Consumer complaint received 2019-10-28
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT
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:
Reference Capitol Account Statement XX/XX/2019 to XX/XX/2019 Capital One Acct XXXX XXXX XXXX XXXX charge XX/XX/2019 XXXX XXXX {$93.00} Capital One Acct XXXX XXXX XXXX XXXX charge XX/XX/2019 XXXX. XXXX charge XX/XX/2019 XXXX. XXXX charge XX/XX/2019 XXXX  XXXX. XXXX charge XX/XX/2019 XXXX. XXXX charge XX/XX/2019 XXXX XXXX. XXXX These appear to be cosmetic products. Perhaps for females. There is no prior history of any cosmetic products charged to my Capitol One Business account in the 5 years since the account has been opened. Nor have cosmetic products ever been ordered in any of my other credit card accounts. 

Upon receipt of this Capital One statement I phoned Capital One and stated the above charges were fraudulent. I have no knowledge of these products and have never done any transactions with these firms under any circumstances. There is no prior history of any cosmetic products from any source ever being purchased on my Capital One account. 

Since XX/XX/2019 I have made 4 or 5 telephone calls to Capital One totaling all together several hours. Attendants always promise to call back but never return calls. Capitol One continues to insist some of these charges were valid but consistently refuses to provide any evidence that they were either ordered or received at my address. Capitol One claims the provider told them packages were mailed to our address but have supplied no documentation that they were received. Capitol One claims the provider has access to my e-mail account. But many hundreds of firms and individual have such access. 

Today I spoke with a Manager who refused to give his name. He was insistent that since the provider said that they mailed out a package that in and of itself is proof of delivery. 
He admitted he had no evidence of any package actually being received at my address. 
He said he took the providers statement as factual that they actually mailed the package. 
So we are being charged for material not ordered and not received. 

Capitol One continues to send statements demanding payment for fraud charges. 
Last one received shows a balance of {$130.00} based on their refusing to recognize the XX/XX/XXXX XXXX XXXX  charge of XXXX as fraudulent plus late fees and interest payments. 

On XX/XX/2019 Capitol One sent A Recap of Your Recent Fraud Case stating that I was not responsibility for the XXXX XXXX XXXX charge of {$93.00}. And claimed they were crediting my account. Then they re-billed me. 

Capitol One said they will continue indefinitely billing me for these charges with escalating late and interest fees. Even though the account was closed several months ago when fraud charges first surfaced. No additional legitimate charges have been posted to the account since my fraud notice to Capitol One. 

The arrogance of Capitol One representatives handling this matter is frankly astonishing. In over 50 years experience dealing with major credit card companies I have never encountered anything remotely resembling such arrogance and indifference.

Company response to consumer: Closed with monetary relief