Consumer complaint received 2020-05-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
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:
In XXXX of XXXX, was charged duplicate transaction, and received notification by email alert from credit card company Capital One, promptly followed their process to initiate a dispute to try to resolve it via their website. 

In XXXX, I have been unable to check the status of that dispute, because after returning from a lengthy trip to the former XXXX XXXX member states including XXXX and XXXX, I changed my residential address and other such details. 
As per the cardmember agreement, I promptly contacted Capital One to provide them these new details in good faith, and they responded by saying they had to transfer me to someone who could put them into the system. That person instead of being someone with the capability to do that, was in fact a fraud department specialist who decided to freeze or hold to my account in some way. 

I filed a prior complaint regarding that, and was contacted by the company to tell me of the steps they were taking to review my information and resolve the issues. 

However fast forward now to XX/XX/XXXX, and I have received an email letting me know that a statement is available, and showing a statement balance much higher than my own records and spending reflect. 
I am unable to make purchases on the card given this frozen status. I also am unable to view the statement on the website. And customer service is unwilling to send me a paper statement, or discuss what led to the roughly XXXX dollars in account balance. 

Since I have made no new purchases, I can only suspect that this is due to an error of some kind, unless someone else is making purchases on the account? 
However, due to the status of the account, customer service is unwilling to document my concern about errors or fraudulent transactons, and is unwilling to speak to me about what led to the new balance. 

They instead transferred me to a fraud specialist. Who was unwilling to document any new concerns. 

I am informed that they received all the requested identity documents, and they are still being reviewed. 

If I can not confirm why there is now a balance on the account, how can I in good conscience be expected to issue prompt payment for this roughly XXXX dollars that is allegedly due. No statements, and no communication from the company?? 

Although I am a patient person generally, and have waited several months for the company to finish reviewing the various identity documents they have requested and received ; I am now concerned their unreasonable demand for payment of roughly XXXX dollars ( in error? ) will result in harm to my credit score, and erroneous, and harmful information being submitted to the credit bureaus such as XXXX, XXXX, or XXXX. 

The company provides only a customer service phone number, and their customer service team is unwilling to respond to me on this issue.

Company response to consumer: Closed with non-monetary relief