topic Re: Capital one has to be some of the dumbest people walking planet earth in Personal Finance

Capital one has to be some of the dumbest people walking planet earth

Stugotsv10 — Tue, 06 Feb 2024 18:49:25 GMT

Capital one 360 checking account.

So I had someone hack into my door dash and buy a bunch of high end food on my card on file (this Capital one checking in question) so naturally I disputed it, the rep was nice, friendly and understood.

couple days later I call for a status and they claim "it was closed. denied and you resubmitted it" NO I did not!!! I asked for them to review the recorded calls to prove this, they said they can't (we know thats a lie) however the reason it was closed and denied was (Get this) "You stated your card was in your possession the entire time"

Let that sink in for a second...

Door dash is an APP, that got HACKED into!! me having my card in my possession makes NO difference!!!! they stuck to their story (of course)

I literally had to ask if whoever makes these decisions do they drug test? this might be the dumbest thing I have ever heard from a bank... and they are really trying to stick to this crap

I know its a checking not a CC but same rules apply here what can I do?

Re: Capital one has to be some of the dumbest people walking planet earth

Brian_Earl_Spilner — Tue, 06 Feb 2024 20:53:48 GMT

Sorry you're going through this. From personal experience cap1 was one of the easiest to deal with in regards to fraud and still having the card in my possession. Maybe there was a misunderstanding somewhere in the chain. You can keep requesting escalation. If they refuse to budge file a complaint with the CFPB.

As for the recordings, believe it or not, companies record randomly for quality control. I dont know why people think every call is recorded. Companies can take thousands of calls a day and there's a cost to store those recordings and screen captures in the form of storage, security, and maintenance. Simply, if your call meets what they need it may trigger the recording. Then there's the issue of possible data breaches and liability for lost info. The less they have on hand, the better for them risk-wise. Having worked customer service, collections, claims, and in regulated industries, I have seen behind the curtains and I understand that most people don't have that experience, but it seriously gets old having people accuse that it's highly convenient for us that we don't have their recording. I highly doubt there's any company in the world that records every in and out call. /Rant

Re: Capital one has to be some of the dumbest people walking planet earth

markbeiser — Tue, 06 Feb 2024 20:56:03 GMT

@Stugotsv10 wrote:

I literally had to ask if whoever makes these decisions do they drug test? this might be the dumbest thing I have ever heard from a bank... and they are really trying to stick to this crap

That's up there, but not quite the dumbest thing I've ever heard from a bank.

Re: Capital one has to be some of the dumbest people walking planet earth

Stugotsv10 — Tue, 06 Feb 2024 20:57:52 GMT

I did do a CFPB report but they seem to be holding on to this... they refuse to admit what they are saying makes no sense.. IDC if I had it in my possession its an APP lol

Re: Capital one has to be some of the dumbest people walking planet earth

Anonymous — Tue, 06 Feb 2024 23:07:24 GMT

Isn't your dispute with doordash? Capital One received a request from payment from a source you had previously authorized so they paid.

Seems similar to giving your card to a friend and then trying to dispute the charges he/she made.

Where was the food delivered!

Re: Capital one has to be some of the dumbest people walking planet earth

Stugotsv10 — Tue, 06 Feb 2024 23:23:28 GMT

no its not at ALL like giving your card to a friend then disputing the charges because thats permission.. this someone went into my account and sent food all over all...

Almost every address is different

Re: Capital one has to be some of the dumbest people walking planet earth

Slabenstein — Tue, 06 Feb 2024 23:31:26 GMT

Like LTL said above, if you have any recourse to get your money back, I think it's probably going to be through DoorDash. Zelle's a little bit of a different animal from an app like DoorDash, but if someone fraudulently connects a Zelle account you didn't authorize to your checking and drains it, then you have recourse with that institution to get that money back. But if someone fruadulently accesses your already existing Zelle account and uses that to drain your checking that you already had connected to it, at most institutions you won't be able to get your money back because their fraud policy doesn't cover that kind of theft. Since what happened to you is more like the second case than the first, it may fall outside Cap1's fraud protections. Of course, I don't know anything about Capital One's policies specifically, so you'd want to check with them, but that may be what's going on.

Re: Capital one has to be some of the dumbest people walking planet earth

Stugotsv10 — Wed, 07 Feb 2024 00:00:46 GMT

Right but they arent saying that it does, they are simply saying because I had the car in my possession, they straight up saidm if I didnt they would decide in my favor.......

Re: Capital one has to be some of the dumbest people walking planet earth

flexin222 — Wed, 07 Feb 2024 00:02:22 GMT

So sorry for your troubles with Cap 1. I hope they resolve the matter in your favor and I would suggest using a card with better services. I use my Navy Federal CC and their customer service is great in my opinion. Good luck!

Re: Capital one has to be some of the dumbest people walking planet earth

K-in-Boston — Wed, 07 Feb 2024 00:35:57 GMT

@Stugotsv10 wrote:

I know its a checking not a CC but same rules apply here

No. Debit card protections are covered by the Electronic Fund Transfer Act, which is nowhere near as consumer-friendly as regulations pertaining to fraud and credit cards. As it was your DoorDash account that was breached rather than the card data itself, your dispute should have been with the merchant which you have previously authorized to charge the card and to store the card information on your behalf. If the merchant is unwilling to resolve the complaint, that would be the time to file a dispute. It's a very important distinction that someone used a 3rd party where you had your card info stored to make purchases with that same 3rd party, rather than this being a normal case of fraudulent transactions made by using your credit card details to pay.

Re: Capital one has to be some of the dumbest people walking planet earth

Stugotsv10 — Wed, 07 Feb 2024 01:43:55 GMT

of course Door dash was contacted first.. their solution was to refund 2 of the 27 orders.... that was not good enough so I went to my bank

Re: Capital one has to be some of the dumbest people walking planet earth

MarkintheHV — Wed, 07 Feb 2024 11:11:29 GMT

@K-in-Boston wrote:
@Stugotsv10 wrote:

I know its a checking not a CC but same rules apply here
Debit card protections are covered by the Electronic Fund Transfer Act, which is nowhere near as consumer-friendly as regulations pertaining to fraud and credit cards.

This is exactly why I never pay with a debit card. When fraud occurs, if its on a credit card, its their money tied up, with a debit card, its mine. A few years ago, DW lost her debit card, and by the time we realized what happened, someone had charged over $600 before bank (TD Bank) started blocking the card. Long story short, it took over two weeks to get our money back into our checking account. Since then, debit cards are for ATM use only.

Re: Capital one has to be some of the dumbest people walking planet earth

CorpCrMgr1 — Wed, 07 Feb 2024 17:42:44 GMT

Totally agree. I had a similar issue.