Consumer complaint received 2021-11-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
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 have been a Capital one card holder since XXXX I noticed a charge of {$2500.00} on my card dated XX/XX/XXXX that I had not authorized. I immediately called the company to let them know I did not make the charge. Capital One issued a credit for the amount, and opened an investigation. I received a letter from Capital One on XX/XX/XXXX stating that the investigation " ... is now resolved '' and " As part of our {$0.00} fraud liability promise, you were not held responsible for any fraudulent charges. '' XXXX the same day they charged my credit card the {$2500.00} again and sent another letter that said, " Information we discovered leads us to believe you or another account user benefitted from the transactions. '' When I called to determine more information about their " investigation '' all they would tell me is that the merchant, XXXX XXXX provided emails showing that I had corresponded with them on my email account. The representative I spoke with stated that they assumed the charge was legitimate because a merchant wouldn't have my information, and especially my email if it was fraud. I explained to them that I looked for the emails that the merchant was alleging I had with them, but there was no record of any correspondence in the email account they were providing as " proof '' and that I did not delete any emails in my account. I explained that it would be simple for a fraudulent merchant to spoof emails, especially if they were only providing printed copies. This is especially true due to the XXXX  data breach of Capital One of more than XXXX XXXX accounts. I asked for copies of these emails and they refused to provide them to me. They also indicated to me that I placed the order at XXXX. I explained to them that this website doesn't exist - it redirects to XXXX  where it is offered for sale. The Internet archive ( XXXX ) shows that this domain has not had a legitimate website for years. Capital One alleges that I placed the order and was charged on XX/XX/XXXX, but allegedly received the merchandise on XX/XX/XXXX at my address. They did not seem to care that a merchant took XXXX weeks after an item was delivered to charge my card. Furthermore, they allege that what I ordered was a reclining sofa. Due to supply chain issues, sofa 's are being delivered XXXX  months after they are ordered, not XXXX weeks before. I explained all these things to Capital One on that phone call and in subsequent letters, but they refuse to take the fraudulent charge off of my card. They also refuse to provide any proof that I ordered the merchandise or that I received it. Perhaps they know they can't, because I did not order it, nor did I receive it. I have never heard of XXXX XXXX until I saw the charge on XX/XX/XXXX on my card. Capital One won't even give me any information on the company, other than to tell me I should write to XXXX to challenge the charge. I am not going to negotiate with a bunch of criminals! How can Capital One ( or any credit card company ) get away with slapping a fraudulent charge on someone's account without any proof at all that I made the charge?

Company response to consumer: Closed with explanation