Consumer complaint received 2015-08-13
Product: Credit card — 
Issue: Billing disputes — 
Company: CAPITAL ONE FINANCIAL CORPORATION (NY)

I am being asked to pay a vendor directly for an airline ticket I purchased on XXXX XXXX with my Capitol One card, because Capitol One charged back the {$1200.00} cost of the airline ticket. I have already paid Capitol One for the airline ticket when I paid off my XX/XX/XXXX balance in full ( {$2600.00} ) on XXXX XXXX. I have a record of this transaction on my bank statement, but I can not access my credit card statements because my card is under investigation for fraud. The vendor is asking for proof I have paid from Capitol One, but Capitol One will not give me any proof because of the investigation. Capitol One has told me verbally that they will contact the vendor, but I do n't have any confirmation that they will do so. 

Regarding the Fraud investigation, I have already been on a conference call with Capitol One with my sister XXXX because we believe the source of this issue is that there has been a mix-up with our information. After learning that my card had been closed, XXXX shared with me a letter she received a to her home address in XXXX, XXXX, informing her that she had opened a Capitol One account. XXXX called Capitol One to report that she did not open an account - I opened a Capitol One card in my name with my information, but she received a letter to her address to her name. I live in XXXX, XXXX and did not receive such a letter. 

Here are the outstanding issue that need an immediate response:1. Paid Statement : Vendors are contacting me via phone and email regarding payment for charges I have already paid to Capitol One, such as a travel agency for the {$1200.00} airline ticket. The charge for this flight was on my XX/XX/XXXX billing statement ( XXXX XXXX ), which again, I paid the balance off in full and shows up on my bank statement. Capitol One needs to pay the vendors with the money I have given them when I paid off my balance in full. 

2. Unpaid Statement : I received a paper statement for XXXX XXXX - XXXX XXXX with an outstanding balance of {$1300.00}. I can not access this information online, because my account has been closed. Vendors from this statement period have contacted me about payment. Please confirm XXXX things : a. If I pay this balance, will the vendors on this statement be paid? 
b. If I can not pay off this statement balance because the account is under investigation, will it be considered a late payment? Will I be charged interest? I have the means and intention to pay off all outstanding balances in full. 

3. Confirm that the investigation is underway and a time frame for when it will be resolved. I was told that it would take up to two weeks for an investigator to be assigned to the case, which was opened on XXXX XXXX but it has been more than two weeks, and as of today, XXXX XXXX Capitol One said an investigator has not yet been assigned to the case. 

How is it that my sister 's contact information is linked with mine? When I called Capitol One today, they said that the number they had on file to reach me at ended in XXXX. That is my sister 's phone number. My phone number ends in XXXX. I am dismayed that the investigation is not yet underway even though it has been more than XXXX weeks since the case was opened.