Consumer complaint received 2021-10-12
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: Card was charged for something you did not purchase with the card

Complaint:
Capital one has conspired with XXXX  to commit fraud against its customers. 


In XXXX I was a the victim of several data breaches and my personal information published on the dark web. I lost access to all my social media accounts, someone had gained access then changed passwords and recovery information. It was a mess I changed everything over including my phones.The extent of damage at the time seemed to only be from me changing everything. I watched closely my credit accounts, canceled cards, didnt ask for new ones to be sent out ; worried that my mail would be forwarded to a bogus address. My Capital One QuickSilver card and XXXX  account was part of this process. It took days of searching the web for XXXX contact information. Eventually I had to make another account and from there was able to find their correct customer service phone number to cancel. ( XXXX  customer service number published on the internet belongs to a car warranty center. ) After some time I was able to regain access to my XXXX  acct XXXX. and eventually all of my social media except one XXXX  acct XXXX. That acct is still locked down. 

I believe it was in XXXX or XXXX I received an email from XXXX  saying they had lost a lawsuit and I was entitled to free XXXX  credits if only I logged back in ( see link for more information on lawsuit XXXX XXXX XXXX ) I logged back into my XXXX  account. I dont remember actually giving XXXX  permission to start charging my XXXX  XXXX XXXX acct again after I logged in. Im not trying to dispute the XXXX  XXXX XXXX charges. However, I should, I was using the credits that I was made to believe from the email they sent I that I had been awarded thats the ONLY reason I logged back in as I already had another accout that I was also paying on. 

In XXXX of XXXX I was again the victim of data breaches where my email and personal information were published on the dark web and I lost access to all social media and email accts. I again had to change everything over my XXXX  account was again one of the accounts I ended up canceling due to no longer having access you can see in my XXXX  account all purchases stopped after this date. In XXXX you can also see that I had cancelled the acct as all activity on the account stopped. 

It seems XXXX  business plan is to continue billing for as much time they can as long as you arent able ohysically access your account they dont have to acknowledge contact by phone and the credit companies are completely on board with this policy. XXXX  routinely debits expired old credit cards. Bipassing their card numbers and pulling directly from the accout. This standard operating procedure because the credit card companies allow these charges to go through. 

In XXXX of XXXX XXXX began charging my Capital one quick silver account again without my permission knowledge without an active account as I had called in to cancel. The card they had on filed was canceled in XXXX the expiration date also expired. Just standard operating procedures. Eventually one of old cards will go through. 

I never gave XXXX  permission after I cancelled my account in XXXX to charge my Capital One Quicksilver acct. I havent had an active card attached to the account since XXXX. The card number wasnt changed because they never issued a new card that was activated. I dont even have access to what the card number was as that card is invalid from 8 years ago. Capital One cant even give me what the card number was. They used information from my acct that should have been removed in XXXX when I called and told them I no longer had access to my acct. and I was the victims of identity theft. 

On XX/XX/XXXX I again was the victim of data breaches and again my emails and social media accts were taken from me again I regained access then again. I began researching all my credit accounts looking and researching all charges. In XXXX I began a new XXXX  acct. I was using another account paying for their XXXX services so my husband receiving an email about an XXXX  charge wasnt something to freak over. But seeing 2 charges is. It took looking at all months on all credit accounts to find there was a double charge. The fraud went on unchallenged for 4 years. During the week of XX/XX/XXXX I contacted XXXX  regarding the fraud. I was offered the month of XXXX back. I did not take their offer after closing my XXXX  account even though I STILL have credits owed from the lawsuit they lost I closed the account and contacted Capital One to file a claim for fraud. 

XXXX advised during while I was speaking to them that it is standard operating procedures to not refund fraudulent financial activities and it is also standard operating procedures to charge old cards on the acct after the acct has been cancelled, that Capital One and in fact that all the credit card companies are onboard with this type of fraud. Why wouldnt they be? They get the interest charges its in their best interest to make as many fraudulent charges on accounts as they possibly can. 

The first set of Capital One agents I spoke to regarding the fraud on my account also confirmed that this is their standard operating procedure. Why would they care if a company is fraudulently charging on a closed card as long as the account is open all charges go through as long as theres credit on the acct why should they care and I had some audacity for even questioning this practice. 

The next set of Capital one agents finally took my fraud claim and I was refunded 4 months of fraudulent charges. I am not ok with this result. But wait theres more On XX/XX/XXXX after agai. Cancelling my account XXXX dinged my Capital One card however that charge is still pending so on XX/XX/XXXX they dinged it again that transaction was declined so they went to my other card my XXXX  XXXX XXXX card that was cancelled in XXXX. 

Tonight XX/XX/XXXX I called XXXX  again and asked to cancel my account I again had to go through the whole situation and getvtold I was a liar until I was able to provide proof of my calls and contact during the week of XX/XX/XXXX. The agent XXXX  then refunded 1 years worth of money they stole from me. This is still unacceptable I am not going to stop until I get a full refund. 

Capital One Quick Silver and every credit card company that conspires with XXXX  in this fraudulent illegal bad business practice should be held liable too. 

( In a perfect world I would have back the monies that were taken after the closure of my account in XXXX. I am not that hopeful, I am asking for Only XXXX as I can PROVE those charges are fraudulent. It is XXXX  and the credit card companies business plan to commit fraud against their customers. However I know that it was probably another bad business practice of XXXX  to start charging all the old cards on all the accounts that logged back in after receiving notification of available credits due to their loss of a lawsuit. However, I just cant prove I didnt authorize those charges as that card was still active when I logged back in and its completely possible that I just cant remember adding the card. ) I am due XXXX plus interest for the unauthorized fraudulent charges on my credit card. I am also owed apologies and there needs to be an audit of XXXX business practices. This cant be allowed to continue. 
.

Company response to consumer: Closed with explanation