Consumer complaint received 2023-07-10
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VT
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/2023 XXXX charges were made to my Capitol One credit card, while I was at work. I received a text alert by Capitol One asking if I had made the charges and I sent a text response of no and then called Capitol One to report the fraudulent charges. The fist charge was {$870.00} at an online company XXXX XXXX XXXX XXXX  and the second charge was for {$180.00} at XXXX XXXX XXXX XXXX XXXX XXXX. The Representative for Capitol One reassured me and we canceled my credit card and I was issued a new credit card. I received an email also reassuring me and documenting the fraudulent report. The next day Monday XX/XX/2033, I called Capital One because both charges had posted and XX/XX/XXXX was a Sunday and I wanted to follow up. The Capitol One representative told me that credits were issued and that they would investigate the report. At no time did the representative inform me that the charges were considered legitimate. That same day of XX/XX/XXXX, my email inbox was flooded with around XXXX emails subscribing my email to numerous companies, a lot of them foreign and in languages that I could not read. This was clearly a hacking job, identity theft situation. At no time was I contacted by Capital One to inform me that they considered both charges legitimate. I found out that I was re-charged because I went online evening of XX/XX/2023 to pay my bill and discovered my balance was much higher than anticipated, I immediately called Capital One and was informed by XXXX representatives, XXXX a Supervisor, that because my email, home address and phone number associated with my account was used, tracking numbers were issued and packages have been delivered to my address, they considered the charges to be legitimate. I told the Representative that I called the day they were made XX/XX/2023 because my information was stolen and that I did not make those charges. The Representative essentially stated Capital One declared that I was lying, the Merchant held the power and that I had to now prove that the charges were false. At no time since XX/XX/XXXX was I told this. I never received any correspondence from either online Merchant ( XXXX or XXXX  ) regarding order numbers, records, shipping information, accounts or any other information because they are obviously fraudulent charges and accounts made. Neither company has a phone number or address associated with the information that I obtained through Capital One. Capital One told me to email the company. Had I been made aware I might have been ably to follow up with the company. I have filed an Identity Theft Report, a claim with the XXXX and now this claim to follow up. I dont understand why Capital One XXXX did not protect me from identity theft and these fraudulent charges the very day that they were made and discovered. This is a crime and I am a victim. I will also be filing a police report with my local branch.

Company response to consumer: Closed with explanation