Money transfer, virtual currency, or money service -- Unauthorized transactions or other transaction problem -- Complaint #19573546
Complaint Overview
Complaint ID: 19573546
Company: Capital One Financial Corporation
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem
State: Georgia
ZIP Code: 302XX
Date Received: 2026-02-17T12:00:00-05:00
Date Sent to Company: 2026-02-17T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX I discovered my phone had been compromised ( Total Account And sim ) and someone had full access to my phone. There was several actions performed on my device that I was not aware of including several transfers from my Capital One XXXX XXXX XXXX, to and from XXXX XXXX, XXXX, XXXX XXXX, XXXX transactions. As well as a multitude of other unusual activity such as my network quit working and phone number was removed from phone until eventually got my eSIM unlocked and a new sim pin created. I discovered and reported the 172 unauthorized transactions to Capital One Bank on XX/XX/XXXX totaling {$45000.00}. I was informed by capital one I would receive a credit for all unauthorized charges within 10 days. On XX/XX/XXXX I received email that said all claims were resolved because the transactions were authorized. I immediately contacted them to notify them of the error because the transactions were not authorized. I requested all documents to be sent regarding this. I was informed it would take 3-5 days to receive documents. I also on XXXX appealed their denial and sent in reports that were made with FTC AND FBI/internet crimes. Ive contacted capital one multiple times after not receiving any documents or reimbursements. Each time i contact them I am told they cant let me dispute the unauthorized charges because they closed the claim. The claim was closed before they even received the reports of identity theft. They refuse to appeal or reinvestigate!! CAPITAL ONE advertises {$0.00} liability for unauthorized charges. Failing to properly follow the Electronic Funds Transfer Act. Should at a minimum require them to be responsible for triple the damages caused by their negligence and unlawful practice.
Frequently Asked Questions
What is Complaint #19573546 about?
Complaint #19573546 was filed against Capital One Financial Corporation regarding Money transfer, virtual currency, or money service specifically about Unauthorized transactions or other transaction problem. It was received by the CFPB on 2026-02-17T12:00:00-05:00.
How did Capital One Financial Corporation respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Capital One Financial Corporation?
Yes, visit the Capital One Financial Corporation company profile at readthecomplaint.com/company/capital-one-financial-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.