Consumer complaint received 2022-11-28
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:
We are in need of your help with getting some fraudulent charges reversed from our Capital one Credit Card account!! Is there a way to steal Credit Card info online or from a gas pump terminal to make in-person purchases without the physical credit card? If so, that is exactly what happened to us!! 

On Sunday XX/XX/XXXX, somehow someone was able to gain access to my and my wife 's credit card information to make XXXX physical purchases WITHOUT our actual credit cards in hand totaling $ XXXX in just a few hours. We had our physical credit cards in our possession the entire time these purchases were made. The purchases were made at a XXXX XXXX XXXX, XXXX XXXX, Gas station, Cigarettes shop, XXXX XXXX, XXXX XXXX, and a XXXX XXXX  All of these purchases were made in person by somebody who may have gotten my/our credit card information from a credit card scanner at a gas pump that I visited on Friday, XX/XX/XXXX. I went to a XXXX that I do not normally visit, so that is the only way that I can think that someone was able to get our information to make these purchases in person unless they were able to steal it online? 

I called my CC Capital One XXXX to report the fraud on Sunday as soon as I received a text message from them asking to verify the XXXX XXXX XXXX At that time I looked at the account and saw all of the other fraudulent purchases made on the same day. The charge for XXXX XXXX  appeared as I was on the phone with Capital One! The representative initiated the investigation and a few days later, adjustments for all of the XXXX fraudulent charges were reversed. 

But then on Monday XX/XX/XXXX, something extra freaky happened!! XXXX of the charges ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) totalling about {$600.00} were added back. I noticed this when checking my recent transactions early during the week, and found time to investigate this morning. When I called the main number, I was transferred to XXXX in the fraud department ( XXXX XXXX ) and she basically told me that since we reported that our physical cards were physically with us, there was no other way for someone else to make the purchases, so now we are responsible for at least these XXXX charges! The remaining XXXX charges are still being investigated but since all reported charges were made the same way, I suspect there's a chance that we'll get the same outcome for those as well. 

We do not shop at XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, or smoke cigarettes. All but XXXX of the gas station purchases were made in XXXX or XXXX XXXX and we live in XXXX XXXX. The purchases do not reflect our normal spending habits in terms of amount or location. We are excellent CC customers as well and always pay off our entire balance each month. I'm feeling very vulnerable here not knowing exactly how this happened and concerned that it could happen again.

Company response to consumer: Closed with monetary relief