Consumer complaint received 2023-03-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX I received a text message from Capital One alerting me of suspicious activity on my credit card. I immediately responded to Capital One confirming that the charges were fraudulent and instructed Capital One to freeze and replace my credit card. 

The charges in question were : XX/XX/XXXX - {$300.00} - XXXX XXXX XXXX XXXX XX/XX/XXXX - {$10.00} - XXXX XXXX XXXX XXXX - {$410.00} - XXXX  XXXXXXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX Capital One notified me that the had opened an investigation into the fraudulent charges on my account through Case # XXXX. 

Seeing as I opened this credit card in approximately XXXX ( maybe XXXX ), and having NEVER utilized the cash-back function, or even reported fraud on this account, I believed the issue had been resolved and that Capital One would reimburse me for the fraudulent charges that they themselves flagged, but on XX/XX/XXXX, I received the following letter : " Dear XXXX XXXX XXXX You recently told us you didn't make the following charges, so we opened an investigation to figure out what happened. 

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. If temporary credits were provided for these transactions, an offsetting adjustment will appear on your upcoming statement or the following statement as " Purchase Adjustments. '' We appreciate your business and look forward to serving you in the future. Please don't hesitate to call us at XXXX, if you have any questions about these charges or our fraud investigation. 

Sincerely, Capital One Fraud Operations Phone : XXXX Available Monday through Friday from XXXX XXXX to XXXX XXXX. ET '' These charges were fraudulent. Neither I nor any authorized user of my Capital One credit card - there is just one on this account, it's my dad, and I have his card in my possession at my house - made these purchase which total {$720.00}. And I will happily prove and provide whatever evidence necessary to prove the location of me and my Credit Card during the times of these transactions, as they were absolutely not charged by me ( of my physical card ). I called the number listed within the above letter to contest the results of their investigation and request that the investigation be reopened, but they insisted that they do not have sufficient evidence to determine the charges were fraudulent and that their decision is final. I am a victim of fraud and Capital One is unwilling to help me or provide me with any other alternatives to help prove that these charges were not me, they are perpetuating this problem. I can't stomach having to be responsible for these charges that I did not make. I work hard for the money I make, I give everything every day to my company, and this is just disgusting.

Company response to consumer: Closed with explanation