Consumer complaint received 2024-01-20
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CAPITAL ONE FINANCIAL CORPORATION (OH)

On XX/XX/2024 my XXXX account was hacked. Moments before the transactions were made I got a message that someone from Texas logged onto my account.

They quickly purchased the same thing multiple times. I don't even know what this is but they purchased XXXX XXXX XXXX XXXX XXXX XXXX XXXX  at least 4 times before I was able to block more purchases. This listing was weird to begin with as they wanted {$150.00} for shipping. Here is a similar listing from the same seller. XXXX XXXX XXXX XXXX XXXX XXXX I could have found way cheaper options of the same listing if I really wanted the item. They used the card I had on file on my XXXX account. I quickly blocked my card and called chatted with XXXX about the issue. I then called Capital One to report the Fraud. My XXXX account has now been locked because of the fraudulent activity. On XXXX XXXX I received a letter from Capital One saying they couldn't find any evidence of fraud and I would be responsible for the charges. I have been with XXXX since XXXX   and a Capital One member for the same amount of time. I have never had anything like this happen and I am very upset Capital One is not believing my fraud claim. If you were to look at my previous credit card statements going back years you can see that I very rarely have ever bought anything off XXXX let alone spending more than {$700.00}. These charges are very out of the ordinary and should have been flagged as suspicious. Below is my transcript from my conversation with XXXX and the fraud denial letter from Capital One. 

XXXX XXXX XXXX XXXX Hello! Thank you for contacting XXXX Customer Service - my name is XXXX. Please allow me a few moments to catch up on your conversation so far. 
XXXX XXXX XXXX Hi there! I appreciate your time and effort in contacting us today. I hope you and your loved ones are safe. 
XXXX XXXX XXXX Oh, wow! You've been an XXXX family for XXXX years! Appreciate it. 
XXXX XXXX XXXX Could you tell me more about your concern, XXXX? 
XXXX XXXX XXXX Hello. It appears my account has been hacked and someone bought the same item a ton of times from the same seller. I have changed my password and canceled my card but it appears the items have been shipped. 
XXXX XXXX XXXX I'm so sorry to hear that XXXX, I'll definitely do my best to help you with this. 
XXXX XXXX XXXX Can I have the order number to further investigate with this, please? 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX Total : {$240.00} Order number : XXXX Item ID : XXXXXXXX XXXX XXXX XXXX I have no idea what this is but its purchased at least XXXX times XXXX XXXX XXXX XXXX 2. Order number : XXXX XXXX XXXX XXXX XXXX 3. Order number : XXXX XXXX XXXX XXXX I can only imagine how you feel right now XXXX XXXX especially that this was done a couple of times. I'll definitely do my best to help you with this. 
XXXX XXXX XXXX Are we talking about the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX XXXX XXXX XXXX XXXX. Order number : XXXX XXXX XXXX XXXX XXXX All four are the same thing I believe XXXX XXXX XXXX I know that this is not what you're expecting XXXX. May I please know how do you want us to proceed with this? 
XXXX XXXX XXXX I see you typing but not receiving any response, I just want to make sure. Is everything alright? 
XXXX XXXX XXXX I obviously dont want the items since I didnt order them what are my options XXXX XXXX XXXX I couldn't agree more with that XXXX. 
XXXX XXXX XXXX I'm so sorry to hear that you're not the one who purchased this XXXX. 
XXXX XXXX XXXX Here 's what I recommend you to do XXXX. Since you've already contacted the seller about this, I highly recommend you to get in touch with your bank to ask for a dispute for these purchases. 
XXXX XXXX XXXX And after that XXXX, I can guarantee you that we'll help you get the refund from these purchases. 
XXXX XXXX XXXX  Okay thanks. I already disputed the charges with my credit card company XXXX XXXX XXXX That's really great to hear that you're able to contact your bank. 
XXXX XXXX XXXX I can give you my full assurance that you'll receive the full refund from these purchases, you deserve your money back XXXX. 
XXXX XXXX XXXX  okay thanks XXXX XXXX XXXX Oh, please don't mention it. You deserve all of the assistance that I'm now providing. 
XXXX XXXX XXXX Since you've already done your part here XXXX, please just wait for the item to be marked as delivered and contact us again to help you get the full refund, alright? 
XXXX XXXX XXXX  Sounds good ty XXXX XXXX XXXX Oh, please don't mention it. You deserve all of the assistance that I'm now providing. 
XXXX XXXX XXXX By the way I love your patience and participation in resolving this and you're so calm I appreciate it. 
XXXX XXXX XXXX I really enjoyed assisting you and talking to you today! 
XXXX XXXX XXXX Here in XXXX I can guarantee you that we always got your back so there's absolutely nothing to worry, your money and purchase is safe because XXXX is 100 % with you! 
XXXX XXXX XXXX Resolving your concern is my top priority. Have I fully resolved and answered your concern for today about receiving the full refund of these purchases? 
XXXX XXXX XXXX Let 's close this conversation as a RESOLVED as I was able to help you get the full refund and this resolution that I have provided works all the time. 
XXXX XXXX XXXX I may have missed your response. Are you still online? 
XXXX XXXX XXXX As Im not getting a response from you, Ill assume youve left the chat session.. Thank you again for XXXX customer service. If youd like to get in contact at a future point, well be happy to help. Have a good day! 
XXXX XXXX XXXX My pleasure to assist you today. Thank you for contacting XXXX Customer Service. Again my name is XXXX. 
XXXX XXXX XXXX I will close this live chat as a Resolved now. Bye for now. I wish you all the best. Take care for me, please. May your blessings be multiplied this year and throughout all your life! Happy Holidays wishes to you!

I then called Capital One to dispute the charges. They started investigating and I received this letter on XX/XX/XXXX. 

Dear XXXX XXXX XXXX : You recently told us you didn't make the following charges, so we opened an investigation to figure out what happened. 
After researching your case, we found insufficient evidence of fraud because : Information we discovered leads us to believe you or another account user benefitted from the transactions.

Since there's insufficient evidence of fraud, you're responsible for the charges listed below. If temporary credits were provided for these transactions, an offsetting adjustment will appear on your upcoming statement or the following statement as " Purchase Adjustments. '' We appreciate your business and look forward to serving you in the future. Please don't hesitate to call us at XXXX, if you have any questions about these charges or our fraud investigation. 

Sincerely, Capital One Fraud Operations Phone : XXXX Available Monday through Friday from XXXX XXXX XXXX XXXX XXXX. ET