Consumer complaint received 2019-08-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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 XXXX and XXXX XX/XX/2019 I received an email from Capital One saying that my new credit cards had shipped. I have two cards with the company so this made sense. I figured that the old cards had expired or there had been a security breach so they were issuing new cards. On XX/XX/2019 I received one of the cards that had been sent to me. It was XXXX XXXX and left unsecured on my front steps. I looked at the card and compared it to the one that it was supposed to replace. They had the same expiration date and card number which seemed odd. I had fraud on my Capital One accounts a few years ago so I called the number on the card to check the balance to make sure everything was ok. I rarely use either of my Capital One cards and had not used either one in several months so the balance should have been XXXX. The balance on that card was XXXX. I decided that since I was on the phone Id check the balance of my other card, which I had not yet received. It too should have been XXXX. It was several hundred dollars. I listened to a list of the most recent charges. All of them were from a day or two before at merchants near my house but places that I had never been to. I spoke with representative and they sent me to a fraud specialist. I explained what had happened. They informed me that they I was not responsible for the charges and that they would cancel both cards and send new cards and begin an investigation. 
After thinking about it for a few hours I realized what had happened. Someone had used my personal information, which I know had been leaked because of the fraud on my Capital One account years before, to order new cards. Since they had my personal information they also knew my address. They waited for the XXXX XXXX truck to drop off the first card and took it while I was at work and then immediately went out and started using it. The second card, which alerted me to the problem, arrived on a Saturday so I got to it first. 
I called back Capital One and explained to them what I thought had happened. They assured me that they would include the information in my file and give it to the investigators. I also asked them how we could prevent this from happening in the future since whomever stole my identity could pull the same trick again. They told me that they would make a note in my file that only calls from my cell phone would considered valid in the future. I hung up feeling like they were handling the situation and taking care of me. 
A few days later I received the card to replace the one that had been stole off of my front steps. But I never received the one to replace the other card which had also been cancel. Around XXXX XX/XX/2019 I called again and told the agent that I believed that someone was stealing the cards off of my front step and to cancel that card that I had never received and send a new one but this time not to XXXX XXXX   but just to mail it so that it would be placed safely into my mail slot. 
Around XXXX XX/XX/2019 I received my Capital One card bill for the card that had been stolen off of my steps second. I had a XXXX dollar charge on it that I had never made and Capital One had charged me XXXX dollars to XXXX  XXXX the card that had been stolen. I immediately called them up and explained the whole situation again. They told me that the XXXX dollar charge had been made on the card that I had never received and that card was cancelled and I was not liable for it. They also reversed the XXXX dollar expedition fee. Again I felt like they were taking care of the situation. 
On XXXX XX/XX/2019 I received a very cheerful voice message from XXXX who was an investigator with Capital One informing me that he had completed his investigation and to call him if he had any questions. I had already been assured that I was not liable for any of the fraudulent charges so I did not feel a need to call. 
On XXXX XX/XX/2019 I opened the Capital One app to check my credit card balance which I have been doing every few days since the fraudulent activity. It was much higher than I expected. I locked my card and called Capital One again. I called them from my work phone and expected them to require me to call them from my cell phone since they had told me that in the future that was how they would verify that it was me and not the person that stole my identity. They asked me some basic information that the identity thief knows and then verified that it was me. Clearly they had made no progress in securing my accounts from further fraud. The representative told me that the charges were not new but were old charges that had been put back on. I was then transferred to another representative. I told her the exact same information that I had told Capital One several times before. She then transferred me to XXXX who does investigations for Capital One. I was informed that since the card had a chip and that since the chip was used in the store that XXXX the first investigator had determined that I was lying and that the charges were not fraud and that I was liable for them. Again for the sixth or seventh time I explained the entire history of events. XXXX gave me her number and said that she would reopen the case with the new information. When I told her that I had been assured that to avoid future identity theft and fraud they would require me to call on my cell phone she told me that really would not work. When I asked how they would prevent the same thing from happening in the future she did not have an answer. 
In summary. Over two months after I reported the identity theft and fraud I am being told that they might try to hold be liable for the fraudulent charges and they still have not secured my accounts from future fraud.

Company response to consumer: Closed with explanation