Consumer complaint received 2023-08-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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:
RE : Fraud and dispute of charges Case XXXX XXXX XXXX XXXX XXXX, I was reviewing my Capital One checking account statements, and noticed an ATM Withdrawal from XX/XX/XXXX for {$110.00} plus {$3.00} fee. 

It immediately caught my eye because WE DONT USE ATMs. There was no way to identify the location other than XXXX, where we live. 

I then went to look at past statements and found additional ATM Withdrawals, all in XXXX except for one in XXXX, WHERE I HAVE NEVER BEEN. 

I contacted Capital One in XXXX ; you cancelled my previous card ( ending in XXXX ) and sent me a new one, crediting my account for the 5 ATM withdrawals that I DID NOT MAKE. I received the new card ( ending in XXXX ) and activated it on XX/XX/XXXX. I have it in my possession and have cut up the old card. 

Today I was contacted via email that the credit is being reversed because your investigation showed that a chip card was used in these locations. How could my card have been used in XXXX, where IVE NEVER BEEN. 

Please review these facts : 1. Again, we dont use ATMs. I cant remember the last time I used one, except twice in XXXX when we were OUT OF THE COUNTRY in XXXX. 
2. My husband is a XXXX  who gets paid in cash ; we always have cash in the house. 
XXXX. I use my XXXX XXXX 90 % of the time, and use Capital One when XXXX isnt accepted. But its always a DEBIT not a WITHDRAWAL. 
XXXX. The only time I take money out is AT A STORE, when purchasing something, I might also ask for Cash Back in small amounts, like {$20.00}. 
XXXX. I am a good customer of Capital One ; I have friends who work there. I have sufficient funds in my account and have no reason to falsify or take the time to argue and fight these withdrawals. BUT WE DID NOT MAKE THEM. 

I dont understand how these things work but I DID NOT MAKE THESE WITHDRAWALS and REQUEST TO APPEAL THIS DECISION. 

As for the specific ATM withdrawals, which I am guilty of not noticing before XXXX : XXXX. XX/XX/XXXX {$60.00} + {$3.00} fee Location XXXX XXXX in XXXX I was not there on that day and can prove that with family and friends who were with me that day. 

XXXX. XX/XX/XXXX {$120.00} + {$3.00} XXXX XXXX XXXX in XXXX, a XXXX XXXX of where I live, where I have NEVER BEEN, with a company I DONT KNOW. 

XXXX. XX/XX/XXXX {$70.00} + {$3.00} XXXX XXXX in XXXX, a location I recognize where I have shopped but where Ive NEVER USED AN ATM XXXX. XX/XX/XXXX {$70.00} + {$3.00} XXXX XXXX XXXX XXXX a very seedy and questionable motel where I HAVE NEVER BEEN. I do shop at a retail establishment located at XXXX XXXX XXXX XXXX, and use my debit card there, but NOT AT AN ATM XXXX. XX/XX/XXXX {$110.00} + {$3.00} XXXX is only identified as XXXX, and I was told no one can identify it, other than it being in XXXX. 

I sent all of this information to appeal their decision on XX/XX/XXXX. Investigations team said they do not accept the appeal, as of today, XX/XX/XXXX, although I have not received the formal response yet. 

I dont know how this happened, but I am NOT trying to cheat Capital One out of money by claiming fraud for {$440.00}.

Company response to consumer: Closed with monetary relief