Consumer complaint received 2023-08-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
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:
XX/XX/XXXX. I received a voicemail from XXXXXXXX XXXX stating that someone tried to get into my account but couldn't because they failed answer the security questions. I did not get a similar notification of suspicious activity from Capital One. But when I checked my Capital One Credit card ending XXXX, I saw that on XX/XX/XXXX there were 5 fraudulent charges and one legitimate charge. 

I contacted Capital One immediately and opened Case # XXXX. Reference # XXXX. I explained that the only legitimate charge from that date was {$5.00} for XXXX XXXX XXXX. They asked me to email them my soc security card, drivers license, and proof of address so they could verify my identity via a secure link and said they would call me back when I was approved. 

XX/XX/XXXX. I mailed in a payment from my last billing cycle for {$2200.00} which was credited on XX/XX/XXXX. This payment, and the charge on XX/XX/XXXX for {$5.00} are the last and only legitimate transactions I have had with Capital One. All other debits, deposits, fees, or other transactions on card ending XXXX, card ending XXXX, card ending XXXX, and card ending XXXX are fraudulent. 

XX/XX/XXXX, around XXXX, got a call from Capital One. She said they approved the documents I sent, cancelled the card ending XXXX and were mailing me a new card which would end in XXXX. I NEVER RECEIVED THE CARD ENDING XXXX, but according to my Capital One Statement someone in XXXX XXXX was already using it ( total {$69.00} ) on XX/XX/XXXX. 

XX/XX/XXXX. Voicemail from Capital One XXXX XXXX on a recorded Please give us a call at XXXX. I tried to log in to check my account online, but it was blocked. I was told the Account Security dept was closed for the weekend. 

XX/XX/XXXX. I was finally able to reach Capital One account security department Monday morning, at XXXX. They said that on XX/XX/XXXX my savings account ending XXXX was compromised - someone had tried to add another phone number. They said I would get a new savings account in 3-5 business days, but I will need to call them to get the new account number. Reference # XXXX and XXXX. 

XX/XX/XXXX. I reached Capital One again at XXXX ( case # XXXX, ref # XXXX ). The agent said that the card ending XXXX had been compromised. Capital One had another cell phone number that was not mine and also a different mailing address that was not mine, and they were deleting those from my account. 

They said they were sending me a new card ending in XXXX that would arrive in my XXXX XXXX XXXX 4 to 6 business days. I NEVER RECEIVED THE CARD ENDING XXXX but apparently someone in XXXX XXXX was immediately racking up numerous transactions ( total {$3000.00} ) on XXXX XXXX. 

XX/XX/XXXX. Received an email from Capital One saying they noticed unusual activity on my savings account ending XXXX and to call them. They said someone called them from Texas and was trying to change my phone number. The Capital One agent asked me four times if I only had one phone number on the account. I repeated : only one number XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX 

XX/XX/XXXX. Talked to Capital One Savings again, they said my savings account is locked until they can resolve credit card concerns. 
XX/XX/XXXX. Then I talked to Capital One credit card department again to say I could not log in to Capital One even though they said the account was clear and there were no restrictions on card ending XXXX ( which I never received ). But they detected unusual activity, and they need to re-validate my identity ( case number XXXX ). They asked you to re-send all the documents they had already approved and once they are approved again an agent will call me back. 

XX/XX/XXXX. I got a call back from XXXX ( employee ID # XXXX ) from the Credit Card Security Fraud Resolution Team. He said that cash advances were made in XXXX XXXX, and they had an erroneous phone number for me with an area code of XXXX, which is located in Texas. He said that a new card ending XXXX will be sent to me by XXXX  to my home at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX The new card arrived on XX/XX/XXXX and I activated it on XX/XX/XXXX. 

XX/XX/XXXX. I received a hard copy letter from Capital One referring to case # XXXX. It says they launched an investigation ( attached ). The letter concludes insufficient evidence of fraud, youre responsible for the charges listed. These charges all occurred in Texas XXXX XXXX and charged to card ending XXXX, which I never received. There is abundant evidence that the hacker is operating from XXXX XXXX ( see notes from XX/XX/XXXX above ). Furthermore, I have proof from my Chase Debit Card that I was in XXXX XXXX, and XXXX XXXX, Washington XXXX on XXXX XXXX, which can be provided on request, In summary, the only valid transactions in this XX/XX/XXXX billing cycle are listed in the attached table. All other debits, deposits, fees, or other transactions pertaining to card ending XXXX, card ending XXXX, card ending XXXX, and card ending XXXX are fraudulent. 

On Thursday XX/XX/XXXX, I mailed check # XXXX for {$2700.00}, my actual total due by XX/XX/XXXX for this billing cycle ( XXXX XXXX XXXX ). Since I have not used the Capital One credit card since the last legitimate transaction ( {$5.00} on XXXX ) my current balance should now be {$0.00}. Note at the bottom of the table that XXXX cancelled my rental car on XX/XX/XXXX, but as of XX/XX/XXXX Capital One had not refunded this amount to my account. 

The statement for this billing cycle is attached below. I am hoping the CFPB can 1 ) Analyze the statement to distinguish all legitimate charges as shown in the table below, from all the rest of the charges and get Capital One to confirm my balance should now be {$0.00}. No additional charges or fees.

2 ) Make Capital One unlock my savings account, so I can close it and move it to a different bank who is able to detect, track, and correct fraudulent activities. 

NOTE, the spreadsheet titled Capital One XXXX XXXX listing legitimate charges did not open below. So here is a pasted version of the information : Transaction Date Description Amount NOTES XXXX PAYMENT {$2200.00} legitimate payment to credit card ending XXXX for total balance due on previous billing cycle ( XXXX XXXX ) due XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX {$24.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$29.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$24.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$19.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$12.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$61.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$5.00} legitimate charge to XXXX XXXX XXXX XXXX {$6.00} legitimate charge to XXXX XXXX XXXX XXXX {$18.00} legitimate charge to XXXX XXXX XXXX  {$18.00} legitimate charge to XXXX XXXX XXXX XXXX  {$54.00} legitimate charge to XXXX XXXX XXXX XXXX {$210.00} legitimate charge to XXXX XXXX XXXX Grocery Store {$7.00} legitimate charge to XXXX XXXX XXXX Grocery Store {$1.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$19.00} legitimate charge to XXXX XXXX XXXX XXXX {$9.00} legitimate charge to XXXX XXXX XXXX XXXX {$3.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$8.00} XXXX XXXX XXXX XXXX XXXX XXXX {$88.00} legitimate charge to XXXX XXXX XXXX {$73.00} legitimate charge to XXXX XXXX XXXX {$73.00} legitimate charge to XXXX XXXX XXXX {$88.00} legitimate charge to XXXX XXXX XXXX {$790.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$20.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$15.00} legitimate charge to XXXX XXXX XXXX {$33.00} legitimate charge to XXXX XXXX XXXX {$24.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX XXXX {$21.00} legitimate charge to XXXX XXXXXXXX XXXX XXXX XXXX {$19.00} legitimate charge to XXXX XXXX XXXX XXXX {$12.00} legitimate charge XXXX XXXX XXXX XXXX XXXX XXXX {$75.00} legitimate charge to XXXX XXXX XXXX XXXX {$130.00} legitimate charge to XXXX XXXXXXXX XXXX XXXX XXXX {$59.00} legitimate charge to XXXX XXXX XXXX at XXXX XXXX {$130.00} legitimate charge to XXXX XXXX XXXX XXXX {$47.00} legitimate charge to XXXX XXXX XXXX {$500.00} legitimate charge to XXXX XXXX XXXX {$25.00} legitimate charge to XXXX XXXX XXXX {$510.00} was cancelled by vendor due to credit card dispute. They said " XXXX will refund this amount to Capital One '' XXXX XXXX XXXX XXXX {$5.00} Last legitimate charge in this billing cycle XXXX legitimate TOTAL due this billing cycle {$2700.00} Would have been {$3300.00} if not for XXXX refund. 
Check # XXXX mailed to Capital One to cover all legitimate transactions in this billing cycle. 
Balance should now be XXXX because I did not use the cards after the {$5.00} transaction on XX/XX/XXXX.

Company response to consumer: Closed with monetary relief