Consumer complaint received 2020-05-12
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 have been charged for the fraudulentcharges of {$1000.00} in my statement as adjustments. this is the reason for my email. 

On, XX/XX/2020 at XXXX XXXX, i got an email from capital one asking, " Do you recognize this purchase? Merchant name- XXXX  XXXX store , Amount {$1000.00}. I chose the option- No, something's wrong. Next morning, on XX/XX/XXXX at XXXX XXXX, i called customer support and at XXXX XXXX, i got an email that says i recovered my username and changed my password. In my statement, it said {$1000.00} is in pending status. i called customer support and told them that someone has hacked into my XXXX  account and i am not responsible for any purchase and told them that i didn't even know that how can we buy things from XXXX or how to contact them for the same because i don'tknow what has been purchased or what information they would be needing. At XXXX XXXX, i got an email from capital one, " A recap of your recent fraud case '' we have shut down your card and issued you a new card. there is no need to worry. you aren't responsible for unauthorized charges. thanks to {$0.00} fraud liability. '' on XXXX XXXX, my new card was shipped and i received it by XX/XX/XXXX. On XX/XX/XXXX, i received a hard copy stating that " my fraud investigation is now resolved. Please keep in mind, the merchant may resubmit the charges within 45 days of this letter. '' REALLY??? you guys should contact the merchant. I don'teven know how to contact them, then whats the point of using your credit card if I have to contact them. I could have use my bank 's debit card for my purchases for that matter. If I am not aware what has been fraud purchased and from where and how. Then how am i supposed to contact them. In addition, i want to let you know, there were 3 fraud activities : 1. XXXX  XXXX credit card- bought from XXXX XXXX ( hacker made fraud account and bought an apple phone cost worth around {$1300.00} and picked the phone in person from the store somewhere in California ) . XXXX XXXX immediately refunded my full money and told me all the above information. i didn'teven know from where did he buy so YEAH, I NEVER contacted THE MERCHANT in this case because how am i supposed to know what is being purchased and from where. 

2. XXXX XXXX credit card- hacker hacked into my XXXX  account and bought a gaming laptop worth around {$1700.00} which was shows delivered on my address. hacker had done some filterson my XXXX account from which i couldn'tsee the recently bought items so i would have never known the suspicious activities. but when i got to know about these i contacted them and they refunded my full amount. 

3. Capital one credit card- hacker bought online from XXXX  XXXX worth {$1000.00}. you guys said it will be refunded, don't worry and here i am still being charged with the money. i have fully paid the amount on XXXX, XXXX ( because don't want to lower my credit score ) but i need my FULL MONEY BACK. 

I got letter on XX/XX/XXXX which was written on XX/XX/XXXX stating that " from research, i have found no indications of fraud, so charges will appear on next statement as adjustments. '' On XXXX XXXX, I contacted Fraud Department and had conversation for almost 40 minutes and they said he gon na mention everything in the notes and will inquires everything second time. But to my dismay, i didn't received any calls or email. So, i contacted them again on XX/XX/XXXX, and had conversation for almost 51 minutes and she said we will give you a call back to inquire but please pay the charges to avoid and late charges. Now please let me know is itfair to pay these charges which i have not made. 

All 3 companies did their investigation and 2 companies refundedmy full money but you Capital One is the ODD MAN OUT. They have charged me something that i have not purchased.and you know what, their company was the last one from where hacker did fraud. and i started reporting the fraud activities after that and then i got know about the details of the fraud activity. Hacker had hacked into my gmail accounts and filtered all the emails from XXXX XXXX, XXXX, XXXX XXXX, XXXX so that I would never got to know about his fraud activities.But, thankfully i got to find out these in my statements. And my other 2 credit companies went through their investigation and fully refunded my money. 

And one more thing, i wantto ask when we chose ouroption right after we get your email of purchase that there is something wrong and this isunauthorized transaction, why was this payment processed anyway and why the merchant didn'tasked for CVV code or anything, then what was the point of sending the email of purchase if it went through. 

So, lastly, i just want to say, please refund my full money and give me compensation of my time that i have wasted on capital one. I have always done my payments timely. please do investigation completely- from where this online order was placed. why did it go through when i chose NO, something is wrong, then why did it delivered. why didn't the merchant asked for CVV code and i didn't sign anything. so REFUND my MONEY. I am not asking for any help. that's my right to get my money for zero tolerance to fraud liability. So, i should receive the service which was promised. Other 2 companies were par excellence and they did a really great job. they didn't harassed me like capital one is doing.

Company response to consumer: Closed with monetary relief