Consumer complaint received 2022-02-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
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:
Hello, On XX/XX/2022, I noticed fraudulent activity on two of my Capital One cards. There were two fraudulent transactions, one from Kids Footlocker charge of {$160.00} in XXXX XXXX and another transaction at Full Movers amount of {$10000.00} in XXXX XXXX. I had immediately reported the two transactions that both had occurred on XX/XX/2022, as a fraudulent activity to Capital One. I had locked all my cards during this time. At that moment, the representative had called me twice on XX/XX/XXXX, asking if the card was lost or stolen. 
I had reported to the representative that both cards ( old cards ) were in possession during that time. I had also informed the representative that my husband received a replacement card of Capital One in the mail a couple of weeks before this activity since his old Capital One card was going to expire in XX/XX/2022 but did not receive any other cards in the mail. 
The representative reviewed the system and informed me that two more cards were mailed out, one for me and another for my mother in law, However, we never received them, except for my husband 's credit card. So, therefore, she immediately sent new credit cards via XXXX. Then she was like, they will continue with the investigation, but we received no other calls after that. After the phone conversation, during this investigation process, the representative had removed the two transactions on XX/XX/XXXX. So the two new Capital One cards with different account numbers were received by FedEx in two days at my house after reporting the fraudulent activity. 
Then I noticed again on my transaction that " purchase adjustment '' of {$160.00} on XX/XX/2022, and on XX/XX/2022, " purchase capital one added adjustment '' of {$10000.00} again in my charges. I had made another call out to Capital One customer service on XX/XX/XXXX about why these charges were added to the bill again, and the representative had reported that they had not found any fraudulent activity during the investigation. After spending two hours on the phone talking and waiting for different representatives from the fraud department, the representative removed one transaction from XXXX XXXX XXXX again on XX/XX/XXXX from the bill, but the representative was unable to remove the {$10000.00} Full transaction Movers. 
While this was occurring, someone used my husband 's to purchase from XXXX 's XXXX on XX/XX/2022, and I had received multiple emails from Capital One to unlock my card for the transaction to be approved. I also had reported this fraud activity to Capital One during this time on XX/XX/XXXX. The representative from the Fraud department had told me she would try reinvestigating this case since it has been closed due to insufficient evidence of fraudulent activity. However, I still have not received any answers about who had made the fraudulent transaction under my account if I am reporting I did not do it. 
Sincerely, Thank you

Company response to consumer: Closed with monetary relief