Consumer complaint received 2019-09-22
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:
Beginning XX/XX/XXXX, a list of unauthorized transactions totaling {$9000.00} were charged and posted onto my statements without my consent nor my notification. When I called and addressed this alarming situation to Capital One, the representative apologized for the inconvenience and assured me I have nothing to worry about as Capital One stands firm for their {$0.00} Fraud Liability and that the transactions would be credited, without any doubt whatsoever, as the merchant also agreed to the fraudulent compromise leading to the closure of my account, on their behalf, for my security. I forwarded this important piece of documentation to Capital One, confirming the merchant 's acknowledgment. 

I wanted to be rest assured so I insisted by asking the representative once more, as a guarantee, that these charges would for sure be reversed with my account restored correctly and the representative once more confirmed to me, without a single doubt, that they would as their records show no identity confirmation was authenticated online by the unknown entity when the transactions had posted. The representative also informed me to keep a close eye out for each of my future transactions as that my account may have been compromised in the XX/XX/XXXX cyber incident where over XXXX XXXX credit card holders were affected in this breach. This alarmed me further but my account was credited on XX/XX/XXXX for the amount of {$9000.00} after a thorough review and confirmation that the transactions were indeed fraudulent. 

Fast forward to XX/XX/XXXX and I noticed that not only did the fraudulent transactions totaling {$9000.00} get re-posted onto my account, but that my Capital One account got closed due to a breach in terms having to do with my payments " bouncing '', which was absolutely false and never occurred in all my thorough research, and surpassing the given credit limit which was also false and incorrect because when the fraudulent transactions were credited, I was able to then make my authorized charges. After my authorized charges successfully posted, which occurred before XX/XX/XXXX, Capital One then re-posted the fraudulent transactions, after they had already confirmed, with a guarantee, that an unknown entity had compromised my card details online, on XX/XX/XXXX which was on top of my authorized transactions, therefore, surpassing my given {$10000.00} credit limit and giving the notion that my payments were " bouncing '' which was never supposed to happen in the first place as the unauthorized transactions were confirmed fraudulent already when the account was adjusted a month later from my initial call. This unforeseen occurrence gave Capital One the justification that I breached their terms, being incorrect and invalid, which then justified their decision of closing my account. 

One disappointment leading to another, especially with the alarming possibility that my account may have been apart of the cyber breach, has left me frustrated and quite alarmed with constant anxiety about my security. I would never expect such a mistake on Capital One 's behalf as they were my most favorite credit card to work with and not a single doubt went through my mind about my security with them as my public profile picture is uploaded, to this date, onto my account.

Company response to consumer: Closed with explanation