Consumer complaint received 2022-03-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
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:
On XX/XX/XXXX, my XXXX account was hacked and the credit card information stored on there was used to make XXXX fraudulent purchases of {$960.00}, {$850.00}, {$60.00}, and {$33.00}. After calling XXXX and Capital One to report the fraud, the latter XXXX charges were resolved and my account was given adjustments to balance out the charges. For some reason or another, Capital One refused to recognize the {$960.00} charge as fraud and they have continued to push back despite XXXX giving me documentation confirming the hacking and that the IP address did not match the one I normally log in with ( they had me give Capital One the reference number : XXXX ). 

I was notified of these purchases in the late evening of XX/XX/XXXX, sometime around XXXX pm when I parked in my garage and looked at my phone to see the notifications from Capital One of the purchases. I checked my email inbox as well to see an email from XXXX notifying me that my account had been accessed from an Android phone 's XXXX app ( I don't have an XXXX app, nor do I own an Android - XXXX later notified me that an IP address from Texas had accessed my account that day - I live in NY state ). I tried to get into my XXXX account but my password and phone number attached to the account had been changed. Oddly enough, my address remained unchanged and all XXXX purchases were set to ship to my home. When I called XXXX and reported my hacked account, they helped me get access back and tried to contact the sellers to cancel all the transactions. XXXX has also provided written confirmation that my account was hacked and those purchases with my card were unauthorized ( see attachments ). Despite this, Capital One still insists that this single purchase made from the collective fraudulent use is NOT fraud. Fraud managers that I've spoken to on the phone have given me a different reason every time I've called ; the most recent being that my IP was a match ( which XXXX later clarifies it does not with that reference number ). 

To further support my case, I have attached images below from my XXXX account displaying the {$960.00} purchase ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ), as well as the {$850.00} purchase ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) as they are not only extremely large purchases, but both are from the same seller, XXXX, an XXXX account with a join date of XX/XX/XXXX, and which is no longer a registered user after I reported them to XXXX following my initial report of my hacked account on the XXXX. I have strong suspicions this was the person that originally hacked my account. 

These purchases were made by an unknown party who gained fraudulent access to my XXXX account and my credit card information stored there. It should be noted that I have not received either item from XXXX despite the XXXX data. If the {$850.00} purchase ( as with the {$60.00} and the {$33.00} purchases ) was found as fraud, which was made the same day, by the same IP address as the {$960.00} purchase, then the {$960.00} purchase should also clearly be found to be fraudulent as well. I have also attached an image of the email I received on XX/XX/XXXX from XXXX that alerted me to someone accessing my account from an unauthorized source ( it refers to an Android app, which I do not own ) ; please note the XXXX minute period between this unauthorized sign in and the purchases referenced above. On the XXXX tracking images, you'll also notice my house address is absent in the data despite my village and state being correct. 

I have had a Capital Credit card for nearly a decade and have had been in good standing with no previous claims of fraud. I am at a loss as to why Capital One is pushing back on clear evidence of fraud, especially given as this purchase was XXXX of XXXX with the other XXXX being found as fraud. Nothing I have said over the phone seems to have been taken into account, even when speaking to a fraud manager.

Company response to consumer: Closed with monetary relief