Consumer complaint received 2022-04-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: ME
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: Card was charged for something you did not purchase with the card

Complaint:
My wife 's ( XXXX XXXX purse was stolen from a rental car in XXXX XXXX, CA, while we were on vacation. We contacted Capital One Bank at the number on the back of XXXX 's card within hours of the purse being stolen. We gave them all the information. They wanted a copy of my wife 's credit card ( stolen w purse ), a utility bill ( we live in Maine & we were in California ), and a copy of my wife 's social security card ( also in Maine ). They inquired about some purchases made on the card and we told them they were not ours. When we returned to Maine, we sent the required documents as soon as my wife got her replacement driver 's license. They responded that they could not accept a XXXX XXXX bill as a utility bill. We explained that that was the only utility bill in XXXX 's name. They wanted a copy of our bank statement, which we refused to give them as we did not want them to have any more information about our finances. We then changed the electric account to her name, but a bill would not be sent for another month. However, the electric company sent a letter to us to give to Capital One that showed XXXX to be the account holder, and assured me they had done this many times and it was accepted as proof of account holder. We sent that to Capital One, and they refused it, saying it had to be an actual utility bill. 
I have to admit that at that point, months after they had been notified and all the above happened, I refused to send anything else. I sent a letter to 3 addresses I was given by Capital One personnel for the corporate office to get involved ( letter available upon request ). I have USPS tracking proof that they were delivered. There has been no response since XXXX. 
We then called again, talked with a manager who said there was nothng that could be done. I asked for the name and number of the legal department or anyone outside the fraud department, we were told that no one could talk about the case because it was marked " restricted '', and that she could not give me the name/number or be transferred to any one else.

We are at a loss. We reported the theft of at least 5 other credit & debit cards at the same time as the Capital One and all were replaced within 2 weeks. We think this is highly outrageous behavior. We paid all the actual charges we did make to the card, and the interest we accrued on them AND the fraudulent charges, thinking this would end this farce. I even included a letter with the last payment and told them what I was doing, showed them the figures I used, and told them we were not sending any more money. Capital One has continued to send us bills with interest accruing on the fraudulent charges and the interest accrued on the unpaid statements. They have increased the number of emails to remind us of the overdue bills, and offered to set-up a payment plan. I hav not checked to see what the bank has done to our credit rating, but I am worried about that as well. 
We are at a loss as to what to do next. Please intervene on our behalf.

Company response to consumer: Closed with explanation