Consumer complaint received 2020-01-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Credit card or prepaid card
Sub-product: Store credit 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:
Hello my name is XXXX XXXX, and my credit card was fraudulently used at the store located at XXXX XXXX XXXX   XXXX on XX/XX/XXXX on 3 separate occasions for {$140.00}, {$3100.00} and {$3000.00}. And a charge was made on XX/XX/XXXX for the amount of {$1000.00} at Neiman Marcus located XXXX XXXX XXXX. XXXX in XXXX, IL I reported my Neiman Marcus card was missing to the company I believe in XXXX once I noticed it was gone, as well as some more of my cards and other items as well. I called Neiman Marcus to make them aware of these incidents, I spoke with a young lady in credit services department and she said the claim will be investigated and someone will get back with me on this incident, no-one had contacted me, after a while so I took it upon my self to give Neiman Marcus a call again. I spoke with another associate name XXXX on XX/XX/XXXX, he said he see in the system that I will need to step inside of the store, because they have camera footage of the person making the transactions. I explained to him I am not able to step into the store, and he asked me why would I not be able to step in the store, at that time I did not take offense, I explained to him I am XXXX and a senior citizen. And as me working for a major Cooperation in the past we have never asked a client to step in a facility for safety reasons. In this situation I feel like I was asked that due to my XXXX  back ground. At that time he stated to me okay my apologies, And he would send me paperwork out in the mail and I need to complete it and he provided me with a fax number so I can fax over my Identification, I stated to him not a problem, I waited and waited to receive the paperwork through the mail to complete so I can fax over everything at once to attention to XXXX, I received 1 letter stating they are looking into my claim and I should contact the department. I went on to contact the department again to let them know that I still had not received any paperwork that needed to be completed. I called XXXX to no avail and left messages over a dozen times, which was on XX/XX/XXXX,XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX I called a phone number in my phone that had left me a message on XX/XX/XXXX stating they are Capital one and I need to give them a call as I did. I explained what was happening and they immediately transferred me over to XXXX In credit services, XXXX came on the line and from the time I said hello and was explaining myself she rudely interrupted me several times stating your Drivers License and you credit card was used in the store so how do you have your Drivers License I went on to tell her I have my ID and she stated to me so which one do you have a DL or an ID in an aggressive tone, I was appauled, she treated me as if I was a criminal from the remarks she was making she was stating this is the stuff that you people do and interrogating me. She treated me as if I was not a consumer and I was a criminal, I have been shopping with Neiman Marcus for over 50 years as well as a card holder. She went on to say that they have camera footage and she s need a copy of my ID and she went on to give me her fax number which was XXXX. I faxed over an enlarged copy of my ID front and back. Neiman Marcus is known for being XXXX and prejudice, I know former employees and long time customers who also dealt with XXXX profile issues. On XX/XX/XXXX XXXX called and left a voicemail on my phone at XXXXXXXX stating she received a copy of my ID and she will be speaking with the director and getting back with me. On XX/XX/XXXX at approximately XXXX XXXX  I received a call from XXXX stating to me again that they have my ID and there conclusion was that I would be held liable for the charges, and I went on to say why would I be charged for something I did not do when I sent over all the proper documents as requested because you had camera footage. XXXX than raised her voice ( again ) to me  stating how could you send over your ID when it was used in the store along with your card at the time these purchases were made, which you did not even call in your card missing until after the purchase was made as well as a Visa card was also used in these purchases that you did not report stolen. I WAS APPALLED SHE WAS SPEAKING TO ME LIKE THIS IN A CONDESCENDING WAY! And as I was speaking she was speaking over me where I could barely speak, I explained to her how could I possibly call in a claim that I was not aware of. Again as soon as I was aware that my cards were missing I called them in. Also even though my Visa card ending in XXXX From XXXX XXXX XXXX XXXX was used as well, how could you XXXX possibly tell me I did not put in a claim with XXXX XXXX XXXX XXXX for that credit Card of {$1000.00} that was used on XX/XX/2019. When in fact I did put in a claim in XXXX as well, I went on to ask to speak to a higher hierarchy, she stated to me an obnoxious voice there is no-one else you can speak to and it will not change. Have a good day and rudely hung up. I really could not believe my ears for being treated this way. I called the Capital One number of XXXX XXXX again to asked to be transferred over, and they explained to me that XXXX is the manager in the credit department and she has made her decision and there is no-one else I can speak with.. I was very adamant to speak to someone over XXXX, they than transferred me back over to credit service which the voice that picked said to me how can I help you, I asked may I asked who I am speaking with they said how can I help you again, and I asked again who am I speaking with please and again they stated how can I help you, than I was not sure but It sounded like XXXX but to be on the safe side I still decided to ask, which she still did not state her name to me. She stated to me that the person you need to be speaking with is not available and that she has to transfer me over stay on the line, and I said okay, but may I ask who I am speaking with again, which by than I knew it was XXXX and I asked that because I wanted to keep note of who I was speaking with. I went on to say to her I will be reporting all of this to the XXXX  for being treated like this as well as the CFPB. I was than transferred over to a Voicemail and the Voicemail stated XXXX is not available. I went on to leave a message. Once this is resolved I will be closing my account and NEVER SHOP AT Neiman Marcus I again, I have been XXXX  profiled and that is just terrible. I am hoping to hear back from anyone soon. 

XXXX XXXX

Company response to consumer: Closed with explanation