Consumer complaint received 2023-09-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Credit 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/23 I was a victim of Car Break ( Case number XXXXPD XXXX with the XXXX XXXX Texas PD reported on XX/XX/23 ). Due to the numerous items being stolen from2my vehicle ; such as both me and my son ( s ) ( XXXX old ) personal identification cards ( SSN ), financial documents for both my place of residents/banking, my personal driver license, ( 7 ) Credit cards ( one being my sons ) a unlocked XXXX  watch, as well as an unlocked laptop which has all my passwords saved on it. As the week would progress I would later learn I lost access to my personal accounts and encountered several compromised work related accounts and financial accounts resulting in Identity theft ( Case XXXX XXXX With XXXX XXXX Texas PD ) and multitude of fraudulent transaction with multiple financial institutions and many attempts to further compromise me. I had to work with many financial institutions ( XXXX, XXXX, XXXX ) to regain access to my accounts. Along with XXXX to recovery both personal and business accounts as my laptop was stolen my password were changed and I could not access my accounts, as well as XXXX to release my XXXX ID as it had been taking over and compromised in order to stop my phone from releasing secured links and codes to a forward device ( Case XXXX ) .Between my institutions I had to dispute over 73 transaction due to fraudulent activity a total of 24 transaction belonging to Capitol One between 23 my previous card ( XXXX ) and 1 transaction my sons ( XXXX ) that went through along with numerous others that were attempted by an individual ( s ) utilizing my capitol one stolen Credit card ( s ). I expressed to capitol one that I was compromised along with several other institutions I informed them that on the account in question with the 2 cards associated it was an account only used for XXXX payments and nothing else for over 8+ mo and none of the transactions associated with the account were authorized. I came to understand my account was compromised password changed and email address changed to an email address not associated with me or my ( XXXX XXXX XXXX son ) who could not have one. I would over the weeks have many calls to Capitol one for further explanation on the situation and insure clarity where I was questioned on why I as the account holder was I in possession of the authorized users credit card for my account, where I had to explain it was my sons allowance card and he was not old enough to hold it. I was questioned in a condensing way where instead of being the victim of a nightmare of a situation I was the suspect. Furthermore I called to receive understanding on why I was charged interests on transaction credited and not authorized by me. When 2wks prior I had paid my balance in full which is when they would respond by saying that a credit was given of {$91.00} when in fact it was a purchase adjustment for a fraudulent charge not an interest reimbursement. I later paid the full balance of the account as they investigated the other transactions. Which was recently updated on ( XX/XX/23 ) Where it stated " I had them open up an investigation due to fraudulent activity, when they have found insufficient evidence in support of fraud and information discovered supported that I or an account user benefitted from the transactions. When In fact my son is not old enough to make any purchases on his own let alone read or have access to a device and I did not benefit at all from any transactions. I have made it a point not to utilize this account for anything other than XXXX  as a bill account. This has been a traumatic experience for me as well as scary for my younger son as I do not hope nor wish he continues to have trouble as he grows. I have had little to no support but concerning allegations. I have been a victim of not only car burglary but identity theft for me and my son. This institution has disregarded my statements and calls. Where I stated accounts were opened in my name fraudulently and my sons in attempt to impersonate and make transactions and access funds through credit card companies and banks under our identity, As well my banking institution and XXXX and XXXX Id accounts compromised and passwords changed and accessed. I have reached out to merchants where they have stated address that are not my billing address or home address nor my email address that was compromised but a mix of ( name, emails, and addresses that are not mine or my XXXX old sons ) as well as accounts and emails that have been attempted in our names. This institution has left a bad taste as a consumer with them and I have never in the XXXX I have been with them had issues until now.

Company response to consumer: Closed with monetary relief