Consumer complaint received 2023-02-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
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:
In XX/XX/2021, Capital One offered to upgrade my Platinum Card to a Quicksilver Card. I accepted and they sent a new credit card. Before the new card arrived, I moved from an apartment on XX/XX/2021 to a house on XX/XX/2021. I forwarded my mail to the new address to be effective XX/XX/2021, as the apartment had locked mailboxes and I had to turn in my key that day. The new address has a mailbox on the street, typical home mailbox, not locked. 
I did receive an email in XXXX from Capital One that my new card had been sent but I did not receive it before I moved. My account has XXXX cards, XXXX for myself and XXXX for my adult son. Each card has different credit limits, and both cards were getting upgraded to the QuickSilver version. The offer stated that the cards would be new and the type different, but the account number would be the same. 
A day or so after I moved was XXXX XXXX weekend and I was home sick with XXXX. On Sunday, I received an email that morning about XXXX declined transactions on my sons card. I responded that I did not recognize those charges, and luckily with a much lower limit on the card, the transactions were declined for lack of open balance. I then checked my card transactions and saw a large transaction from the day before ( XX/XX/2021 ) at XXXX  for {$670.00}. I immediately called Capital One and reported that transaction as fraud. Not only did I not make personally make that transaction, I was home sick and still had possession of the actual ( chip ) cards, so neither card had not been stolen. 
Capital One removed the charges, and inactivated the cards, which were the Platinum ones, as I had not received the new QuickSilver cards. I explained at that time that I had not yet received the new cards, as the conversation included both card versions of the account, but I told them I had not received the new cards. I was told that they would now be sending out another set of cards because now my account number would be different. 
I got a letter acknowledging my fraud claim. They investigated and put the charges back on my account about XXXX  days later. The reason stated was because the card has a chip and was physically used in the XXXX  store, so therefore I must have made the transaction, or someone I gave it to did. Standard practice Im sure. I persisted that I had still not received the initial set of cards sent out to me in XXXX. 
However, I did then receive the new cards under a new account number, and when they arrived, I was amazed to see that the label on them stated that I did not need to activate them, as they were all set to use. Wow. 
That then made me wonder if those first cards had gotten forwarded to my new address but someone got them and was able to use them immediately because they were activated. I communicated this to Capital One but of course I dont know if someone took them from the mailbox, but it was the only situation I could come up with knowing that I did not make those charges and still had possession of both cards. The XXXX  charge and the other XXXX attempted charges ( at a gas station ) all took place in a very close radius from where I moved from and moved to. I only moved about a mile or so away. 
I called Capital One many times over this. An early call told me to visit the store and ask for video, which I did. They told me to file a police report, which I did, and provided it to Capital One. After XXXX attempts to get video from XXXX  management, they told me they could only provide it to law enforcement, but when they were contacted by law enforcement in the course of working my police report, they said there was no video available, although they never said that to me. XXXX  also would not provide me a receipt of the transaction, although it was my card and was being made my responsibility. They also told me that the never check IDs, as if someone has the physical card, that is good enough. Over the last XXXX  months, I have continued to talk to the fraud dept at Capital One and each time it is like it is my first call and I have to start all over again with laying out the story. More than once they have postured that I was then giving them new information they did have before and would reopen the claim but not once have I heard back from any of my calls then I call again and have to start all over again.

Company response to consumer: Closed with monetary relief