Consumer complaint received 2021-03-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
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:
On XX/XX/2021 I went to a local XXXX store to purchase a small amount of items. On my Capital One account ending in XXXX ' I made a purchase of {$13.00} and immediately after at XXXX XXXX on XX/XX/2021 at the same location I used my Capital One debit card ending in XXXX ' to withdraw {$20.00} from my checking account. 

Roughly 5 minutes later, after I had already left the store, a charge for {$200.00} was processed on my third capital one account, a credit card ending in XXXX '. 

Once I was notified through text that this charge was attempted I locked the card and contacted Capital One. This call took place at roughly XXXX Eastern Standard Time as I could not call until I got home from running errands ( calling while driving is against the law. ) I made this call from my phone number, XXXX. 

On this call I was assured by the phone representative that there is zero Fraud responsibility on myself as the consumer and that the transactions will be removed from my account. I also advised the phone agent who I spoke with that I believe I dropped my card in the store while I was doing the two initial authorized purchases as the card was no longer in my wallet. A credit was issued and investigation started. 

On XX/XX/XXXX, I received the Fraud acknowledgement letter from Capital One. Less than 2 days later I received the attached letter stating no Fraud has been found ; however, absolutely NO evidence was provided to show that I made those transactions. How I reported the transactions aligns with how the transactions occurred and based on how quickly the response was received ( over the weekend as well ) no thorough investigation have been done. 

Here are the facts : 1. I was in the store that day *before* the purchases occurred and performed two authorized and undisputed transactions. 
2. Several minutes after I had already left the store, a new transaction for a large sum of money ( possibly a Gift Card based on the amount ) was processed. 
3. Large purchases such as this do not match the spending history of my account as large transactions are always placed on my other card ending in XXXX '. 
4. I was assured by the phone agent that I would not be held responsible for the transactions. 
5. No evidence showing I made the purchase was provided by the bank. 
6. I have had this account open for roughly 5 years now as well as multiple other accounts through Capital One and have had no prior Fraud claims on my accounts that I can recall.

Based on the information above which was already provided to Capital One during my initial call with them which they can also see at any given time, the transaction on XX/XX/XXXX for {$200.00} is not a transaction I have authorized. The fact that Capital One would so easily try to pass liability for the transaction to a customer who has multiple accounts that have always been in good standing for no reason is absolutely DISGUSTING. If this is not resolved immediately I will escalate this issue further. 

I have attached information available regarding the two authorized transactions as well as the letters received.

Company response to consumer: Closed with monetary relief