Checking or savings account -- Closing an account -- Complaint #5075584

Complaint Overview

Complaint ID: 5075584

Company: Capital One Financial Corporation

Product: Checking or savings account

Sub-Product: Checking account

Issue: Closing an account

Sub-Issue: Company closed your account

State: Texas

ZIP Code: 77089

Date Received: 2022-01-05T12:00:00-05:00

Date Sent to Company: 2022-01-05T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/2022, I contacted Capital One Bank to report that our personal joint checking account might have been compromised by a scam hack that I fell victim to earlier that afternoon. My youngest son brought to my attention that when he attempted to use our laptop, that a malware alert popped up on the screen. He showed me the laptop and I saw this security breach alert showing on the screen and there was a phone number to call for XXXX Security System. Knowing that I had protection on my laptop, I called this number and a supposed security team analyst informed me that my IP address to my laptop had been compromised and fraudulent activity was occurring on my accounts. This person presented herself as an analyst, she provided a name, badge ID #, and requested to remote into my phone to track this alleged hacker who compromised my IP address on my computer. Once I took the bait for this rouse, I was asked to notify my bank that fraudulent activity could be happening on my account since this hacker had access to my account information. This alleged XXXX security member stated that a pre-authorized transaction had been made on my account for XXXX at an online gambling website. At one point, this security analyst person asked to make an outbound call to my bank so that I could inform of the fraud and attempt to block the transaction. I again under the guise of this rouse allowed this person to make an outbound call to my bank in which I was transferred to another individual impersonating to be a fraud team member of Capital One Bank. This second individual convinced me that she was aware of the fraud attempts on my account and that I needed to secure my account by creating a duplicate account. She then advised me to purchase gift cards that would be used to secure the funds that were available in my bank account. So at this point, I became very uneasy. Still, under the click and bait scam, I purchased these gift cards and once the alleged Capital One Bank impersonator asked me to provide the gift card number to her ; I immediately knew that I was being scammed. I contacted my bank directly and initiated a fraud claim and disputed the charge. On XX/XX/2022, I contacted Capital One Bank to inform them that I opened a new account and that I wanted all remaining funds from the account that was compromised transferred to the new account. It was then that I was directed to speak with a customer support specialist, her name was XXXX, who proceeded to tell me that the dispute would not be honored because I participated in a scam. She told me that my account no longer met the criteria of continuing a banking relationship with Capital One. I was floored because I felt scammed all over again. This bank representative essentially blamed me for taking part in a scam and proceeded to implicate me as a willing participant.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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• Capital One Financial Corporation Company Profile
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