Consumer complaint received 2022-11-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
To Whom it May Concern, This letter is in regards to possible fraudulent activity and extreme consumer negligence on the part of Capital One where I am the victim. For the remainder of this correspondence " we '' refers to myself and my fianc ', XXXX, who has my permission to be an integral part of this matter. I've had two Capital One credit cards, one being a Quicksilver Visa Platinum ( XXXX  ) activated in and maintained since XXXX, and the other being a XXXX XXXX ( XXXX  ) activated in and maintained since XXXX. Generally speaking there were no real issues with either card until XX/XX/XXXX. A payment of {$2000.00} was made to BOTH XXXX and XXXX  on XX/XX/XXXX. Though these payments totaling {$4000.00} cleared the bank as indicated on our personal bank statement, the XX/XX/XXXX Capital One statements for BOTH cards showed the {$2000.00} payment on each as a transaction described as " Payment Adjustment '', essentially reversing the credit back onto the balance due. When we discovered their mistake we called and they corrected it which shows on the XX/XX/XXXX statements for BOTH XXXX and XXXX. The true and actual balances due reflected the correction appropriately ... until the XX/XX/XXXX statements. On these statements Capital One inexplicably reversed the payments by listing them as a transaction AGAIN with the description " Rtn Electronic Phone Pmt ''. Only this time, the same " transaction '' showed twice, once showing the date XX/XX/XXXX and another showing the date XX/XX/XXXX. Obviously this was reflected in the XXXX statement balance due as an increase of {$4000.00} as if it were a purchase of that value. This error was not seen by me/us until XX/XX/XXXX as we were making a majority of the payments via phone and the balance due stated on the phone was not the same as the one showing on the statement. Once discovered, we again called Capital One to question this mistake and have it corrected ASAP. As a result of that phone call they mailed us a dispute form which we completed and promptly returned by mail. We had hoped this would prompt action. XX/XX/XXXX statement revealed an " attempt '' of a correction as they literally listed the {$2000.00} on XX/XX/XXXX as a " Direct Debit Payment AuthDate XXXX '' under the Payments category then again on the exact same day listed the {$2000.00} as a " Rtn Direct Debit Pmt '' under the transactions category. This strange give and take game they continued to play was repeated on XX/XX/XXXX which showed on the XX/XX/XXXX statement, again on XX/XX/XXXX and XXXX of XXXX which showed on the XX/XX/XXXX statement, and again on XX/XX/XXXX and XXXX of XXXX which showed ludicrously inaccurate amounts on the XX/XX/XXXX statement. The account was " charged off '' in XX/XX/XXXX yet both cards were actually still being paid on via phone and were in fact paid off ( by our accounting and according to pay by phone balance ) prior to the accounts being closed by Capital One. Personal bank statements have been obtained and DO confirm this fact. Several phone calls were made in an attempt to discuss this matter and to give them the opportunity to rectify these blatant miscalculations. My biggest concern was that this was likely a result of internal fraud as was discussed in our previous phone conversations with Capital One on several occasions over the months. During the XXXX Pandemic everyone seemed to be working remotely. Because we had mailed them a completed dispute form, it did not alarm us when someone contacted us representing themself as a Capital One employee from the fraud department working remotely from home. After a couple of phone conversations the communication switched to email as this employee was needing to contact other employees in order to resolve this problem and issue me new cards with new numbers per my demand. By this point, the matter had lingered uncorrected for far too long despite the effort we were making. We continued to reach out to Capital One with the sole intention of having someone care enough to actually take the time to look into it and see that the balances had actually been paid off. My patience was gone. I suspected then and still now that there was internal fraud. One of the phone calls I made to Capital One to get help with this was in XX/XX/XXXX and strangely enough I was not told about my card ( s ) being charged off. I told them we had been communicating with someone via email from their fraud department and that we were told that everything was getting straightened out. The response I got put me into a panic. I was told they do NOT communicate with customers through email so they didn't know who we had been talking to but that it couldn't have been the Capital One fraud department. Still, what happened to our dispute form we completed and mailed back to them in XX/XX/XXXX? 
Apparently they're currently under fire for personal information being hacked from their " secure '' system and it's not the first time. I printed off a list of past payments from my Capital One account online and found there to be multiple " payments '' made from financial institutions NOT associated with me at all! Where was Capital One 's security at? They represent themselves as safe and secure with their advertisements but they grossly failed with me. No red flags, no phone calls. No fraud alert letter was sent. They claimed they sent " friendly reminder '' letters but I never received any correspondence from them other than statements which ultimately showed different balance due amounts than was stated as the balance due when making a phone payment. 
We have bank statements, Capital One statements, and copies of emails that prove we were not only working to resolve this with Capital One but that we have in fact paid off both cards. My credit that I worked so hard to protect and improve has been affected by this. The stress and emotional toil from this nonsense has consumed me and plagues me daily. We acquired a name of the " go to '' in upper management for fraud and customer relations and have spoken to her assistant about the matter. No return phone calls from her demonstrates a lack of due diligence or concern to even investigate the matter much less care enough to correct it. 
Payments were made on time and, when able, modestly above the required minimum. This particular year the plan was to pay off all credit cards and prepare for purchasing a home. Needless to say, Capital One has gotten to big for their britches. I didn't deserve this negligence. I didn't deserve to not have my concerns validated or to not have this matter resolved. It's not a coincidence that my credit report shows all bills, cards, and loans being paid or having been paid off because I pay my bills. With that said, its not even almost logical that I would simply leave Capital One unpaid. 
Thank you for taking the time to read this letter. I need help in doing the right thing and I deserve to have this matter resolved to reflect the truth. Im certain Im not the only one this has happened to. Large companies have the capability to sweep their wrong doings under a rug by neglecting or ignoring consumers. Ive been ignored long enough. 
With gratitude, XXXX

Company response to consumer: Closed with explanation