debit card. This is entirely false. I did receive my debit card, I activated it, and it was in my possession at all times. This documentation error caused Capital One to deny my claim incorrectly. Their decision was based on misinformation that originated from their own representatives failure to properly record my statement. 

Because Capital One believed I had not received my debit card, they incorrectly assumed the transactions were authorized. This is a significant error in documentation and investigation. My dispute was denied due to a misunderstanding created by Capital One themselves. Their reasoning was factually inaccurate and ignored the nature of the fraud : unauthorized digital transactions made without the physical card. 

In addition, XXXX limited my account due to unauthorized activity involving my Capital One card ( Reference ID : XXXX ). This is independent third-party evidence confirming that unauthorized transactions occurred. Capital One did not consider this evidence in their investigation. 

Capital One also failed to conduct a proper fraud investigation. They denied both my fraud claim and my provisional credit request without reviewing the missing transactions, without contacting the merchants, and without correcting their documentation error. The bank improperly instructed me to contact the merchants myself, even though consumers are not required to investigate their own fraud cases. Capital One failed to meet its responsibility under Regulation E for unauthorized electronic fund transfers. 

I also filed a police report with the XXXX regarding this fraud ( Reference Number : XXXX ). This further confirms that I am reporting this as a legitimate crime and not as a billing error. 

I am requesting CFPB intervention because Capital One mishandled my fraud report, failed to include all unauthorized transactions, misdocumented my statements, misclassified the case, performed an incomplete and inaccurate investigation, and then denied my claim based on their own errors. I am seeking correction of the banks mistakes, a proper investigation, and recovery of the {$12000.00} in unauthorized charges.

Company response to consumer: Closed with explanation