Consumer complaint received 2022-02-22
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:
On XX/XX/XXXX at XXXX, I received an email message that one or more phone numbers on your Capital One profile have been updated. I immediately was concerned because I was sitting down to dinner and had done no such thing. Following that email, at XXXX I received another email from Capital One, Do you recognize this purchase? on my card ending in XXXX from a merchant XXXX for {$160.00} that the outcome was Declined. Now I was very concerned, so I tried to go online via my normal mobile routed, and I was locked out. Hackers had gained access to all of my accounts somehow and had made charges on my multiple Capital One credit cards. 

Feeling incredibly violated and unsafe, I immediately called Capital One to report the suspicious activity on the XXXX card and asked the person to PLEASE check the other credit card accounts to make sure they were not used as well. I was assured all was in order and they changed the number to a new one, but I said I wanted immediate account closure so that they couldnt continue to outwit Capital One and exploit my accounts. So I paid the final amount due, they refunded the fraudulent charges, and closed my account. They said rest assure, youre protected by a {$0.00} fraud guarantee with confidence, and something that Id soon learn was the biggest pile of nonsense ever. 

I then ( immediately after hanging up ) closed my remaining credit card XXXX ( the one they said was clear of fraud ) using the web portal, and paid the final balance on it, and felt like I had contained the situation. Boy was I wrong. At this point Im maybe 2 hours of work into the fraud that was caused by Capital One data breach and the inability to keep client accounts secure. 

A couple of days later on my mobile app, I saw on the NOW CLOSED account XXXX that there were fraudulent charges from the same sources that appeared on the other credit card account. These were for airline tickets purchased from XXXX XXXX ( or site attempting to look like them ) and another travel agency or shell company of some type. On my statements, its easy to see that the tickets are fraudulent by some foreigner name as the traveler in another country ( XXXX? ). I dont even own a passport, let alone have never traveled outside of USA XXXX 

So I called and reported this additional fraud, that once again posted to a CLOSED account. Imagine my displeasure spending almost two additional hours with them on a phone call, only to find out that it was a known system problem that your agents were unable to report fraud on closed accounts, and something that they were working on correcting. I was told this from a nice lady who promised she would follow up with me XXXX week later, and she put in on her calendar to do so, with an update on the status of the company addressing this issue, and maybe then wed be able to formally submit a fraud ticket on this CLOSED account. Notice the capitals Im using for emphasis. Capital One is so incompetent that it allows fraud to appear on CLOSED accounts. In fact, charges post days after account closure. Then the owners cant fix it, even after investing now 4 hours of their personal time. But that was just the beginning. 

The scheduled day for the nice lady to call me came and went, and I heard nothing. I called multiple more times, spending hours with Capital One agents, begging them to delete the fraudulent activity. On XX/XX/XXXX I got a letter from Capital One, congratulating me on the successful conclusion of the fraud investigation for XXXX and on the same day, they reversed the fraudulent charges back, meaning I now owed them again. They sounded so proud of their " {$0.00} fraud guarantee '' in that letter to me. This letter is enclosed, along with my XXXX billing statement. You cant make this stuff up, they are THIS incompetent. 

I called Capital One after receiving the letter then seeing the chargeback, and they somehow concluded that it wasnt fraud. Note that these are the exact same charges that ( XXXX ) they alerted me to as suspicious activity and ( XXXX ) were made and found to be fraud on my other account. Same Turkish airline, same travel agency or service. Their reason was that they say the airline ( hackers ) supplied information that it was my wife and I who were the travelers, which simply wasn't so. The single ticket was purchased with a foreigners name as the traveler and it appears that way on my XXXX ( closed account ) statement. Capital One sent me the statement, but they appear unable to read it. They allowed a hacker into my account, who obtained my name, and somehow used it to buy a ticket under a foreigners name, which I then explained to them multiple times, and they wont trust a business client whos had hundreds of thousands of dollars on deposit with them, has had XXXX credit card accounts with credit limits in the hundreds of thousands of dollars, has never paid late, has ( had prior to this fraud and their subsequent reports ) perfect credit, and has been an account holder for decades. 

My credit score which has always been XXXX has now been destroyed by this single incident, currently it's XXXX or so. I sent two letters to Capital One departments on XX/XX/XXXX and have heard nothing back from them. They are continuing to pile on late charges and ruining my perfect credit, all from this one single Turkish airlines fraudulent charge. I simply can not believe this company and how it treats its business clients. DO NOT TRUST CAPITAL ONE WITH YOUR IDENTITY OR PERSONAL INFORMATION. They had a severe data breach in XXXX where personal information from millions of their clients were taken, and then when it is used against those clients, they demonstrate they are more interested in the dollar than their clients.

Company response to consumer: Closed with monetary relief