Consumer complaint received 2020-02-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit 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:
On XX/XX/XXXX, while traveling to Texas I got an email from CapitalOne Walmart asking me to call them to verify some suspicious transactions in my account. 
Early Morning on XX/XX/XXXX I called them and We reviewed all transaction since last month and found that I did not recognized about 15 transactions Between XX/XX/XXXX and XX/XX/XXXX. 
They proceeded to Open a case and credit such amount to my account ( About total of US {$5400.00} ). I  confirmed same XX/XX/XXXX transactions where properly reversed. 
On XX/XX/XXXX I noticed the balance on my account was back to more than US {$5400.00} and all transactions where applied back to my balance. 
I called immediately and the Fraud Agent Told me that was normal and it can take abot 3 more days to be corrected. 
On XX/XX/XXXX I received a letter from the Bank dated on the XX/XX/XXXX denying all claims and in a very disrespectful sentence saying that they had enough information that leads them to conclude that me or some other authorized person in the account benefited from those transaction. 
I was of course again totally disappointing and called them again. They after a long discussion told me they will need to pass the case to some fraud department at Walmart and that they should be calling me back in no more than

48 hours. After 72 hours without any call back from Walmart I sent a Letter appealing their decline and I make them clear and send proof that even some transactions happened in XXXX XXXX while I was in XXXX. I was able to find a Walmart Link and downloaded all receipts for those 15 transactions and they were done in about 9 days distributed in 5 or 6 different stores in Florida XXXX County. 
So, how can they conclude I was the one benefit from such transactions in just 24 ours after the report? ( By the way, all of them are XXXX gift cards purchases ). 
They should know they can open an investigation and use an enforcement officer to request Walmart the VIdeos on each one of the stores, from the specific cashiers on the time they happened. 
Some additional facts are : 1 ) I still have the Walmart XXXX XXXX   card with me and never was used by anyone else. 
2 ) When Capital One toke over the Walmart Credit Card, I did all what was requesting regarding enabling the web access to the account. 
3 ) I never received any replacement card, and if they did, then someone else stilled. I was out of the country since XX/XX/XXXX until XX/XX/XXXX and I had my mail on hold at the postal office. When I picked up on the XX/XX/XXXX,  no replace card was there. 
My complain against the Bank is their lack of responsibility and they fault to do an investigation. They toke the easy way, just put those charges back on my account and blame me about a fraud that I didn't commit. 

This has generated damages to me in a personal and emotional way as well as the impact generated on my credit scores putting a High Balance in my account that doesn't belongs to me, and avoiding me to face the problem and respond with an explanation of their conclusions.

Company response to consumer: Closed with monetary relief