Consumer complaint received 2021-07-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX I reported a problem with XXXX They had charged my account {$540.00} even though, they should not have. I wrote to XXXX and I called but I might as well have just shouted into the bathtub for all of the help that I got. In fact, the number then XXXX called me back from was out of the XXXX and I could not return their phone call because I dont have international calling. I have all of the proof written in communication with the hotel that refunded my money. And proof that the hotel told XXXX to refund my money. Only like I mentioned, XXXX  is impossible to get in touch with. I called my checking account owner, capital one bank who gave me a provisional credit. I also told him that I had everything in writing and if they wanted it I could supply it now one month and one week later on XX/XX/XXXX, my provisional credit has been removed and Im now back on the hook for {$540.00}. Its interesting to note, The capital one was supposed to mail me out a new debit card. Only, they left the one under which I had reported the booking.com in accuracy open. They never canceled it. So the next thing that happened was that somebody continued to use this card that I was told was canceled and when another almost {$500.00} in Various charges showed up debited from my checking account, I called capital one to learn oops, we never canceled the old card that was our fault sorry. So I was issued more provisional credit and they told me they would expedite a debit card immediately closing the one that still had never arrived after the first in accuracy with XXXX  and closing the originalone that the booking.com purchase was made on. 

The second round of fraudulent purchases ( remember, I had no physical debit card because I had been told it was canceled and I was waiting for a new one, also this was reflected as fact within the capital one app -as it showed no active debit card on the account and that was true but someone had my active debit card all because the bank never closed the first time.. ) I was told they would expedite a brand new card and the one that originally was supposed to be closed because of fraud, would definitely be closed this time and the one that was on its way was also going to be canceled because, they needed to do that in order to mail me out a new one. 

Now, XX/XX/XXXX comes around and capital one debits my account for the provisional credit from the original fraud through XXXX and says no fraud took place. I am now - {$540.00} in my checking account and I still, never got that expedited card. Instead, capital one mailed it out regular old mail and it arrived at my home after I left on an extended trip to receive treatment for XXXX XXXX, with an XXXX XXXX  in XXXX. Not only did capital one leave open a card I called to report as fraud, they allowed those charges to go through -all done electronically without an actual physical card. Im guessing that since the first provisional credit has been reversed, theyll soon reverse the others that were made on the card that shouldve been closed All of these things are true. I was treated terribly and the customer service, let alone the efficiency Of this bank, Leaves much to be desired. I would like this provisional credit that they debited from me to be reversed and I do you have the proof in XXXX telling me theyre still investigating even though I have a hotel that says they told XXXX to refund that money because of the original issue which was a miscommunication on behalfofXXXX nd This was money that they lost because of theyre inefficiency and it was money I needed more than ever to travel and survive during this XXXX XXXX then Im receiving out of town I ask you for your help please

Company response to consumer: Closed with explanation