Consumer complaint received 2020-09-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Credit card or prepaid card
Sub-product: Store credit 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:
My name is XXXX XXXX, DOB XXXX, my SSN ends XXXX. In XXXX I applied for Walmart credit card. Few weeks after I received my new credit card by mail, I got notification from Walmart : they are transferring all accounts under Capital One management. I kept using my card because no one notified me, that the new plastic was issued and mailed to replace previous card I had. 
On XX/XX/XXXX I received a notification from the Capital One app that my Walmart card was charged for {$73.00} in Walmart Supercenter # XXXX XXXX, IL. During next hour card was charged for {$360.00} in Walmart store # XXXX in XXXX, IL and someone made attempt to do purchase for {$240.00} that was declined ( please see attached document # 1 ). This notification came while I was XXXX XXXX with the client. After I arrived home, I checked the account immediately. Last time I used Walmart card was on XX/XX/XXXX in Walmart store # XXXX. After that I didnt use this card. The same day I reported a fraud activity to Capital One fraud department. I explained that I never visited these stores and at the moment of the purchase was miles away - working. Im working as XXXX XXXX and at the moment when purchase was made I was driving with the clients ( please see attached picture # 2 print screen from XXXX timeline for XX/XX/XXXX and I can also request trip detail confirmation from XXXX if needed ). Also, I told the representative, that a thief did 3 small transaction, one was declined. Everyone knows the limit on their card, and it should be obvious that that is fraud activity. Investigation was opened and I was issued the new card # XXXX XXXX XXXX XXXX expiration date XX/XX/XXXX. 
On XX/XX/XXXX I got the phone call from fraud department with statement that case was closed because they didnt found proof of fraud. No proper investigation was made, the only question I got from representative : Do you have your card, but she never asked the card number and who issued the card I have ( I had on old card ), they didnt even ask if I received their credit card ( they knew it should have been sent by mail when account was transferred ). They did not take to consideration any proof that I provided. After that I called Walmart customer service and explained situation. They told me that new card was sent by mail and most likely was stolen. Its not the first time in our neighborhood we have issues with post service. 
I called again and after hours on the phone opened a second claim with Capital One. After that all money were adjusted and returned to account. On XX/XX/XXXX without any notification bank charged the account again, than posted charges and fees ( attached pictures # 3 and # 4 ). Unprofessional attitude costs me credit score,  that went down. 
Please note that my wife had the same situation. Her Walmart credit card was stolen when sent by mail to our address the same time my was stolen. It was used by thief in the Walmart store at the same day and same location. But when she did the claim - her claim was investigated properly and closed with refund, because the representative checked card number, expiration date and bank name on her credit card and concluded that Walmart card from Capital one was stolen when mailed after account transition. Same situation, same address, same dates, even the same store thief used, but totally different outcome. And no one from Capital One can explain why.

Company response to consumer: Closed with monetary relief