Consumer complaint received 2019-05-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AR
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:
Capital One has committed illegal extortion against myself as a United States Citizen and victim of Identity Theft. I am being FORCED TO PAY all {$710.00} ( Due XX/XX/XXXX ) of the CONFIRMED FRAUDULENT CHARGES of Capital One Mastercard Account # XXXX XXXX XXXX XXXX despite the Mastercard Zero Liability Protection that I am entitled to by law with all requirements being met and fulfilled under the Mastercard Liability Protection Policy. 

I moved in XXXX of XXXX and noticed my credit card missing after I settled in later in the month and called Capital One to report my missing card which had no previous balance on it. I was unaware of it but soon learned after calling Capital Ones Customer Service line at ( XXXX ) XXXX-XXXX that all phone operations were being handled in the country of XXXX with poorly trained employees that could speak and comprehend very little English ( if any ) to save the bank ( which has NO physical branches in the United States of America despite contrary claims otherwise in U.S. national television advertisements Capital One Cafes ) from paying higher wages to U.S. workers and to avoid U.S. taxes on employees. After speaking to a XXXX Resident and trying to tell them what happened, they sounded very confused and had to look up my English words to interpret what I said. The only coherent words that I could understand is, Card on its way. You understand? My mail was forwarded by the United States Postal Service for three months as per their policy. I later got a forwarded DUPLICATE card in the mail with the SAME ACCOUNT NUMBER. The XXXX employee didnt even close the account to prevent theft or update my address as requested. I called to complain again in XXXX after receiving my forwarded statement that had {$710.00} ( Due XX/XX/XXXX ) of UNAUTHORIZED CHARGES on it. The XXXX employee was fast to interrupt me and say Those charges made with card in hand. Not fraud.!! I called again and asked to speak to an American and they DENIED my request. I looked up how to say I need a new card in XXXX and they hung up on me. Later, a new card was forwarded to me by the United States Postal Service with a new account number and I received a forwarded letter stating that I was responsible for ALL UNAUTHORIZED CHARGES of {$710.00} ( Due XX/XX/XXXX ). 

Since then I have made numerous attempts to change my address by calling other corporate Capital One phone numbers and finally being granted brief access to an American Employee in XXXX, Virginia. To this day, I still dont know if my address has been updated or my phone number. I have been laughed at repeatedly and lied to at least half a dozen times that someone would CALL me and they never do not even when I tell them to call me on my new number. Capital One has also DENIED my request to close this account so I may pursue the banks criminal actions legally. 

I have filed a Consumer Identity Theft Report with the Federal Trade Commission but Capital One REFUSES to take it and does not recognize a police report in its investigations. I reached out to Mastercard International and filed a formal complaint against Capital One. I also filed a complaint with the XXXX XXXX XXXX XXXX, the Attorney Generals Office, and contacted XXXX XXXX ( Senior Investigative Reporter for XXXX XXXX XXXX/XXXX-XXXX ).

Company response to consumer: Closed with explanation