Consumer complaint received 2020-06-18
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:
FRAUD WAS COMMITTED ON 4 MAJOR CREDIT CARDS AT VARIOUS STAGES. XXXX XXXX  AND CAPITAL ONE WERE ALERTED AS SOON AS THE FRAUD WAS PERFORMED, THEY WERE GIVEN COPIES OF THE XXXX COUNTY SHERIFF 'S OFFICE [ XXXX  ] REPORT AND THE XXXX ECONOMIC CRIME 'S DIVISION DETECTIVES REPORT. 

THE DEPUTIES AND DETECTIVES TRIED COMMUNICATING WITH XXXX AND CAPITAL ONE, WE DO NOT UNDERSTAND WHAT THEY ARE SAYING. FRAUD DIVISION KEPT TELLING THE SERGEANT " ACHI PAYMENT FROM CREDIT CARD TO CREDIT CARD, EXCEEDING CREDIT LINE WITH PURCHASE ( S ) OF PRODUCTS PURCHASED ONLINE. '' ( XXXX ) AND WITH CAPITAL ONE THEY JUST STATED " XXXX XXXX XXXX ALERTED US OF FRAUDULENT TRANSACTION PERFORMED ON CREDIT CARD '' THE DETECTIVE DID ASK WHERE AND WHEN. HE DID FIND IT VERY STRANGE THEY WERE ALL ( ALL 4 OF THEM ) WERE DONE AT THE SAME TIME AND SPENT ALMOST IMMEDIATELY? 

BUT BOTH XXXX FRAUD AND CAPITAL ONE FRAUD DIVISION WOULD NOT STATE WHAT THOSE ITEMS WERE. EVEN WHEN THE SERGENT BARKED AT THEM AND SAID " SHE'S STANDING HERE IN FRONT OF ME, I WILL PLACE AN ARREST ON HER SINCE YOU'RE ACCUSING HER. NAME ME THE ITEMS THAT WAS SUPPOSEDLY STOLEN WITH 'HOT MONEY '. '' MY ELDERLY MOTHER OVERHEARD THIS XXXX FRAUD GUY, SOUNDING YOUNG JUST TOLD THE SHERIFF 'S THAT " PURCHASED A 60 '' WALL MOUNT SMART TV, XXXX, XXXX XXXX '' BEFORE SOMEONE IN BACKGROUND TOLD HIM TO SHUT UP. 

[ YES, THERE'S A PROBLEM WITH THAT. XXXX/XXXX  AND I DO NOT GET ALONG, WE DO NOT SEE EYE-TO-EYE, I AM A CERTIFIED ( RETIRED ) PLATINUM XXXX. AND THEY KNOW EXACTLY WHAT I HAD ON ME AND IN MY PROPERTY. ] SERGENT ( INTERRUPTED ) WHERE WERE THEY PURCHASED? WHAT STORE? I WANT TO SEE THE VIDEO. '' XXXX FRAUD DIVISION : " ONLINE. '' THE DETECTIVE CHEWED HIM OUT, TOLD HIM TO FAX THE LIST OVER TO HIM AND ALSO SPECIFY WHERE ITEMS WERE SHIPPED TO. 

XXXX FRAUD TEAM SAID " ITEMS WERE SHIPPED AND DELIVERED TO XXXX, TEXAS, WHERE " HER SECOND RESIDENCY '' WAS LOCATED. '' FROM THERE, BOTH SERGENT AND DETECTIVE WERE YELLING AT THEM. REMINDED THEM THAT THE FRAUD WAS ALREADY REPORTED. SO WHY DIDN'T YOU WORK WITH THE CUSTOMER TO FIX THE PROBLEM? INSTEAD, YOU THREW HER OFF WITH NO KNOWN HISTORY SINCE XXXX OR SOMETHING LIKE THAT? THEN HARASS HER FOR PAYMENTS FOR ITEMS SHE DIDN'T BUY OR EVEN HAVE IN HER POSSESSION? PLEASE ADVISE ONE MORE TIME THE SPECIFIC REASON WHY YOU SHUT HER DOWN COMPLETELY? 

( CAPITAL ONE HAD DISCONNECTED THE CALL, HOWEVER, XXXX XXXX  REMAINED ON THE LINE ) HE WAS TOLD " IF YOU WANT FURTHER INFORMATION, PLEASE PROVIDE US A WARRANT. '' THEN THE DETECTIVE CAME UP AND SAID " WHY DID YOU SHUT HER DOWN AT THE LOCAL BANK FOR? '' MY MOTHER HEARD IT, THREE DEPUTIES ( ONE BEING A SERGENT ) HEARD IT, THE DETECTIVE HEARD IT, MY 2 NEIGHBORS HEARD IT - I DIDN'T HEAR IT BECAUSE I AM PROFOUNDLY DEAF. 

XXXX FRAUD DIVISION ( WHICH HE GOT TERMINATED ) " BECAUSE SHE'S A XXXX, A XXXX XXXX, LIVING OFF OF WELFARE AND USING AN ELDERLY WOMAN TO DEPOSIT LARGE SUMS OF MONEY INTO HER ACCOUNT. '' DETECTIVE DID ASK " SHE'S A XXXX  XXXX, SHE'S NOT XXXX, HER MOTHER IS AMERICAN AND IS XXXX. ARE YOU SURE YOU ARE TALKING ABOUT THE SAME PERSON? HAVE YOU EVER SPOKEN WITH HER? AND PLEASE ADVISE WHAT LARGE SUM OF MONIES CONCERN YOU? '' XXXX FRAUD DIVISION ( SAME FELLOW ) " SHE HAS AN ELDERLY WOMAN PUTTING ONE THOUS IN HER ACCOUNT '' DETECTIVE " SO? IS IT EVERY DAY? ONCE A WEEK? WHAT? '' XXXX FRAUD DIVISION : " ONE THOUS EVERY MONTH. SHE'S SCAMMING OLD PEOPLE. '' DETECTIVE : " NO SHE IS NOT. '' XXXX FRAUD DIVISION : " YES SHE IS, AND I CAN PROVE IT. I WILL PROVIDE ONCE YOU REQUEST IT, WHO THAT OLD GOAT IS! '' DETECTIVE : " HER MOTHER, SHE IS STANDING RIGHT IN FRONT OF ME. SHE ALREADY TOLD ME SEVERAL TIMES IN THE PAST, THE ESTATE OF HER DECEASED FATHER, BOTH DAUGHTERS GET XXXX XXXX A MONTH. IT IS NONE OF YOUR BUSINESS ANYWAY. '' XXXX FRAUD DIVISION " ( PROFANITIES ) '' AND DISCONNECTED THE LINE. 

IT WAS ALREADY REPORTED AND DOCUMENTED, I HAD ALREADY PROVIDED THEM THE POLICE REPORT FOR EACH 3 XXXX CREDIT CARD AND 1 CAPITAL ONE CREDIT CARD. 

XXXX XXXX  AND CAPITAL ONE WILL NOT SPEAK WITH ME. THE INCIDENT HAPPENED IN XXXX. I WAS PAYING THE BALANCE I ACTUALLY OWED BASED ON THE LAST STATEMENT I HAD ; THEY WOULD NOT REMOVE THE FRAUDULENT CHARGES. 

THE DETECTIVE FOLLOWED UP WITH XXXX IN XXXX, AND HE TOLD ME TO STOP PAYING THEM. 

WITH CAPITAL ONE, THEY KEPT PROMISING TO RESTORE MY ACCOUNT, PUT MY STATEMENT AS IT WERE PRIOR TO THE FRAUD EVENT. I AM CURRENTLY STILL PAYING CAPITAL ONE BUT THEY HAVE NOT REMOVED THE FRAUDULENT TRANSACTION NOR HAD THEY EVEN BOTHERED WITH RESTORATION OF THE ACCOUNT. 

BY RESTORATION : MOVE THE ORIGINAL BALANCE PRIOR TO THE EVENT TO ANOTHER NEW MASTERCARD. 

BOTH XXXX AND CAPITAL ONE REPETITIOUSLY ON A KNOWN FRAUDULENT CASE, DID INCREASE MONIES, DID INCREASE FEES, DID INCREASE INTEREST, AND WITH THREATS OF " CONTINUE TO DO SO TO HARM A VICTIM 'S CREDIT '' WITH A KNOWN REPORTED AND DOCUMENTED FRAUD EVENT. 


WHILE I HAVE RELATIVES AND FAMILY MEMBERS IN XXXX XXXX ( RETIRED ). THEY ARE UNABLE TO DECIPHER WHAT " '' '' ACHI PAYMENT FROM CREDIT CARD TO CREDIT CARD, EXCEEDING CREDIT LINE WITH PURCHASE ( S ) OF PRODUCTS PURCHASED ONLINE. '' '' '' WAS SUPPOSED TO MEAN. THE DETECTIVES ARE CLUELESS, I'VE PERSONALLY SPOKEN TO BRANCH AND BANK CEOS FROM VARIOUS FINANCIAL INDUSTRIES, AND NOT ONE SINGLE PERSON COULD EVEN UNDERSTAND WHAT THAT IS SUPPOSED TO MEAN. 

THE FACT XXXX THEMSELVES SHUT MY PERSONAL BANKING ACCOUNT DOWN IMMEDIATELY, DID CAUSE ME HARM AS MY SOCIAL SECURITY WAS DIRECT DEPOSIT. AND THEY DID REFUSE TO PAY BILLS THAT WERE PAID ELECTRONICALLY. INSTEAD, GAVE ME MONEY ( CASH ) FROM THE TIME THEY DID SHUT DOWN. I JUST WENT TO XXXX XXXX SINCE I'VE HAD THEM FOR YEARS - THEY KNEW WHAT WAS GOING ON BETWEEN XXXX AND CAPITAL ONE. QUITE FRANKLY, WAS EXTREMELY EMBARRASSED BY THEIR COMPETITOR 'S BEHAVIOR. THERE WERE NO EXCUSE FOR THIS. 

AFFIRMATIVE, XXXX XXXX KNOWS ALL ABOUT THIS ABOVE AND THEY, THEMSELVES HAVE NO IDEA WHAT : " ACHI PAYMENT FROM CREDIT CARD TO CREDIT CARD, EXCEEDING CREDIT LINE WITH PURCHASE ( S ) OF PRODUCTS PURCHASED ONLINE. '' WAS SUPPOSED TO MEAN EITHER. IN FACT, HE HAD SUMMONED THE CORPORATE OFFICE TO GET THEIR LEGAL TEAM TO ADVISE, AND AA FEW DAYS LATER, THEY RESPONDED WITH " TECHNICAL GIBBERISH, TRYING TO BE A HOT SHOT WITH FANCIFUL WORDS. '' BASICALLY, XXXX FRAUD TEAM WAS RUNNING OFF THEIR MOUTHS WITH NONSENSE. 

ONCE AGAIN : XXXX WILL NOT SPEAK WITH ME. 
CAPITAL ONE AS OF XXXX, WILL NO LONGER SPEAK WITH ME I AM NOT ALLOWED TO BE ON ANY XXXX OWNED PROPERTY THAT CONTAINS XXXX XXXX  - THEIR FRAUD TEAM ISSUED THE WARNING AND WOULD PROVIDE ALL XXXX XXXX MY FACIAL TRACING THAT I WOULD BE XXXX  IMMEDIATELY IF FOUND AT ANY OF THEIR BRANCHES. 

IN FACT, THE SHERIFF 'S OFFICE WERE IN A DISTANCE JUST TO SEE IF XXXX WOULD HOLD THEIR WORD BECAUSE THEY SHUT MY CHECKING ACCOUNT DOWN INSTANTLY AND THEY HAD TO PAY ME. THE LOCAL BRANCH MANAGER WAS SO ANGRY ( SHE ORIGINALLY CAME FROM ANOTHER BANK THAT WHERE I HANDLED THE LOCAL CHURCH 'S FINANCES AND WAS A DESIGNATED AUTHORIZED PERSONNEL ( NOT A GUARDIAN ) FOR SOME ELDERLY FOLKS TO HANDLE SOME OF THEIR AFFAIRS. ) THAT SHE REFUSED TO EVEN CALL THE LOCAL AUTHORITIES TO HAVE A " TRESPASS '' WARNING ISSUED AGAINST ME, SHE ALSO LEFT THE BANK AS WELL IN PURE DISGUST. SHE WAS AT LOSS FOR WORDS THAT XXXX FRAUD TEAM WOULD GO THROUGH THAT EXTREME MEASURES AND FELT TERRIBLE THAT THEY CALLED MY MOM AND OLD GOAT. 

SHE WAS THAT ANGRY WHERE SHE CALLED HER SUPERIORS TO LET THEM HAVE IT ; ONLY TO FIND OUT THAT 4 OF THOSE BOYS IN THEIR FRAUD DIVISION WERE ALREADY TERMINATED ( THAT WAS ONE WEEK BEFORE SHE LEFT ). 

ODDLY, I DO NOT HAVE A SECOND HOME AND NEVER BEEN TO TEXAS. I AM NOT XXXX, I AM XXXX XXXX, I AM XXXX  XXXX / XXXX  EMPLOYEE. 



LL 4 HAD MARKED ME OFF AS CHARGE OFF FRAUD WAS ALREADY DOCUMENTED, RECORDED, AND BOTH XXXX AND CAPITAL ONE HAS ALREADY RECEIVED 3 COPIES OF THE POLICE AND ECONOMIC CRIMES REPORTS MAILED OUT THREE DIFFERENT TIMES. 

BOTH XXXX AND CAPITAL ONE HAD DENIED AND MADE IT CLEAR ALL CHARGES REMAINS. 

THE CSID - ID THEFT RESTORATION AND OPM HAD MADE MULTIPLE ATTEMPTS TO RESOLVE THIS ( XXXX, XXXX, XXXX ) WITHOUT ANY AVAIL. EVEN PROVISIONS OF THE DOCUMENTED POLICE & ECONOMIC CRIMES REPORTS. 

BOTH WERE UNWILLING TO WORK WITH THE VICTIM. BOTH REFUSES TO HONOR A FEDERAL RELAY ( TELEPHONE ) CALL. AS OF XXXX ( XXXX ), BOTH BANKS REFUSES TO ACCEPT ANY USPS MAIL COMMUNICATIONS. 

BOTH BANKS HAD ALREADY MADE IT CLEAR : THEY WILL NOT HELP A VICTIM OF FRAUD. WHILE CAPITAL ONE DID AT ONE POINT, WAS WILLING TO REOPEN AND TRANSFER BALANCE OVER TO A NEW MASTER CARD AND ALL THAT HAD OCCURRED DURING THE FRAUD WOULD BE ELIMINATED. AND IN XXXX, THEY REFUSED TO ASSIST CUSTOMER AT ALL WITH THE SAME IMPLICATIONS THAT OF XXXX.

Company response to consumer: Closed with non-monetary relief