Consumer complaint received 2016-04-18
Company: CAPITAL ONE FINANCIAL CORPORATION
State: SC
Product: Credit card
Issue: Billing disputes

Complaint:
On XXXX XXXX, XXXX XXXX fraudulent transactions appeared on my Capital One credit card in the amounts of {$250.00}, {$120.00} and {$500.00}. All of these transactions were with Nordstroms ( the merchant ). I have never shopped or purchased anything from Nordstroms in my life. I received a text notification regarding these charges on XXXX XXXX, XXXX in the afternoon and within moments, contacted the Capital One fraud department. Capital One neutralized all three of these charges on XXXX XXXX, XXXX. On XXXX XXXX, XXXX, Nordstroms credited my account with {$250.00}. The effect of this was that my account was credited in the amount of {$250.00} two times, once by Capital One and once by Nordstroms. I recognized this was an error and paid Capital One, rightfully so, {$250.00}, which neturalized that transaction again. On XXXX XXXX, XXXX Capital One adjusted my account by adding {$250.00} and {$500.00} to my balance. As mentioned above, I neutralized the {$250.00} double credit. I received a letter unsigned, but dated XXXX XXXX, XXXX from Capital One, apparently from XXXX XXXX from the Customer Fraud Protection unit stating that {$500.00} was being added to my account because the account was credited two times in the amount of {$500.00}, once by Capital One and once by Nordstroms. A few days later, I received the exact same letter from Capital One. This is NOT CORRECT. Nowhere on any statement or account activity document does a {$500.00} credit from Nortstroms show up. I initiated numerous calls to the Customer Fraud Protection unit at XXXX, the number on the letter, These calls were an exercise in major frustration mainly because it was so difficult to understand the so-called customer service representatives because of the lack of their English language skills ( and yes, I did press the correct selection for English ). I left a return number for XXXX XXXX on several occasion XXXX and never received a return call or message. Finally, on XXXX XXXX, XXXX, I managed to get connected to XXXX XXXX ( I think XXXX stands for XXXX ). She went over this situation thoroughly and told me that this was a mistake made by someone other than her and she would see to it that {$500.00} would be removed from my account. She indicated that another department made this mistake. It is now XX/XX/XXXX and the {$500.00} remains on my account. I made several more calls to the number on the letter and was unable to convey my concerns in a manner that was understood by the customer service reps ( again, a language issue ). All they could say was that the issue was under investigation. So, This issue has been around now since XX/XX/XXXX and I seem unable to resolve it with Capital One. I am not sure whose fault this is, Capital One or Nordstroms, but I do n't believe it is mine. I called and reported the fraud, answered all questions asked of me ( which were mostly what my account number was ) and received a new credit card with a different account number. I am a reasonable savvy person in the financial and banking arena, but I have never, ever had a situation like this remain unresolved for so long. I am not sure what kind of problem Capital One has and I feel totally helpless and at their mercy.

Company response to consumer: Closed with explanation