Consumer complaint received 2022-04-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
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:
I received a call from a fraudulent person claiming to be Capital One on XX/XX/XXXX at XXXX from XXXX. When you XXXX this number, a blank Capital One website is the first link to appear and shows it is under " Small Business contact us. '' This fraudulent caller said they were from Capital One and noticed two suspicious charges made to my credit account from two well-known corporate merchants. I declined making those charges and the caller said that Capital One would send a new credit card within 1-3 business days. The caller then said for security purposes I would need to verbally confirm the last four digits of my SSN, my home address, and my date of birth. The caller had all this information before I verified this information and I refrained from providing any details without first having it verified by the caller. All the information the caller provided was correct. Then, the caller said I would need to say the 6-digit pin number that was sent on my phone via text message while I was still on the phone with the text message coming from a number " XXXX '' at XXXX on XX/XX/XXXX. After verbally verifying the code, the caller reassured me that the new credit card would be in the mail and I would receive it in 1-3 business days and hung up. 

On XX/XX/XXXX at XXXX I received a text message from the number " XXXX '' stating " Capital One Alert : Suspicious activity detected on XXXX card ending in [ XXXX ]. Account transaction are protected to protect you. Call XXXX for help. '' Then, I called Capital One and told them what happened ( see description above ). The representative at Capital One said the person who called was not from Capital One and I need to renew my credit card number. I received a text message from " XXXX '' stating " Hi -- it's Capital One. We need to verify its you. Complete your secure ID capture verification at the following link : [ hyperlink ]. '' I completed the verification and received a new credit card in 3-5 business days. 

On XX/XX/XXXX I received a charge on my Capital One account for Costco for {$1300.00} from the warehouse at XXXXXXXX XXXX XXXX XXXX XXXX, XXXX XXXX, OH XXXX. I called Capital One and explained the fraudulent charge on XX/XX/XXXX and Capital One provided a Purchase Adjustment of + {$1300.00} on XX/XX/XXXX. Then, on XX/XX/XXXX Capital One added back the charge of {$1300.00} and did an adjustment of + {$1300.00} on the same day. On XX/XX/XXXX, Capital One added back the charge of {$1300.00}, and I called them on XX/XX/XXXX at XXXX, and Capital One said they finished their investigation into fraud and because the purchase was made using a " tap to pay '' mobile device at the physical store location, they were unable to process the charge as fraud. Instead, they would need to dispute the charge with the merchant ( ie, Costco ). On XX/XX/XXXX, XXXX added a Purchase Adjustment of + {$1300.00} on my account. 

On XX/XX/XXXX, Capital One added back the charge of {$1300.00} to my account that was my responsibility to pay. On XX/XX/XXXX I called Capital One at XXXX EST to ask about the charge being added back to my account. Capital One said that Costco rejected the charge dispute and marked it as an " Invalid Dispute '' with Reason Code XXXX. Costco wrote into the report " fraudulent account. This member signed up on XX/XX/XXXX online under the name XXXX XXXX. However, some how the membership is under the name XXXX XXXX. paid w/ phone tap to pay so can't verify funds. the account was set up online fraudulently '' and provided still frames of video taken of the person making the fraudulent purchase. 

I called the Costco warehouse at XX/XX/XXXX at XXXX EST and spoke to the audit manager and she said she would look into my case and let me know what they find. I didn't hear anything for a week, so I called Costco again at XX/XX/XXXX and they told me they could not help resolve the issue according to their corporate office policy. I filed a police report on XX/XX/XXXX.

Company response to consumer: Closed with explanation