Consumer complaint received 2019-08-20
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:
On XX/XX/2019 I received my Capital One statement and noticed a charge made by "XXXX XXXX XXXX" in the amount of $XXXX.  This charge was not made by me so I immediately contacted Capital One's Fraud department.  At the same time I received an email notice that there was a pending payment of $XXXX to be drawn by XXXX XXXX   bank.  Capital One was advised that not only did I not set up that payment but I also do not even have a XXXX XXXX   account. Cap One cancelled that payment immediately and a fraud investigation was opened.  They DID NOT send me a fraud packet or an affidavit to be signed and returned.  Fast forward several weeks and I notice the charge has been put back on my card.  I called Capital One again.  They insist that the charge is valid because they say the card's chip was used.  After 5.5 hours of being on the phone speaking with multiple departments they disconnected my call.  I called the following day and spoke with manager named XXXX.  He took the time to look further into the notes and advised me he sees where a new card was sent out on XX/XX/XXXX.  I advised him that I did not request a new card.  I asked for proof that I requested the card.  I also asked for a signed receipt proving the charge was mine. I was refused both request.  XXXX  then assured me that he feels that he can see where the problem is even though he would provide no details.  He told me not to worry and that they will resolve everything.  Fast forward several weeks again, the charge is back on my card.  I called again and spoke with XXXX.  He says he took it to his manager and was told they refuse to remove it. My son researched this online and there are several complaints of this same type of fraud and Cap One not doing anything to protect their consumers.  I am a senior citizen, XXXX years old.  I have never charged more than a could of hundred dollars in 15 years as a Cap One customer yet they allow this fraudulent charge of XXXX to go through?  I feel like this is elderly abuse and Capital One is doing nothing to prevent it or to try and provide proof it was me.  It is there responsibility to gather a signature and they failed to verify that.  There are also cameras everywhere today....why would they not contact this "company" and demand to see video proof of me making this charge?  Instead of trying to recoup their loss they are taking advantage of a senior citizen! I have filed a police report with the XXXX XXXX Sheriffs Office for fraud.  That Case # is XXXX and the Officers name if Deputy XXXX, Badge # XXXX.  I am also contacting the state attorney general in Virginia, The Treasury Department's Office of the Comptroller of the Currency, and any other governing agency to file complaints.  I am also going to contact XXXX, XXXX, XXXX, and XXXX news stations that have special segments to help local consumers fight wrong doings such as this.

Company response to consumer: Closed with monetary relief