Consumer complaint received 2015-05-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
On XXXX/XXXX/15, I was readying to fly back XXXX ( see XXXX ) for a close family member 's funeral and stayed at a hotel at the XXXX airport. Before leaving, I hired a dog sitter and her friend ( who had been referred to me by people I knew ) to watch my XXXX dogs at my home, collect my mail, and take care of my plants. I had given this person the key to my house. On XXXX/XXXX/15, I fly to XXXX, and did not arrive back to XXXX until late evening of XXXX/XXXX/15. When I arrived back home, I realized that my debit card had been used to make approximately XXXX purchases from my checking account with Capital One 360. I immediately called and stopped my debit card, but since I had been gone for over a week, did not know what had gone on. Since this has occurred, I have fought with Capital One tooth and nail, and even though I have sent Capital One a notarized affidavit of the XXXX charges not being mine, a copy of my itinerary, and a police report, they have continued to question each and every charge, making me send them the exact same paperwork for each and every single charge, eventually, finding in my favor for all charges, except for XXXX, which is the reason for this complaint. There was a charge for {$410.00} made on XXXX/XXXX/15, ( also when I was still in XXXX ) made through XXXX Online Catalog, ordered with next day delivery. Please note that I am a customer of XXXX, but have never ordered online or through their catalog ; I have always gone straight to XXXX of the XXXX stores available to me in the XXXX area! In addition, I had a credit from XXXX which I had just received in the mail a few days before I left, and which was sitting out on my desk by my computer for 40 % off. This coupon was used by the woman who also used my card. I suppose the bank found this somewhat strange that the person who used my debit card would also used this 40 % off coupon. However, I think that she was probably just trying to buy as much merchandise as she could with my debit card and therefore used this coupon as it was just sitting there, unfolded and open! I went round and round with Capital One about this charge, and XXXX of course disputed this. I asked Capital One how they could find that all the other XXXX charges were not mine, but that this one was?? THe other thing was that this item was sent by XXXX with no signature required??? That is strange in itself. The delivery slip ( attached ) says that the deliveryman was " met by a woman ''. That 's impossible because I was gone all day on the XXXX of XXXX, 2015, as I had medical tests scheduled XXXX miles away in XXXX. I did not take delivery of this XXXX item, however the woman I hired was told to leave my housekeys under my mat ( I have since changed my locks ) and they were there when I arrived home early evening on XXXX/XXXX/15. Attached to support my claim are all of my discussion with Capital One 360, police report, XXXX dispute, delivery page of XXXX item with no signature, and my itinerary showing I was out of town until XXXX am on XXXX/XXXX/15 and then not home the entire day of XXXX/XXXX/15! Capital One has refused to see my point of view on this claim so not am I only out {$410.00} for an item I never got, but I am also unable to use the XXXX Credit for 40 % off which is rightfully mine and was used by this woman while I was Back XXXX for a family funeral. I want my complaint forwarded to the Department of Banking for further handling and to cause Capital One 360 to return my monies of {$410.00} to me, as I did not do this transaction and did not benefit from this transaction.

Company response to consumer: Closed with explanation