Consumer complaint received 2023-11-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: HI
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:
A fraudulent charge for {$200.00} was charged to my Capital One credit card on XXXX XXXX XXXX. My husband ( accountholder ) called to report it and cancel the card that day. The charge was removed, then placed back on the account the next day. I received a letter stating it was because " insufficient evidence of fraud ''. 

Since the XXXX of XXXX I have called Captial One XXXX times to reopen this investigation and provide information. Each time I call I am given different information on the evidence I need to provide, the process, and the timeline. 

They were not able to help me on the XXXX ( XXXX calls ) because they could not find my information. 

On XXXX XXXX, I was told I needed just a police report number to reopen the investigation. I filed a police report and on XXXX XXXX, was given the police report number I needed from the XXXX Police Department. 

I called on XXXX XXXX with this information. I was then told I needed several pieces of information ( after being on the call for XXXX minutes ). I called the detective and retrieved the information. He stated Capital One usually calls him to verify. Then called Capital One back with my information. I was then told I needed to submit a copy of the police report ( new information ). I explained that police report in Hawaii are not given out until an investigation is closed and only given out in-person, not electronic. The fraud XXXX stated he would note that and I should hear back in XXXX business days. 

My latest calls, XXXX XXXX - XXXX business days later, I was hung up on ( after XXXX minutes ) by the first fraud XXXX I spoke to. The second fraud XXXX actually called the detective and police station. When I asked why this was not done on XXXX XXXX, she had no answer. I asked her to provide me with evidence that Captial One is doing it's due diligence in investigating my case. She said not only could she not provide me with any information ( all internal ) but she ( or another Capital One representative ) also would not contact me if there were any questions or resolution on the investigation as they " have no way to communicate with the cardholder externally ''. 

Capital One is not doing its due diligence nor following it's own procedures in this case. On it's website, Captial One states " The letter we send you should provide information on what steps are still available to you if you're dissatisfied with the dispute resolution. The letter will list the additional documentation youll need to continue your dispute and how to submit that documentation to us via fax, mail or a secure link. '' No additional information was sent in the letter other than " insufficient evidence of fraud ''. 

I understand they have 90 days to resolve this dispute, but I am concerned that they are purposefully trying to make this process difficult ( no information in letters, hanging up on me, not finding me in the system, and refusing to communicate information ) in order to profit off my fraudulent situation.

Company response to consumer: Closed with monetary relief