Consumer complaint received 2017-01-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
Product: Credit card
Issue: Credit card protection / Debt protection

Complaint:
Both of my credit cards that I have in my name are serviced by Capital One. They are my ONLY consumer credit I have. On or about XX/XX/XXXX after returning to work from a 30 day medical leave, I noticed that there were some suspicious charges in both of my accounts, specifically XXXX & XXXX charges at first. Prior to my medical leave, I paid both of these cards down to less than a {$300.00} balance. This signaled to me that my credit cards had been used for unauthorized purchases, so I called Capital One. At first it seemed like they were doing their job and trying to help me. I had asked if the Capital One specialist if they could mail a paper transcript for both accounts. XX/XX/XXXX one of these arrived, but not the other. And Capital One had issued new cards to me and rolled back most of the charges believed to be in question. They had also made these cards inactive. So unexpectedly, the XXXX holiday was met without the typical use of credit cards for buying gifts & the plane tickets that I needed to get to my Dad 's house in XXXX. This was an enormous hassle! And, while this fraud investigation was on-going, the credit bureaus were reporting on my balances as being close to XXXX %, not the actual less than XXXX % I should have had, which SIGNIFICANTLY harmed my credit score. When the lease on my car ended on XX/XX/XXXX, and I went to purchase the residual balance, but not one bank would give me a loan with my new XXXX credit rating from my normal XXXX. I tried XXXX banks in all. Obviously, I had to do something, so I worked with the XXXX dealer and came up with a solution to purchase a new vehicle and XXXX would give me a loan. Not only was this the LAST THING I wanted to do, but with the XXXX credit rating, instead of getting the 0 % interest loan I would have normally qualified for, I had to accept a 8.9 % loan, on a {$45000.00} balance! Now for the next 6 years I 'm stuck paying an additional {$11000.00} in interest on this loan. I called Capital One each week in XX/XX/XXXX to get the status, each time they said they were still working on it because a merchant or XXXX had refused the rollback. 
Over the holiday break, I lost my cell phone and upon arriving in XXXX on XX/XX/XXXX, I called Capital One the next day to give them my new cell phone number. While I had them on the phone I reminded them that I had n't received the second transcript and they said it would be sent right away. They also said they would get back to me when the investigation was complete On Friday XXXX I received a voice mail from Capital One indicating that I needed to return their call. That day was very hectic at work and I had a family emergency too. I called Capital One the following Monday morning, today. After waiting on the phone for over an hour, I was told my account had gone to collection for non-payment. I was livid but remained cool over the phone. I told them the situation and that I was STILL waiting for the second transcript they had promised. I was told the merchant disagreed with the transaction rollback. I KNOW FOR A FACT that I did not use their services, I NEVER have in my life. This has gotten completely out of hand and short of retaining an attorney and throwing good money after bad, I do n't know what to do. Capital One says that they would consider any new evidence if I provided it, meaning the transactions logs for each cards marked up showing ALL of the fraud charges with my signature. I simply ca n't provide them something that they have yet to send to me to mark up. The first one has been done for over a month. I really thought the second one would arrive in a day or two so I held onto it, believing I would just mail them together. Capital One threw their unprofessional & inefficient approach to this situation is the reason it has taken so long to even get to this point, the reason I 'm stuck pay

Company response to consumer: Closed with explanation