Consumer complaint received 2018-11-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AR
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I have had a credit card account of one type of another with Capital One since XX/XX/2011. I currently have two accounts with them. I had never missed a payment and rarely carried a balance with any of my credit cards. At the beginning of this year, in XX/XX/XXXX, I started to have some problems with transactions that I had not made appearing on the accounts. I went through the proper dispute steps with the company but was often transferred numerous times to various departments. I would be told the dispute was made and the transaction was removed only to have it placed back on the card or cards without any further information. Finally, in XX/XX/XXXX the transaction on my GM Capital One Card was permanently removed. When I talked to the representative on the phone I asked if both transactions were taken care of or if there would be anything else I needed to do. I was told that the company needed no further information from me and that none of the disputed transactions would appear on my account again. Two days later the transactions on my XXXX card were re applied. No further information was provided. No explanation or record or proof of anything. I called Capital One back and asked for a supervisor. I explained the situation and that I had just been told by phone that the situation was handled and nothing further was needed. The supervisor informed me that no notes of that kind were recorded on my account. He went as far as to tell me there was no record of me contacting the company on the day in question. Obviously my phone records would contradict that. The company has never provided proof of anything. I was then told that due to the amount of time that had passed there was nothing that they could do. I had followed every step that Capital One had given me. I was told it was taken care of. Due to their own lack of communication and the language barrier with their overseas operators Capital One greatly dropped the ball on this situation and has taken no responsibility. Basically at this point, they would have to eat the difference and they aren't willing to do that. Capital One advertises 100 % fraud coverage constantly. They have not only screwed up my account but breached our agreement. When Capital One added the transactions back to the account in XX/XX/XXXX I told them I wouldn't pay anything further until it was straightened out. I can not pay a balance that isn't accurate just because they say so. During that time they have added numerous late fee and interest charges. My account is currently so out of whack they are wanting {$680.00} to keep from charging it off. All they had to do was remove charges that were not made by me. The only information I have bee given is that the purchase were for children 's clothes or toys from a company in XXXX. I don't have any children and I certainly never ordered anything from XXXX. In the past year I have reported this to the XXXX XXXX XXXX and the credit bureau sites. The XXXX XXXX XXXX asked for a response to their response which was Capital One saying they could find no such transactions, when in fact it was the last transaction posted on the account. I wrote the response within the allotted time and never heard back from Capital One or the XXXX XXXX XXXX. When I turned in a dispute to XXXX, Capital One responded back with how they didn't see any disputed transactions on the account and that dispute through credit sites like XXXX were often not initiated by the card holder. I have no idea what that even meant, but it was obvious that XXXX  nor Capital One had any desire to try to correct the situation. The transactions were easy to find with the corresponding dates they just have no desire to correct it. The transactions were corrected on the GM card but not the XXXX  card which makes this all the more confusing as to why this has been so hard to correct. I just want my account and credit restored. I had a XXXX credit rating before all of this happened and as I said had never missed a payment. I now have a XXXX credit rating. This has left me unable to buy a new vehicle or pursue employment in the XXXX  sector in an attempt to transition from XXXX XXXX. This is greatly affecting my life and taking away my freedom as an American simply because of a greedy credit card company. There isn't a cause for this other than a large corporation that outsources their labor to foreign countries and doesn't require them to speak English.

Company response to consumer: Closed with monetary relief