Consumer complaint received 2019-06-25
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
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:
I experienced suspicious activity indicating someone was either trying to reset my Capital One online account. This occurred on XX/XX/XXXX. I called Capitol One the night of XX/XX/XXXX to have both my accounts frozen or cancel due t suspicious activity with my account. I informed the Capital One representative that i have two accounts, a bank account and a Credit Card account .According to Capital one my call to them was made at XXXX XXXX, alerting them about the suspicious activity. The next morning on the XXXX I noticed there were charges after i called the night before, so i went ahead and called Capital One to find out what had happened. After Letting them know about my call the night before in regards to suspicious activity I would expect that the card would no longer be usable. 
According to Capital One the first purchase was made on XX/XX/XXXX after XXXX at a XXXX XXXX. When i initially called capital One it was from a landmine phone which would establish a location completely far away from the the location of the initial purchase on my card the night of the purchase at XXXX XXXX. There is no way i could be in both places at the same time or even make it to the location of the XXXX XXXX purchase. Despite calling for the 2nd time in regards of the fraudulent activity clearly happening at the time, there were purchases being made up on to the XXXX of XXXX. So there was fraudulent activity/ purchases being made on my card from XX/XX/XXXX until XX/XX/XXXX. 

Every Charge/purchase form XX/XX/XXXX through the XXXX all have Merchant locations which i assume have cameras. I am Stating clearly now that not a single purchase made on the XXXX through the XXXX was made by me. Since XX/XX/XXXX i have received mail from different Bank institutes informing me about New accounts trying to be opened. I have forwarded all this information such as the letters from the bank, the on-going issue with capital One with the XXXX Detective handling my claim. 

Capital one has disregarded these facts. I was even informed that i didn't place a call to alert them simply because i didn't initially call specifically the Credit Card department but instead the night of XX/XX/XXXX i called the banking side. I did call them banking side explaining i had two accounts. They were aware of me having two accounts and the need to freeze both. The Fraud department claims they dont have any call placed from me, but the banking side can attest to me calling the night of The XXXX informing them about the suspicious activity. Such information for the sake of a Investigation on behalf of Capital One should be available amongst staff and all departments of the same company. They would neither provide me with any way to relay this to the fraud department to establish that I did call. 

How is it that one department can establish that i did call but cant forward that information to the next department? When asked this all they say is one department has access to information the other doesn't. Its clear they are being completely negligent in regards to my case and has now made me a victim two times over. This is beyond abuse, being that one department has info that they are not willing to share with the other. This is a case of Grand Larceny and Identity theft. They are not willing to conduct a thorough investigation despite my claims, all which can be verified with my complete willingness to cooperate in any and every way. 

How it is i call about suspicious activity then make purchases using the same card less than an hour later? My phone was placed in my apartment in XXXX and the purchase in XXXX XXXX was made in XXXX at night. This is clearly negligence and abuse, and no one from Capitol one is willing to look into this nor provide me with any documentation gathered or produced during the investigation period. Not only that, No one ever contacted me in regards specifically to the charges put back on my account. 
All charges which I did make.

Company response to consumer: Closed with monetary relief