Consumer complaint received 2020-03-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MO
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:
-On XX/XX/XXXX, I logged into my Capital One account and noticed a charge for {$890.00} from XXXX on XX/XX/XXXX. The last order I placed on XXXX  was in XX/XX/XXXX, so I knew this was fraudulent, especially with such a high amount. I immediately called Capital One to make them aware of the charge and report it as fraudulent. They closed the account and issued a new account to me. 
-In logging into XXXX, under Order History, there was an order placed on XXXX XXXX for 39 external backup battery power banks totalling {$89.00}, but it was in a CANCELED status. 
-On XX/XX/XXXX, I received a letter dated Mr. XXXX from Capital One stating that their fraud investigation was complete and that there was no indication of fraud and the charges would reflect on my next statement. 
-On XX/XX/XXXX, I called the Fraud Department at Capital One and spoke with XXXX XXXX He said that XXXX did respond to them indicating that the order was placed, but then cancelled and the refund was given in the form of 'XXXX XXXX '. He attempted to call XXXX to contact XXXX, but the phone recording told him that they are not taking phone calls at this time. I called the number too and received the same message. He advised to send a customer support message to request that the 'XXXX XXXX ' be removed and {$890.00} returned to the credit card. I told XXXX that IF I had placed the order and then changed my mind and cancelled, if the store policy is store credit, then that would be on me, however, I did not place the order, so can not be liable for the charges and do NOT want 'XXXX XXXX '. The last purchase I made in XXXX was for a bakers rolling pin, valued at approximately {$5.00}, so I have no intentions of placing {$900.00} worth of goods from this website. XXXX advised to call back once I received a response to my message. 
-On XX/XX/XXXX, I sent a customer support message requesting that the XXXX XXXX ' be refunded to my credit card due to a fraudulent order -- I provided the transaction number, the end of my credit card number, the date. 
-On XX/XX/XXXX, I received a generic " Due to company policy, we will not be able to remove the block from your account at this time. If you need assistance with any of your current orders, please provide the following : 1. Transaction #, 2. Name of Item, 3. A photo of the item if you have received it, 4. The issue you're having. Clearly, this response was NOT appropriate for my situation and did not address my request. 
-On XX/XX/XXXX, I sent another customer support message stating the same request, but again received the same response from a different XXXX responder stating they could not assist due to the block on my account. 
-On XX/XX/XXXX, I logged back into XXXX  and noticed that the profile information had been modified to a different name, there were items in the shopping cart that I did not put there, and under 'payment settings ' a shipping address in XXXX was listed! The account does not even appear in my name any longer! 
-On XX/XX/XXXX, I called Capital One 's fraud department and spoke with XXXX . He said that there was nothing he could do. He said that upon reaching out to XXXX initially, they confirmed that I authorized the transaction on XXXX XXXX and my personal information matched up and because of that, there was nothing else he could do. I asked if I could share the emails I had from XXXX  and he said no, as their investigation was complete. He repeated multiple times that I would have to contact XXXX or a third party to dispute further as Capital One is no longer pursuing anything. I argued that the phone line for XXXX  is not accepting calls and the customer support messaging center was not providing 'real human ' responses, but he said there was nothing further he could do. 

The {$890.00} is still showing on the account in XXXX XXXX, however, the account is no longer registered in my name and the shipping address belong to someone in XXXX. I have requested that XXXX take the 'XXXX XXXX ' and refund the credit card, but I have not been able to get in contact with anyone to understand and make the request. I also attempted to get customer support on my specific order and through the robotic chat was told that until I correct my payment issues, the order could not be reviewed. Upon clicking the 'payment issue ' button, I was brought to a page requesting an image of my bank statement showing the charge, which was another red flag.

Company response to consumer: Closed with explanation