Consumer complaint received 2020-02-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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:
My credit card was fraudulently charged {$7900.00} by a money fronting scam artist whom spoofed my email address as a XXXX " notification ''. XXXX was made well aware of this and advised, with a letterhead attached to this complaint, I would need to further pursue the case with my financial institution, being Capital One, to ensure I am rightfully refunded for the fraudulent compromise made on my credit card details. This letterhead was forwarded to Capital One by both XXXX and I and NOTHING was done by Capital One in refunding the lost funds of {$7900.00}. This letterhead is included as part of the attachments to this complaint. 

Capital One found a scapegoat in justifying the matter that an internet crime incident needed to be filed and documented for their records to, in turn, refund the fraudulent charge back onto my account. Although extremely inconvenient to my busy schedule, I did not argue, and told them no problem. After prolonged months and months of research into the fraudulent suspect, I was finally able to personally retrieve not just all of his personal, fraudulent, details ; being his name, address, phone number, email, and website, but also the IDENTICAL fraudulent incidents of other victims. These incidents were written on the XXXX website of his " company '' which I documented with great detail into the crime report. With all this time consuming research and endless headache, I finally forwarded this documentation to Capital One and NOTHING, once again, was done. These documents are also attached to this complaint. 

I was calling every single day with representatives and even supervisors and managers confirming the information had been received and how very valuable they were in resolving the case. But, in actuality, I was only to be led astray ; being told what they wanted me to hear, only for them to hang up with nothing actually being solved or accounted for. Hours, days, weeks, months taken out of my own personal work and family time for no progress to be made. Representatives, supervisors, and managers, through my every phone call, consistently found a deliberate excuse, transferring me, putting me on hold, asking me to hold longer, eventually connecting to a lower department where I could not even understand the dialect being spoken, only to not REALLY look into and resolve my urgent matter of getting the fraudulent {$7900.00} amount credited back onto my account, but instead, going through the motions and pretending there was progress being made with them telling me to " wait 7-10 business days '' after every 10th business day passed. For months. 

Since XX/XX/2019, when the correspondence between Capital One and I was ongoing, I had forwarded and followed up with great due diligence in resolving this fraudulent compromise of my account. XXXX had already advised that my account had been closed due to the breach and security of my sensitive information. I also forwarded XXXX 's pertinent documentation explaining that because Capital One pulled the funds manually from XXXX, directly, Capital One is the only entity that could rightfully refund my account. I forwarded this EXACT letterhead also to Capital One when they had already received it from XXXX, for their reference, only for it to be ignored. Even after the criminal documentary report, XXXX 's letterhead explaining the completion of internal investigation and advisement to consult with my financial institution for the refund, and my endless due diligence ; Capital One still did not make ANY single effort at all, whatsoever, to retrieve the funds that were fraudulently charged on my credit card. 

All the information of the suspect presented in the criminal report was accomplished after many months of research and endless investigation into the matter. In the directory of the XXXX XXXX XXXX, under XXXX XXXX XXXX XXXX XXXX, XXXX, you will notice 3 separate victims had reported similar instances of fraud occurring with their financial institutions with this same entity. I went ahead and ALSO included these written instances to Capital One for their reference. Again, not a single effort was made to see how obvious this fraudulent compromise was. This XXXX directory screenshot is included as an attachment to this complaint as well.

Company response to consumer: Closed with explanation