Consumer complaint received 2020-03-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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:
During XX/XX/XXXX, I applied for a Wal-Mart Credit Card through Capital One Credit Card Services. I receive an email on XX/XX/XXXX stating " Your new Capital One Walmart RewardsTM Card is in the mail and should arrive by XX/XX/XXXX. When you receive it, follow the instructions on your card to start using it. '' The following month on XX/XX/XXXX I call Capital One to let them know about the fraudulent activity on my card. They said they would investigate and help me resolve this issue. The fraudulent purchases were made in New Jersey. The date of the fraudulent purchases was XX/XX/XXXX. This is only 5 days after they said I would receive my card. I told the the Capital One person who was helping me, that I have never been to New Jersey and I have never purchased any XXXX  equipment. He made sure the card could not be used anymore and issued me a new one. 
On XX/XX/XXXX, I received a letter from Capital One stating that " We want to assure you that you won't be liable for any unauthorized charges. '' This is definitely an " unauthorized charge. '' n XX/XX/XXXX, I received a letter from Capital One stating " We're happy to tell you that your fraud investigation with Capital One is Now resolved. '' It goes on to say, " As part of our {$0.00} fraud liability promise, you were not held responsible for any fraudulent charges. '' The statement I received from XX/XX/XXXX to XX/XX/XXXX, showed a credit in the amount of {$950.00}. I was relieved to see this and thought that this nightmare was over. 

Sadly, it wasn't over. The statement for XXXX through XXXX came and I saw the charges back on my card. 

On Monday, XX/XX/XXXX at approximately XXXX I called Capital One customer service and asked to speak to someone about the fraud that was happening to my account. The woman who I spoke to said that they had found that no fraud had occurred on my card and that is why they put the charges back on my account. I explained the situation but sadly, she would not look any further into the matter because the investigation was closed. 
I asked her to please close my account so this would not happen to me again. She closed the account and said I would be responsible for those fraudulent charges. I explained that I did not authorize or have knowledge of those purchases. 

After I hung up with the representative from Capital One, I found the letter dated XX/XX/XXXX, which stated the fraud investigation was now resolved. At the bottom of the letter it had a totally different phone number than the one I dialed on Monday evening ( XX/XX/XXXX ). On Tuesday Morning ( XX/XX/XXXX ), I dialed XXXX and spoke to someone in Fraud department who then sent me to a supervisor by the name of XXXX. I explained to XXXX the fraud that had occurred to my account. She said there was nothing she could do and Capital One had not found any evidence of fraud. I couldn't believe what I was hearing. I told her that I have never been to New Jersey and that I have not purchased or authorized any purchases from that XXXX  XXXX  on the date of XX/XX/XXXX. We spoke on the phone for about an hour. XXXX went on to say that there was another letter dated XX/XX/XXXX that informed me about the resolution to my fraud case. I told her that I had not received that letter and she said it was mailed and I should have received it. I explained to her that the only letter I received dated XX/XX/XXXX was the one I  read to her. She then read another letter with the same date and said that letter was in their system and I should have received it. I asked her to mail it to me and she said it would take 7 to 10 business days. She also asked me to give her my address and I told her, " you already have my address on file, why do you need it again? '' and she said she couldn't mail me the letter unless I gave her the address first. 

I asked her to please let me know what her investigation entailed and she told me she couldn't give me that information. I then asked her to please give me the address or phone number of the place where the fraudulent charges were made. She said she didn't have one. I asked how do you know this is a legit business? She said they do business with many companies who don't supply an address or a phone number. 
I could not believe this!!!!!!! 
I was in shock!!!!!! 
I asked her then how do I investigate this fraud if you can't give me any information. She said that there was nothing else she could do to help me. 

I looked up the " XXXX XXXX  # XXXX '' online and it comes up as a scam alert site https : XXXX I told XXXX about this and still she would not look any further in to my case. 

I am asking CFPB to please help me find out why Capital One will not credit my account and see the fraud they are doing to me and to countless others who may be in a similar situation.

Company response to consumer: Closed with monetary relief