Consumer complaint received 2026-02-05 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: MA

Complaint narrative:
I am filling a complaint regarding capital One 's handling of an unauthorize debit card transaction. 

A debit card transaction in the amount of {$9000.00} was made as a deposit into an XXXX brokerage account that I do not control and did not authorize. I reported the transaction promptly as unauthorize and filed a dispute with Capital One under Claim # XXXX Capital One denied my claim, stating that the transaction was authorize and/or that I participated. I did not authorize this transaction, I did not initiate it or benefit from it, and no individual had the permission to use my debit card or account information. 

Capital one has not provided specific evidence demonstrating authorization, such as proof of chip-and pin use, verified identity confirmation or documentation showing that I initiated or approved this brokerage deposit. 

On XX/XX/XXXX there was there a party going on at my house and lots on people were present. Party lasted until about XXXX in the morning. Around XXXX, I was having some drinks, My phone was on, playing music unlocked. Multiple individuals handling it switching songs and playing different genres. I fell asleep and woke up the next day and my phone and wallet were missing, lost/stolen. I had my credit and debit card on my wallet, and automatically log/sign in on numerous applications and bank accounts on my phone. 

Capital One denied my claim, stating that the transaction was authorize and/or that I participated. I did not authorize this transaction, I did not initiate it or benefit from it, and no individual had the permission to use my debit card or account information. 

Capital one has not provided specific evidence demonstrating authorization, such as proof of chip-and pin use, verified identity confirmation or documentation showing that I initiated or approved this brokerage deposit. 

I saw on my bank account that there had been a transaction for {$9000.00} and I called the bank to let them know to stop the transaction and not let it go through. a representative from customer service at Capital One said that I had to call on XX/XX/XXXX to report it. I ask why and he said the transaction was not posted. the reason why I reported it Immediately was for the same reason, I had not Authorize it and wanted Capital One to stop the transaction. I Called again on Monday XX/XX/XXXX and file a claim. 

On XX/XX/XXXX, Capital One notified me via email that Claim # XXXX was denied, stating that the transaction was authorized and/or that I participated in it. 

This conclusion is incorrect and unsupported. Capital One has not provided any specific evidence of authorization, including but not limited to : Proof of chip-and-PIN usage Verified identity confirmation, documentation showing that I initiated or approved the brokerage deposit, nor any evidence demonstrating my participation or benefit from the transaction. I contacted Capital One after the denial to request an explanation and a supervisor review, reiterating that I am 100 % certain I did not authorize or participate in this transaction. No additional evidence has or was provided to support their determination. The transaction was unauthorized. 

The denial appears inconsistent with Regulation E protections for unauthorized electronic fund transfers I am requesting full reimbursement of the {$9000.00}.

Company response to consumer: Closed with explanation