Consumer complaint received 2021-11-08
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:
On XX/XX/XXXX around XXXX XXXX EST in XXXX, NY, I received a text notification that there was an attempt to access my XXXX mobile account. Immediately after that, my phone was disconnected. I also received an email from XXXX at XXXX notifying me of a receipt for a recent transaction on my account. I then logged on to my account online and saw that an unfamiliar device had been activated with my phone number and there was a PDF receipt from XXXX store # XXXX at XXXX XXXX XXXX XXXX in XXXX, Arizona. The receipt included a copy of a forgery of my signature. I attempted to contact a XXXX customer service representative using my boyfriend 's phone, but I was unable to reach anyone at that time. I ordered a line suspension via my online account. I then proceeded to check my other accounts and change all of my passwords. Shortly after I discovered a {$5000.00} charge on my Capital One credit account at XXXX XXXX XXXX # XXXX, also in XXXX Arizona at XXXX XXXX XXXX XXXX Another charge appeared for {$620.00} at XXXX store # XXXX in XXXX, Arizona. I immediately called Capital One using my boyfriend 's phone which caused some confusion because he is also a Capital One customer and they verify customer info via phone number. I was eventually able to speak to someone about the fraudulent charges on my account and was assured that I would not be held responsible, a statement credit and new card would be issued immediately, and that I would be receiving a notification of the opened fraud investigation. The following morning, I contacted XXXX and arranged to have my phone reactivated and opened a fraud investigation. At XXXX on XX/XX/XXXX, I received an email from XXXX fraud prevention notifying me that my claim had been investigated and I would not be held responsible for the fraudulent activity on my account. I followed up with Capital One and learned that the first representative that I spoke to did not follow through with properly opening the investigation or submit any notes on my account. I explained the situation again to the second fraud representative who then opened the investigation. I received the initial acknowledgment of the investigation from Capital One on XX/XX/XXXX. A purchase adjustment was added to my account and I received a new card in the mail. On XX/XX/XXXX, Capital One sent a document updating the status of my fraud investigation, stating, " After researching your case, we found insufficient evidence of fraud because : Information we discovered leads us to believe you or another account user benefitted from the transactions. Since there's insufficient evidence of fraud, you're responsible for the charges listed below. '' I called customer service immediately, but the fraud department was closed, so I was unable to speak with someone until Monday morning on XXXX. I gathered documentation of the XXXX fraud investigation and credit card statements from XXXX proving that I made local purchases in New York on XX/XX/XXXX, but the Capital One fraud team refused to allow me to submit this as evidence.

Company response to consumer: Closed with monetary relief