Consumer complaint received 2023-03-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I just recently received a Capital One credit card. They had been sending me offers for months, and as I was trying to rebuild my credit after XXXX years of identity theft, I decided to take advantage of a pre-qualified card for {$300.00}. I received this card 2 days ago, on Wednesday, XX/XX/XXXX. 2023. After activating the card, I decided to purchase some groceries on said card. I was shocked that I had NO CREDIT available as I hadn't even used the card yet. I checked my balance on the website only to find tons of fraudulent charges dating back to XX/XX/2023, two days before I received the card. I immediately called Capital One 's fraud department. I had a very trying conversation with a woman who did not understand why I was calling, what " fraud '' meant, etc. I spent an hour on the phone with her. By the end of my tutorial on fraud to an employee in the fraud investigation department, I believed that ( a ) a new card would be sent to me and ( b ) that provisional credits for the fraudulent charges would be available to me asap. I did receive a letter from Capital One the next day, XX/XX/2023, confirming said information. It is attached hereto. I also checked my account balance yesterday and saw that my new balance was {$180.00} ( which was still incorrect ), and I had credit available for {$120.00}. After carefully examining the fraud reported in the letter, I realized that not all my reported charges were listed. There was another fraudulent charge posted on XX/XX/XXXX in the amount of {$16.00}, which was not credited, although, on my account, it is listed as reported fraud. I checked into my account today, XX/XX/2023, only to find that a provisional credit for {$16.00} had still not been issued, and, alarmingly enough, my account of credit available had been decreased to {$5.00}! I called in to question this and spoke to two people. I did not get the first gentleman 's name, but I did ask to speak to a supervisor named XXXX XXXX? ), who identified herself as a Senior Accounts Supervisor. Both customer service representatives reported the same information to me : ( a ) for Capital One, provisional funds credited do not become actual funds until their investigation, which can take up to 90 days, is completed. I asked what the purpose of issuing unusable funds on my account would be, and I did not receive an answer ; ( b ) I asked why I could not find that information in any disclosures I received from Capital One, including the email I had just received and was told that it was a Capital One policy that was only disclosed to the client when the fraud was first reported. I replied that I had received no such disclosure and asked for a copy of the recording of that phone call. I was told that I would not receive such a recording; finally ( c ) I expressed to both customer service employees that, unfortunately, I had been a victim of identity theft many, many times, and due to this latest breach, I had closed my XXXX account since unfortunately, all of my recent fraud seemed to come from this company and had made another identity theft report to the FTC. I also stated that I had NEVER had another bank nor credit card company treat " provisional credits '' in such a way and felt that I was being discriminated against based upon the fact that I had listed all income as SSDI and explained that it was illegal to discriminate against someone with a disability. XXXX 's response never changed. She said it was " impossible '' to issue actual, usable credits until the investigation was completed. I asked if there was another person, perhaps in another department, I could speak to who could make this " possible, '' and she refused to provide me with any more information, suggesting that even the CEO could not overrule this undisclosed policy.

Company response to consumer: Closed with explanation