Consumer complaint received 2023-09-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
Product: Credit 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 XX/XX/XXXX, I woke up to 130+ transactions totaling to over {$2500.00} appearing in the XXXX XXXX  ( App by XXXX for XXXX XXXX XXXX for my XXXX account that I did not recognize or authorize. XXXX features a payment service called XXXX XXXX that allows users to send money to other users on XXXX. My belief is that someone logged into my account and used it to send money to accounts I did not recognize. The manner in which someone was able to do this is not known to me. What I do know is that I did not authorize or make any of these transactions. 

The transactions were sent to three different XXXX accounts, all which appear to have since been deleted or deactivated from the XXXX platform. The names that appeared on the accounts that money was sent to were " XXXX XXXX '', " XXXX XXXX '', and " XXXX XXXX ''. Again, I do not recognize these accounts and did not authorize any transactions through XXXX pay to these accounts. In fact, I did not make any XXXX XXXX transactions on XX/XX/XXXX. 

The unauthorized payments charged 4 payments options which were behind a XXXX account that I had linked to XXXX XXXX Of these 4 payments options, 2 of them were capital one credit cards- a Savor card and a XXXX card. On XX/XX/XXXX, I filed a fraud claim for all of the above mentioned unauthorized transactions charged from XXXX through XXXX onto these 2 Capital one Cards. They changed my card numbers and summitted 2 fraud cases ( one per account ) for me covering all of the unauthorized transactions. 

Today, XX/XX/XXXX, I have received notification from capital one that both of my fraud claims have been denied due to " insufficient evidence ''. The reason stated for both denials is that the " Information we discovered leads us to believe you or another account user benefitted from the transactions. '' This is absolutely false. These transactions were not made by me, the sole user of my account. I do not share my account with anyone else nor have I revealed or given my password to my XXXX account to anyone else I know. Again, I did not recognize any of these transactions. I do not have a lot of tools at my disposable to provide additional evidence of this, but I suspect XXXX ( XXXX ) would be able to provide some. Unfortunately, despite repeated attempts to get in touch with XXXX, I have been unable to receive any support. As suggested by a Capital one agent, I filed a police report for this fraud with my local sheriff 's office on XX/XX/XXXX. 

I feel that I have exhausted my options as a consumer and have honestly lost faith in systems that I felt had safeguards to protect me from fraud. I feel this was pretty candidly fraud and unfortunately, it seems capital one does not agree. 

Below is a list of the unauthorized transactions that were made to the two capital one Cards : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation