Consumer complaint received 2018-01-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA
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:
on XX/XX/XXXX- XX/XX/XXXX, i was involved in a scam. that morning of XX/XX/XXXX, i logged into my XXXX account and it said that i had been victimized, for lack of a better word, and that all my account info had been stolen. immediately i XXXX for a number to call XXXX and resolve this. i have since been told that XXXX does not have a listed phone number. but, when i XXXX the number came up as XXXX. i immediately called the number and spoke to a man, XXXX XXXX , at ext. XXXX. he told me yes, my account had been hacked and that i had 115 trojans showing. he also told me all my credit card info had been hacked, as well as my bank account, etc. i have to tell you i was scared to XXXX. i am a single XXXX year old vetran living on social security XXXX and i was shaking. he told me XXXX had a resolution for this problem. he told me i would need to buy {$300.00} worth of XXXX XXXX cards and they would be used to handle the cost of restoring my firewall and no one would be able to hack me again. he assured me the money would be refunded by XXXX within 5 to 7 days. i went to my XXXX XXXX and purchased the cards. he stayed on the line until i returned home and read him the numbers off the XXXX worth of cards. he then told me it would take 12 hrs. to restore all my accounts and to call him the next morning. the next morning i called and he announced that we were halfway there. he then told me i would have to purchase an additional XXXX worth of cards and read him the numbers off the cards. again he waited on the phone while i read off all the numbers. he told me to rest assured that XXXX would be refunding me the money. while i was waiting on hold, pictures of the actual XXXX  operations bldg. were shown i guess so i would feel safe. at this point i questioned him again about the refund and again i was told this was how XXXX took care of hacker problems. in his next breath he told me i would have to get an additional XXXX worth of i tunes cards to continue. i told him i could n't and he got nasty with me. it was then that i thought i may be being scammed. i told him i was going to turn him into the bbb and he laughed. i hund up and immediately called both credit card companies that i had used and told them what had just happened. i was told by the first to rest assured that i was covered and was not liable. not to worry. the second credit card company told me to wait 5 days and they would handle it, again no worries. so i believed i was ok. both credit card companies have since told me there is nothing they can do and that i 'm responsible. i am just sick over this. the other man i talked to was XXXX XXXX, XXXX id # XXXX, XXXX. the next man was XXXX XXXX at ext. XXXX when i tried to call them back i got a recording that the number was no longer in service.

Company response to consumer: Closed with non-monetary relief