Consumer complaint received 2020-12-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On approximately XX/XX/2020 I received an email from my credit issuer, Capital One, that my card had been " added to XXXX XXXX ''. Considering I DID NOT do this or authorize this, I immediately that afternoon called and questioned this. Pulling up my account online I noticed a small amount in the pending transactions list for under {$2.00}, which I also disputed. The female agent I spoke to agreed to " stop the charges '' and issue me a new credit card, and I filed an official claim. But before my card could be shut down, or perhaps it was already in the process, two additional larger charges in the amounts of {$380.00} and {$720.00} had been placed on my account. Upon seeing those charges I once again called and immediately raised concerns. I DID NOT make these charges to a website called " XXXX XXXX '' and I am NOT going to be held responsible for fraud committed in my name. I also contacted the credit reporting agencies and froze my credit, fearing I had been the victim of a larger scope identity theft. Upon talking to Capital One, once again I was assured that the charges would not be put on my account, however, that has been proven to be an outright lie. I have since called three additional times to check on the status of my fraud claim, and am given a different run around story each and every time. It has been nearly three months of " investigation '' and still the charges are on my account, interest is being accrued, and my credit is being tainted for charges I DID NOT MAKE and properly and immediately disputed. I even requested on one call to close my account because I was upset over how this was NOT being taken care of and was told that was not advisable while the " investigation '' was underway. I have been advised to basically keep paying my minimum monthly payments and shut my mouth while they " investigate '', or my credit would be affected by my refusal to make payments ( on a balance I do not owe ). I want this resolved as soon as possible, and I am confident I am well within my rights as a credit holder to expect satisfaction in this matter-at least more than being told in so many words " shut up and keep paying while we investigate ''. I asked to speak to a manager and was told very rudely that the " gentleman '' I was speaking to was a manager and I would be dealing with him and him only-there was no " higher up '' to talk to to acquire satisfaction in the matter. He went on to say that he and his mother had been the victims of ID theft, and had the attitude of " it happens all the time '' and it was not a big deal that would be resolved if I was proven to not have made the charges. I don't find his story comforting, nor do I find it comforting that an agent of a credit card company having such a careless and insensitive attitude towards the notion of possible ID theft, and at the least fraud. I demand at this point that SOMEONE at this so called credit company take this matter seriously. I do not want to hear feel good stories of your mother 's resolution of her ID theft, or that your company " stands by your customers 100 % ''. I WANT ACTION, and I want this credit card company to be an ethical entity and true to their " business motto ''. I do not appreciate my credit history that I have worked hard to improve and my good name being affected while this credit card company " investigates ''. I have ZERO confidence at this point that Capital One will be true to their word and take these fraud charges off my account, and I am willing to take this to whomever it takes to get this resolved. This is illegal and highly unethical on their behalf as a " customer service '' agency. The notion that they are a " customer oriented '' agency is an absolute JOKE and I will be fighting this until it is resolved. I will not shut up and pay something I don't owe, and I will not be a victim of Capital One 's unethical business practices.

Company response to consumer: Closed with explanation