Consumer complaint received 2019-06-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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:
call capital one on XXXX XXXX after receiving a bill of {$56.00} which annoyed me that on XX/XX/XXXX habit made full payment of my card at {$0.00}, When calling I was let know that purchases were made on XX/XX/XXXX at a XXXX and then let them know that I have never been there nor have I used my card for several months, and that I did not recognize those transactions which let me know that an investigation would be opened then they started asking me security questions and letting them know that I did not recognize any of the transactions, and I was told that there would be an investigation and I would receive a letter about the decision of the case and about the credit of the transactions, which only received the credit. temporary on XX/XX/XXXX but it was already removed, and they are charging again, on XX/XX/XXXX call to verify that past and I was let know that I was still in investigation, on XX/XX/XXXX call me to let me know that the investigation concluded and that I was responsible for paying the charges of the card since it has a chip and was used physically according to them, which is false since my card was obviously cloned because I had never been physically present first using the card in that place since it is obviously far from my house and I can not go to buy at that a XXXX of 1 hour away when I have 2 near my house at 2 miles, second when I started to ask the representative At what time were the transactions They was letting me know that on the night the transaction was as follows : {$50.00} XXXX XXXX, {$5.00} XXXX XXXX, {$1.00} XXXX XXXX.then they let me know that I had to pay the amount due and closed the investigation, let them know that it would not stay that way and that I would call the person in charge of my case which is the one that appears on the XXXX paper and its extension number, then I call and try several times on XX/XX/XXXX I realized that this extension number is false because there is no way to communicate, so I had to call another phone number and talk to another representative named XXXX and XXXX where they let me know now that I was still in investigation but that since the card is chip and it was not lost I am responsible for paying it.Then on XX/XX/XXXX I called again and spoke with the representative XXXX, who kept telling me that he should have paid the interest accumulated so far, which is ridiculous that he has to pay for something he did not use, for a robbery, for a cloning and that aside I have to pay interest generated by abuses of the one capital system, after bothering me the representative XXXX transferred me to XXXX, I told him to verify my 12 years of credit history and that I would look for a transaction for {$1.00}, since I never do no purchase for that amount and this man let me know that XXXX made the credit for {$1.00} on XX/XX/XXXX, Then on XX/XX/XXXX I called again and spoke with the representative XXXX, who kept telling me that he should have paid the interest accumulated so far, which is ridiculous that he has to pay for something he did not use, for a robbery, for a cloning and that aside I have to pay interest generated by abuses of the XXXX capital system, after bothering me the representative XXXX transferred me to XXXX, I told him to verify my 12 years of credit history and that I would look for a transaction for {$1.00}, since I never do No purchase for that amount and this man let me know that XXXX made the credit for {$1.00} on XX/XX/XXXX and that capital one was returned on XX/XX/XXXX, but the other amounts he had to pay with interest, and even though he was under investigation He tells me that I had to have paid the minimum payments, which is false since I was told at the beginning that while I was under investigation I did not have to make any payment until the investigation was closed and received the letter with the result that has not yet happened, and where he lets me know that I have to pay for the card is a chip and I did not lose it which I flatly refused this abuse.On XX/XX/XXXX, I contacted the county sheriff to file the report of the theft of my card and cloning information and for the abuse of capital one, after explaining to the sheriff and giving evidence and in his presence again call capital one where again the case was exposed and I must emphasize that again request the hours of the transactions made and to my surprise and that of the sheriff the hours did not coincide, as they told me at the beginning days ago : {$50.00} XXXX XXXX, {$5.00} XXXX XXXX  and {$1.00} XXXX now very different from what I was told at the beginning. all this has been a disaster, an abuse, lies, and make me be responsible for stealing my identity from my information, cloning my card and telling me that I must pay for the chip was present, seriously so much stupidest together. I am an older woman and they are telling me that I am the thief, literally, so they give me proofs that I buy, why do not they give them? Why are they based on just one chip? You must resolve this as soon as possible and this is what I am going to get to the police and news department, the abuse they are doing is shameless.

Company response to consumer: Closed with monetary relief