Consumer complaint received 2019-08-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA
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, a charge of {$2400.00} was made by XXXX XXXX to my Capital One credit card account. This charge was not made by, or authorized by me. It was the direct result of identity theft.

On XX/XX/2019 I had reported to the Capital One Fraud Department once I noticed fraudulent activity on my account. The perpetrator of this activity was using XXXX XXXX to make unauthorized transactions. I do not have an account with XXXX XXXX!

That very day, on XX/XX/XXXX, I had my Capital One credit card cancelled, my account frozen, XXXX XXXX   removed from my account, a new credit card issued, as well as reporting the identity theft to each of the credit monitoring agencies.

On XX/XX/XXXX, XXXX XXXX, was allowed to access my account to make a {$2400.00} charge without my consent. It placed my account over its credit limit. This was AFTER I had already canceled my card and froze my account with Capital One on XX/XX/XXXX. All of this resulted due to the fact that Capital One had not removed XXXX XXXX from my account as it stated.

Once I noticed this transaction I immediately called Capital Ones Fraud Department on XX/XX/XXXX. I was told an error was made on their part and that my account would be credited the full {$2400.00}, and XXXX XXXX would be removed from my account immediately. However, that did not happen immediately at all. Three times I have been told this by Capital One fraud department after repeatedly calling. Only after the third time, did Capital One finally remove XXXX XXXX from my account but again, I was never reimbursed.

According to Capital Ones own Fraud Policy, ... you are never held responsible for unauthorized charges with a {$0.00} fraud liability.

After making no progress repeatedly calling Capital One by phone I started writing my Dispute Letters. Capital One responded by by reimbursing my account {$1000.00} on XX/XX/2019. A week later I received a Notice from Capital One quote, Heres an update on your dispute with XXXX/XXXX # XXXX on XX/XX/2019. However, we need some additional information The additional information was a for a form to be filled out and receipts for the XXXX   purchase. NONE of which was part of my original dispute! ( The XXXX  gift card purchases were part of the identity theft/ fraud scheme but I was not asking to be reimbursed for that purchase, only the fraudulent transaction of {$2400.00} and any interest charges that went with it. ) After filling out the forms and faxing all paperwork to Capital One Fraud Dept. on XX/XX/2019, ( costing me an extra {$24.00} for the faxes ) Capital Ones reaction was to Rebill my account {$1000.00} without any notification prior, again placing my account over its limit, and again causing me undue financial hardship.

Today, XX/XX/2019, I received a letter by Capital One. Again it completely ignored my original dispute writing, We have a limited amount of time to reverse a merchants charge. Unfortunately, that timeframe has expired and ending with, We are reapplying the charge to your account At this time, we consider you case closed.

Company response to consumer: Closed with explanation