Consumer complaint received 2021-07-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WI
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:
After an accounting audit 2 transactions were identified that I didnt recognize from XXXX. ( 2 transactions for $ 998ea ) I must have missed it when paying my bills. Contacted CapitalOne in XXXX and filed a fraud claim. The claim was later denied and the initial credit was reversed. Contacted CapOne again # XXXX. Got Rep : XXXX she reviewed claim details couldnt help and transferred to Fraud ; Rep : XXXX- agent says claim was reversed due to my acct having been paid on time, she asks why did you pay your bill if this was fraud. It must have been an over sight. Why am I being penalized for paying on time? So if Im late paying my bills, Ill be supported when defrauded it seems. Then got transferred to Resolution dept Rep- Amber- agent had incorrect information about claim. I had to provided Case # to help her find what I was calling for. After a long long hold, agent returned and advised the claim is denied due to paid bill every month & filed over 1yr after transaction. Once again I corrected the agent because the claim was filed in XXXX and transaction is from XXXX. Requested escalation so I got transferred to a Manager. Mrg. XXXX reviewed claim and had me wait on hold again for a long time. Once he returned, he asked if any contact was attempted to this company and I explained we did try and they didnt know what I was talking about. Thats why the claim was filed asap. Nonetheless, XXXX the manager kept repeating the same as the previous agents. [ timeframe & paid bill ] Claims it is policy. I corrected him again of the dates of the transactions vs claim as he repeated that it was over 1yr. Again I told him if he looked at the claim, I called in the claim in XXXX and the transactions are from XXXX. He then changed his statement to the policy is 118days from transaction. I advised this is unacceptable, every excuse they have is incorrect and because Im a client in good standing Im being penalized for paying my bill on time. They need to take into consideration my age as well, Im XXXXyrs old and I missed these transactions. At this point Im asking for them to reconsider and to please understand that Ive been defrauded and I need help. All he kept repeating is, " Sorry, it is policy, cant help you. '' Capitol One must support the elderly, not hide behind policy. Everyone MUST see how Capital One hides behind policy and dont support their elderly customers. Other credit cards support clients for much longer than 1 year or even 118days. Ive read that the credit card companies hold on to money from companies ( merchants ) for much much longer period of time but yet the customers are not supported when those companies either scam us or even make a mistake. I even asked why wouldn't they allow me to refile and have them ask this company that charged me for proof of service so they ( CapOne ) can verify and see that the money they are holding on to is there for these kinds of situations. This whole call took over an hour and a half and I wasnt provided the support I expected and I actually feel taken advantage of for being in my XXXX 's and just being dismissed is hurtful.

Company response to consumer: Closed with explanation