Consumer complaint received 2022-10-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NM
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 the last week of XX/XX/2022, I received an email from Capital One concerning a charge made on my credit card. The email asked if this was a legitimate charge or a charge that I did not make. I responded that it was a charge I never made. I then phoned Capital One and told them about this problem. The person I talked to said they would delete this false/scam charge and would close my particular credit card and send me a new one. They never sent me a new card, nor did they close the credit card I had been using. 
Then in the first week of XX/XX/2022, several more charges by the exact same company XXXX XXXX, a XXXX company that does not deal with americans ) were placed on my credit card. I then phoned Capital One again and sent them a picture of my drivers license. But they never wrote back to me and did nothing to remove the fake/scam charges or to close that particular account and issue me a new card. So I phoned them again and they said they did not receive my driver 's license. So they sent me another email asking for my drivers license and I sent it again. Then at the end of that first week of XXXX, XXXX other scam charges from another organization ( WA XXXX of XXXX ) were placed on that credit card, both of them for {$200.00} each. 
So I then sent a letter with all the information on all the false/scam charges placed on my card to the Capital One office in XXXX XXXX XXXX XXXX Utah. In that letter I gave them the specific charge information for all of the then 7 different false/scam charges and asked them to get these charges removed and to close that credit card and send me a new one. I included a printed copy of my drivers license.

I received a letter from Capital One stating that they had credited my account for {$200.00}, stating that this was " ... the amount you are disputing '' when in fact I had made it clear that I was disputing all 7 fake/scam charges placed on my credit card. 
As of today ( XX/XX/2022 ) there are now 3 more fake/scam charges placed by the XXXX company XXXX There were actually 4 of them placed today, but one of them was credited/cancelled. But the other three new fake/scam charges are still in the " pending '' section of my credit card account. And there are now still 5 fake/scam charges from XXXX and 1 of them from WA Secretary of State.

So I phoned Capital One again and they finally made clear to me that they needed photos of both sides of my drivers license, something NO ONE had ever emailed me or phoned me about previously. So today I once again was sent an email with the program for sending them my drivers license, and this time I sent them both the front and back of the license. 
Hopefully Capital One will FINALLY close this particular card number and send me a new card, AND remove all the now 9 fake/scam charges that have been placed on this card. But they have been completely incompetent and extremely unhelpful in dealing with these mounting fake/scam charges.

Company response to consumer: Closed with explanation