Consumer complaint received 2020-04-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
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 used my credit card for the final time, XX/XX/XXXX : purchase on Capital Ones record-was for a Hotel in XXXX, FL. 
The only other use, by me, with this card ( since XX/XX/XXXX ) was an auto-payment that is recurring, monthly, with XXXX ( late XXXX -a charge for {$5.00} XXXX Capital One emailed me a potential fraud alert on XX/XX/XXXX & I immediately took a break @ work to call them. Capital One customer service discussed that someone had used my credit card to make 2 charges through Walmart.com, these were fraudulent charges made by someone who stole my credit card information. 

Capital One did not credit my account but opened a fraud investigation. 

Walmart & XXXX contacted me the next day-XXXX & I resolved the purchases made by the thief who stole my credit card information & all merchandise was returned to Walmart-Walmart additionally emailed me receipt of all returned purchases/merchandise on XX/XX/20. Walmart also processed the full refund to Capital One. 

On XXXX Capital One erroneously put false charges on my credit card b/c they advised me they didnt find my charges deemed fraudulent. 

After hours on hold with Capital One on XX/XX/XXXX, a cs XXXX said I see we didnt credit you & charged you in error & will correct this. 
I closed my credit card account with a different cs, also on XX/XX/XXXX. 
I contacted Capital One on XXXX & after 30minutes in hold with two different CS, I spoke to XXXX who showed no record of my call XX/XX/XXXX with XXXX. 
XXXX told me he could tell the charges were not made by me b/c they were made in XXXX. He also confirmed Capital One is charging me for nothing and these chargers are in error. He said he would correct the issue. 
On XXXX Capital one sent me an email statement that showed the accurate credit made on XX/XX/XXXX. However Capital one also placed the false charges back on my account on that same date XXXX. 
I called customer service again-on XX/XX/XXXX & the XXXX cs agent hung up on me refusing to give me a manager, after she accused me of returning a purchase I no longer wanted, basically calling my stolen credit card & charges by a thief a lie. After another hour long conversation with an XXXX woman whos name I dont know, said she was the manager & repeatedly assured me Capital One is in error & the charges on my closed card are inaccurate, & Capital Ones error, & she said it required a form & another 5-7 day process to correct. She advised there was no means for it to be rectified more quickly & she would MAIL a letter, because she was not able to email me any confirmation of the correction & reversal of charges owed to me. 
This has been dragging on for almost five weeks. 
The only thing Capital One has completed efficiently is the initial fraud alert email & the closure of my credit card account. 
Im due a credit for false charges & this company should be capable of removing charges they have fabricated. 
Capital One, Walmart & I all have receipt of the fact the original purchases made by the thief who used my cc information was never received & all purchases were successfully returned ( & again refunded by Walmart ) I have wasted hours of my life, lost sleep, been utterly distraught & repeatedly lied to about this situation. And as of XXXX-there is still no follow up from Capital One & no resolution nor refund of the false charges. 
Im filing this complaint based on 1 ) false charges on my credit card, created by Capital One 2 ) Capital Ones inability to resolve & make credits due to me for their errors. 3 ) the waste of hours of my time, repeated lies & incapability of the many CS & supposed management I have tried to resolve this with. 4 ) the ridiculous amount of time & stress their refusal to expedite & correct has caused me. 5 ) the fact I have no idea if or when they will remove these false & fake charges from my account & finally correct this issue.

Company response to consumer: Closed with monetary relief