Consumer complaint received 2020-12-16
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:
XX/XX/XXXX Call on XXXX : Your account has been compromised. press 1 to be connected to XXXX XXXX. I pressed 1 and a male claiming to be an XXXX XXXX came on the line. He took over my computer and displayed a log of transactions that had processed. He pointed out about 20 transactions that were not from me. He said he would disable each of the perpetrators ability to access my system. He said it would cost {$500.00} each but XXXX would refund the cost. To expedite the work / payment he had me purchase XXXX XXXX and read the card numbers back to him. As directed, I bought 24 cards. He stayed with me, on my phone, while I made the purchases. 

In the process above we became disconnected. I dialed him back using the # I had in my contacts list for XXXX XXXX XXXX XXXX ). The # came with the XXXX I purchased new from XXXX. The call went directly to the fraudster. He had control of the #. I was under the ether. 

XX/XX/XXXX Reported incident to Cap1 Case # XXXX. 
Reported incident to XXXX Case # XXXX, Suggested contacting XXXX XXXX XXXX XXXX, Virginia, XXXX. 
Reported incident to XXXX Case # XXXX. 
Filed Police Report / XXXX Sheriffs Dept. : Deputy XXXX XXXX # XXXX, Case # XXXX. 
Notified 8 vendors to use new Cap1 Visa instead of XXXX. 

XX/XX/XXXX {$11000.00} charges to Cap1 : XXXX XXXX {$8000.00}, XXXX  {$2500.00}, XXXX  {$500.00}. 
{$1000.00} charge to XXXX, XXXX # XXXX XXXX XXXX XXXX. 
Letter to Sheriffs Dept. Update info Fraudsters name XXXX XXXX. XXXX request me to contact them @ XXXX ''. 

XX/XX/XXXX Cap 1 charges reversed. 

XX/XX/XXXX Cap1 letter : case # XXXX We want to assure you that you wont be liable for any unauthorized charges. 

2nd.letter Re : XXXX Ive found no indication of fraud. The following charges will appear on your next statement as adjustments : {$11000.00}. Sincerely, XXXX Customer Fraud Protection. 

XXXX My letter to XXXX. The subject incident was 100 % Fraud according to XXXX. Mailed XXXX Certified XXXX XXXX XXXX XXXX XXXX, Return Receipt XXXX. 

XXXX eMail response from XXXX. 

XX/XX/XXXX Filed FTC Report Case # XXXX Referred to Consumer Financial Protection Bureau CFPB www.consumerfinance.gov XXXX. Voice mail from XXXX. 

XX/XX/XXXX Returned call to XXXX. Spoke to XXXX, Manager Customer Fraud Protection. Because incident was a scam its not covered by Fraud Protection. Case closed. 

XX/XX/XXXX XXXX XXXX XX/XX/XXXX/XX/XX/XXXXpg. 67 XXXX XXXX XXXX put under the ether classic imposter fraud payment using a gift card, this is without a doubt fraudulent. 

XX/XX/XXXX Letter to CapOne disputing balance due, charges, transaction history. After spending countless hours correcting numerous CapOne errors, I reverted to maintaining my own Account Balance and paying monthly according to previous CapOne directions. 

XX/XX/XXXX - XX/XX/XXXX 4 letters to XXXX XXXX XXXX, CapOne CEO requesting resolution. No success. 

XX/XX/XXXX My Credit Score has gone from XXXX to XXXX due to Capital One.

Company response to consumer: Closed with explanation