Consumer complaint received 2020-06-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: SC
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:
Background : In the evening of Sunday, XX/XX/2020, I received an email from XXXX XXXX  ( a food delivery service ) stating that my order for XXXX XXXX in XXXX XXXX, Arkansas was canceled. However, I did not order food for XXXX XXXX and do not live in Arkansas. Upon further investigation that same night, I realized that my Capital One Savor Card had been compromised. I first contacted XXXX XXXX and they confirmed that they flagged the transaction as fraudulent so they canceled it. I also reset my XXXX XXXX password. I then logged in to my Capital One account, saw the XXXX XXXX   transaction reversed but also noticed a transaction for ~ {$46.00} at XXXX, a restaurant in my local community of XXXX, South Carolina. I flagged that transaction on Capital One 's online system ( the Report a Problem option ) and also called Capital One and spoke to a representative, where I also flagged the same transaction, canceled my credit card and asked for a new credit card to be issued. On Monday, XX/XX/2020, I called the local police of XXXX XXXX, Arkansas and filed a report with regard to the XXXX XXXX transaction. I also called the City of XXXX Police department and filed a report as to the XXXX transaction. On this same date, I logged in to Capital One online and saw that both transactions ( the fraudulent XXXX XXXX and XXXX transactions ) no longer showed up on my credit card statement. In order to find out the exact information for the XXXX transaction ( i.e. amount, date, etc. ), I called Capital One. After 30 minutes on the phone, they had to escalate my question because they could not find the XXXX transaction. On XX/XX/2020, I spoke to a Detective at the XXXX Police department and he was going to investigate the XXXX transaction further. He asked me to obtain an Affidavit of Fraud from Capital One. Thereafter, I called Capital One and after 58 minutes and 50 seconds on the phone with Capital One, they concluded that none of their systems show the XXXX  charge -- despite that flagged it online, reported in on Sunday, XX/XX/2020 -- none of their three systems are showing the charge. 

Complaint : It is my opinion that Capital One failed to : ( 1 ) keep adequate records, ( 2 ) accurately track and report credit card fraud, including failure to track the Report a Problem option on its online system, and ( 3 ) protect its consumer. 

Because of Capital One 's failure to keep adequate records, I can not obtain an Affidavit of Fraud, which in all likelihood means that I can not criminally prosecute the person that stole my credit card and used it at XXXX. This is wholly unacceptable as a credit card company and leaves it up to the consumer to take screen shots of fraudulent activity in hopes to obtain criminal prosecution because there is no guarantee that your credit card company is keeping accurate records. By failing to keep accurate records to help this consumer who is a victim of theft, Capital One is protecting criminals.

Company response to consumer: Closed with explanation