Consumer complaint received 2026-04-01 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: CA

Complaint narrative:
At the end of XX/XX/year>, I identified multiple unauthorized transactions on my checking account that occurred in XXXX XXXX as well as the State of XXXX ( XXXX ), a location I have never visited. These are dated XXXX XXXX. I did not authorize these transactions and was not physically present in that location at any time. I locked my card and reported these unauthorized transactions to Capital One as soon as I returned to the XXXX and promptly within XXXX week after discovering them. The bank did not resolve my claim within a reasonable legal timeframe and ultimately denied my fraud claim more than 55 days after I reported the issue. I understand that financial institutions are required to complete investigations of unauthorized transactions within specific time limits under federal law. I requested reasonable accommodation to continue the case over writing due to having a XXXX that affects communication, and was originally told I would receive an email follow up to do this. After the case being closed, I followed up with Capital One on XX/XX/year> via phone for XXXX minutes, requesting accommodation and documentation that I authorized the transactions. On the phone, I was told my claim was denied because I failed to report the fraud immediately, which is not reasonable as I reported within XXXX days. I requested to appeal the decision and to receive written proof that I authorized the transactions. On XX/XX/year> I was mailed a copy of some transactions on my account, with no proof of authorization and furthermore, did not include the full extent of the transactions I reported. I followed up on phone call on XX/XX/year>, I was told no accommodations were possible, and without explanation. I requested again on the phone to further investigate the case, which seems to not have happened, given the lack of follow up. Additionally, I requested that the bank provide documentation or evidence showing how these transactions were determined to be authorized ( such as proof of entry of my PIN, signature, or other authentication records ), but no such evidence has been provided. I also noted that the purchases, labeled as groceries in the State XXXX XXXX, are far larger than any grocery spending I have made in a single visit during my entire time as a Capital One customer in the last decade. I have not received a clear explanation of how the investigation was conducted or how the bank concluded that these transactions were authorized. I specifically requested proof of signature for these transactions, as I understand that purchases in XXXX require a signature. To date, the bank has not provided any such evidence. I am requesting a full reinvestigation of my claim, a detailed explanation of the findings, and reimbursement of the unauthorized transactions. I have been provided the following case numbers, despite that Capital One has acted as though there is only one complaint. XXXX - at XXXX XXXX XXXX- for {$61.00} I am including emails I sent that Capital One did not respond to.

Company response to consumer: Closed with explanation