Consumer complaint received 2024-03-19
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 (CT)

The Consumer Financial Protection Bureau (CFPB)

Complaint ID #2XXXX

Originally submitted on XXXX XXXX XXXX, as a Federal Reserve banking services credit card product issue, the problem stated as a purchase shown on my account statement, filed against XXXX XXXX, has been formally withdrawn, given better understanding of the Federal regulatory divisions.  

So for clarity, this complaint is intended against XXXX XXXX, XXXX XXXX XXXX XXXX and its credit card subsidiaries for violations of the legacy and recently issued customer compliance outlook dated XXXX.

The Federal Reserve consumer protection and community development to help ensure a fair and transparent financial services marketplace that benefits all Americans.

Fairness and transparency  along with consistency  are guiding principles that inform my perspective on bank supervision and regulation. 

Together, these three elements help to ensure that the supervisory expectations are clear and, in doing so, encourage open communication between banks and supervisors. 

As the Consumer Compliance Outlook (CCO) furthers these goals by providing financial institutions, compliance professionals, and the public with information about compliance with the laws and regulations that protect consumers and support investments in communities.

Id share that as the control documents fall into an ever-growing directory of regulations, laws, and advisories, its increasingly difficult for consumers to point to a single control document to gain the banks support staff attention i.e., REG E, once stop the process and guided prescribed steps required, without such assistance its often difficult to expedite consumer concerns.

American Consumers and lawmakers have repeatedly called for common-sense oversight surrounding personal financial data that gives consumers more control.

Towards that end, there needs to be a restriction on what and how financial data can be bought and sold with, by, and through Big Tech firms as they morph into payment giants, demanding restrictive actions and oversight of peer organizations.

If tech names can show connective on financial transaction, its intimidation of consumers, intended or not, is seemingly insurmountable. So, if you go to the bank and are then returned to the culprit, where do you go for assistance?

Although my complaint requires filing with both CFPB and FTC, its difficult to explain the issue without referencing both and correctly the U.S. financial institutions credit card issuers in these complaints the language may vary, however the results convey and enforce uniformly the same.

U.S. Banks will not accept formal filings of complaint against XXXX XXXXXXXX., and thus, no consumer dispute calendar is ever engaged. 

And recently, just confirming those facts I found can generate a new series of actions by XXXX  about consumer identity and/or financially related inquiries, although a consumer has a known relationship with XXXX.

It sounds as if the banks refer consumer into XXXX, but the banks support and service personnel advise,   its difficult to contact XXXX by phone (but, easier than the standard long convoluted online client assistance offered by XXXX as a standard service method) so, expect long wait times, and please avoid Mondays under all circumstances. 

I wont call names but, one service representative, told the bank didnt accept disputes because all issues involving XXXX had to have XXXX  approval to resolve and only after insisting she offered an alternative.

The Banks representative asked me to hold. She stated,   however when I return dont refer to me, just explain the circumstances to XXXX, Ill listen silently and when the Apple rep. agrees and disconnects remain on the line and Ill return to insure a credit is issued. 

Traditionally, however, the banks representatives simply state questions related to XXXX credits and charges are exclusively handled by XXXX.

There is one exception, specific to XXXX XXXX deservant of special note, which was a back office engagement.

In the XXXX XXXX XXXX, on three separate and distinct dates, the Banks automation kicked-off the following advice:

Please let us know if you or an authorized user recognize the purchase below. The sooner we hear from you, the sooner we can help protect your account from unauthorized purchases.

On all three (3) the merchant, XXXX for XXXX, each had received an automated DECLINE, the electronic notice further stated.

If you respond yes, declined transactions will stay declinedAfter responding, try your card again.

I received the same notice on XXXX XXXX and on XXXX XXXX XXXX, at which time I called the Bank to inquiry why Id started receiving these notices. I, like many, dont always use the same card from purchase to purchase or month to month.

But, I didnt realize these notices were connected to the Banks systematic authorization application and would generate auto-declines on any purchase in the future anytime the card was used and without explanation.

It was a holiday weekend, as I recall, so it would have been  Wednesday, XXXX XXXX XXXX, when I spoke to a Bank customer service representative, who asked for patience as she transferred the call. 

The authorization rep., wasnt as I recall being in the least concerned for my understanding, which was usual but, it was clear the authorization rep., needed and was going to clear the decline against XXXX at all cost.

What made it especially memorable was the fact, he advised the card would stop every time used until the decline was lifted and when I asked why he advised it was the fact the card had a decline for a charge against XXXX? 

The comment, the authorization issue, was so bothersome. I stated it would not be acceptable, and Id need a name and what policy of XXXX XXXX this decision was tied to?

That was the first time he began searching for work around-s but it was the first time he advised hed insure the card continued to operate.

I can only assume he re-instated or removed it all together because wed agreed Id reach out to advise but, when I researched the one item, it lead to another and quickly became overwhelming.

I cant imagine what a senior or young college-age-consumer or anyone working outside the home could do to manage through the process and maintain employment, or a reasonable family-life or a life, period.

With no assistance from the Bank I attempted to complete a forensic audit and recap of the credit cards transactions held with XXXX XXXX alone, for XXXX:

Let me walk you through just one of many transactions with one credit card processor.

XXXX, XXXX bills my XXXX account twice once for Cloud storage and the second a music subscription.

XXXX RECONCILIATION DOC: of XXXX billing shows both a Music Subscription and Cloud storage charge dated XXXX and XXXX.

REMEMBER XXXX XXXX automated system reports a serial of transaction requiring authorization and in discussion with their authorization support member, basically its agree or every future authorization with be, declined and, the advice offered is I have number to offer for assistance but, staffing is limited (notifications dated XXXX XXXX and XXXX).

Most importantly, no documentation is kicked off or documented and/or disclosures generated.

XXXX SUPPORT is online only, so the consumer is required to figure out the description successfully to get to the end-result. 

If youre unsuccessful, you can ask a chat-bot which offers the same details in an endless loop with no live support available so, can anyone see how this meets the ADA requirements or timelessness standards?

XXXX, XXXX also bills XXXX XXXX account XXXX, for Music Services and a separate generated billing and statement (attached)

XXXX, 1XXXX XXXX  bills XXXX XXXX account XXXX# titled BILL CA.

XXXX, XXXX bills XXXX XXXX account XXXX# traditionally Music storage charge.

XXXX, XXXX bills XXXX XXXX account XXXX# traditionally Music storage charge.

XXXX XXXX bill XXXX XXXX account XXXX# traditionally Music storage charge.

XXXX XXXX bills XXXX XXXX account XXXX# traditionally Music storage charge.

XXXX XXXX bills XXXX XXXX account XXXX# traditionally Music storage charge.

XXXX XXXX XXXX bills XXXX XXXX account XXXX# traditionally TV service.

XXXX XXXX bills XXXX XXXX account XXXX# traditionally Music storage charge.

XXXX XXXX accounts once, re-numbered, not continue to report or display so, you need bank assistance to determine long-term damage and access. 

And whether inadvertent or intentional, the scope and manner of XXXX actions and provide warning of how easily monopolist organizations set-up shop undetected before the American people. 

Id also add, until this XXXX, Ive never requested access to Music or TV and have never used either, although the XXXX APPS are available but, Ive never downloaded the TV APP. 

One critical point who buys a service which is never used, or the required app to use the service, is never downloaded in a closed loop environment is impossible to use without XXXX authorization.

Storage has been previously sold to XXXX and has now returned to XXXX but, many times at the point of opening, the photo files it holds  immediately degrade until unusable. 

Each of these entities (XXXX and XXXX) having platform interest, storage i.e., one picture generations additional opportunities, to edit one generating two files of storage, each picture edit standalone into multiple files driving up storage expenses consumers may or may not be aware, extra document review generates a new file, etc. , thus device, and related entities.

Let alone temporary files, which are maintained without many times consumer awareness so, files only useful to the big 3 or 4 generate endless storage opportunities and up-charges and billings, etc.

XXXX recently began demanding privacy issues of responsibilities and assuming ownership over the phone producer. 

So is the seller the owner, or the manufacturer if XXXX or XXXX, etc., the producer or does every owner thereafter become the privacy owner, selling, and enabled to start new relationships, etc., so where do consumers reclaim privacy data exposed?

And since XXXX isnt a traditional entrant, why do they have an interest in your data other than to sell financial materials to others but, clearly these actions set the ground-work of determinations of unwinding products and services unconsidered.

Bohemian corporations like XXXX, seem to express and engage in cooperative relationships with peer organizations to pierce traditional oversight measures which weve observed in the U.K. i.e., XXXX accused of destroying sellers by withholding money in so-called, reserve accounts structures. XXXX payment policy states the reasons for putting money on hold include a sudden increase in sales, a shop having only made its first sale recently, the shop committing a policy violation or other risk factors.

Some sellers told the XXXX that two reserve periods were imposed on them consecutively, said XXXX XXXX, XXXX Business reporter, headline XXXX accused of destroying sellers by withholding money, published XXXX XXXX XXXX.

But, theres a much larger issue which never consolidated by oversight there are direct sub-sets all tied to financial transactions and services which combined directly disadvantage not only small businesses but, consumers who are easily overwhelmed not only by the direct correlation but, all the associated and unseen correlations, continues XXXX.

XXXX is an online marketplace that allows independent sellers to set up their own shop. It specialises in bespoke items, handicrafts or things not usually available in High Street shops.

XXXX XXXX. is a US-based company which trades its shares on the XXXX XXXX XXXX in New York, where it listed its stock in XXXX. XXXX shares currently trading at XXXX each - a far cry from an all-time high of XXXX during the Covid pandemic in XXXX.

Its biggest shareholders are major financial institutions such as XXXX XXXX XXXX and XXXX XXXX.

The company is led by chief executive XXXX XXXX who has worked at an eclectic mix of businesses such as online auction site XXXX, the internet chat firm XXXX and XXXX XXXXXXXX. He has been chief executive since XXXX.

It was originally founded in XXXX by XXXX XXXX, XXXX XXXX XXXX XXXX and XXXX XXXX who started the business from XXXX XXXX Brooklyn apartment. None of them remain with the firm.

The CFPB must advance quickly plans to begin the tactical widening issues  of rule-making that would subject XXXX XXXX XXXX and others to supervision as it examines how companies monetize data that and continues an unfair assault on consumers.

And even with items highlighted the list unseen considerations continues consumers and small business are assaults daily including, independent Internet companies affect anyone as consumers are tracked online through XXXX and other browsers, given the ability without oversight to freely, come and go-to browser comes through search engine the playground of the Big 3 or 4 i.e., XXXX, etc. with each browser uniquely given comprehensive privacy protection and controls but, in protection of whos interest?

Tens of millions of consumer are or arent  protected not at their behest everyday online activities, searching browsers, email, on the unlimited platforms of XXXX XXXX XXXX, and XXXX

But, whats clear, American CORPs have increasingly jumped the moon and time is ticking, and not on the side of U.S. consumers. 

How XXXX has accessed and kept up-to-date posting against numerous MasterCard/VISA account numbers, sometime able to access closed accounts which have been closed for fraud activities.

Reporting any fraud generally receives no follow-up most consumers would state but, an account closure, new card and account generated. 

Any unauthorized transactions until recently, when I found multiple transactions from a Tech Giant, which were reversed over months and no other action taken.

It also points out the varieties methods for MasterCard/VISA accounts are recorded and records-kept by banks, some disappear such as XXXX XXXX systemically goes through and removes accounts so, how does a client further identify all activity and does the FED have any accounting standard?

And from a safety and liability stand-point how many accounts are reconciled by a certified public auditing and accounting corporation perspective?

And if XXXX is off the reservation, how does such measurement impact bank stability overall today and into the future?

XXXX will pay XXXX to resolve harassment charges after top executives sent live spiders and cockroaches to two bloggers who wrote critical articles about the company.

Senior staff at the US tech firm launched a petrifying harassment campaign against XXXX  and XXXX XXXX, a couple from Massachusetts who run the e-commerce Bytes blog.

Today its impossible to say what wont be done in the steeple decline of civility, during COVID-19 and the housing crisis who didnt financial services CEO, swearing at American consumers and stockholders?

Executives were upset with some of the coverage on the blog and said the writers had to be burned down.

Besides a box of live spiders and cockroaches, the couple was sent a funeral wreath, a bloody pig mask, and a book about surviving the loss of a spouse.

Ina Steiner received bizarre and sometimes threatening messages on Twitter purportedly from groups such as an irritable bowel syndrome patient support group and the Communist Party of the United States.

The pairs home address was also posted online alongside invitations for strangers to attend sexual encounters, yard sales and parties, while the employees made plans to break into their garage and place a GPS tracker in their car.

The XXXX said the harassment had a damaging and permanent impact, on them emotionally, psychologically, physically, reputationally, and financially.

Over three years after the employees were prosecuted, the US Justice Department has now charged XXXX with stalking, witness tampering and obstruction of justice, said XXXX XXXX of the Telegraph under the headline, XXXX ordered to pay couple XXXX after senior executives sent bloody pig mask and live cockroaches, published XXXX XXXX XXXX

XXXX XXXX  acting as Massachusetts US Attorney, said: XXXX engaged in absolutely horrific, criminal conduct.The companys employees and contractors involved in this campaign put the victims through pure hell, in a petrifying campaign aimed at silencing their reporting and protecting the XXXX brand.

The need for stronger, sustained and long-term oversight is clear and each case filed takes the marketplace further and further down the rabbits hole but, neither commitment nor oversight shows true interest in resolving such acts, if it were so, the record would show success but, it doesnt because neither institution public nor private is focused on the American peoples interest to the financial services great demise.      

Thus when I advise it appears XXXX has access to credit card numbers and account unrestricted and even further credit reporting agencies, all form a web-connection with concern, add to the team MasterCard, Visa who are exclusive unrestricted parties and American consumer are basically unprotected victims awaiting further victimization in a pool of sharks.

It may not seem the same but, it is when XXXX bills you repeatedly for the same services and holds hostage any photos or documents refusing to save or hold documents and refining the storage held and doing this while having been paid for the service, shows no controls in place i.e., Your iCloud storage is fullnotifications, actions, dated 1XXXX XXXX, etc. XXXX  shows no controls or correlation, continuing to forward notifications for many devices from one record which appears as its organized to overwhelm clients, taking lazy revenue dollars against the consumer and doubling or tripling revenue, i.e., Your iCloud storage is fullBecause youve exceeded your storage plan, dated XXXX, etc.  

In addition, XXXX has established direct connection links so, even passing and reviewing monthly transactions generations Thank you for viewing purchase details associated, and sets new parameters which can convey intended or not an implied threat and why does XXXX need a live-connection if this is the same service provided by US banks?

Notifications dated XXXX XXXX

If nothing else is true, each additional touch conveys exceptional status between U.S. banks, which are regulated with XXXX right, wrong, or indifferent?

It creates a status intended or not, which is advantageous to XXXX alone and further, oversight and regulatory understanding and complexity safety. 

The most important rule making for the CFPB in XXXX will be the Tech Giants

In the absence of Congressional actions only the FED-regulators and the U.S. Courts are ability to exercise some controls and corporations and financial services are already heading back to the U.S. Courts to destabilize the marketplace, this only an example of the liability and regulatory environmental landscape, collapsing onto American consumers.

Worse than the conscious destabilizing action are unconscious impacts when corporations extend pressures as the parents seen in the last Congressional hearing with XXXX XXXX, it can become immobilizing to the human psyche. XXXX  walks out feeling put upon but, hes wrong just as financial services, internet service providers and the Federal government are the civilization fails whenever every day for We the People is the story of David and Goliath, Congress plays a continued game as it allows this issues unaddressed to go to the U.S. Courts or become Executive Orders.

Increasingly, its clear, its not a matter of whos watching the hens house, theyre busy watching from XXXX, CO no longer concerned American consumer will find, discover or take rath but, its foolish to believe your actions are invisible everyones replaceable and theres always one born every minute, even smarter oh and its a presidential election year, as the fryers hearing up on bad behavior.

Finally, as XXXX XXXX, the FED and regulatory bring a new merger for consideration, almost like the XXXX XXXX), which the FED brought forward and ultimately become XXXX XXXX, which continues to bleed consumer confidence and legal actions its clear Justice needs a much larger and better partner than the FED who seems to have lost its oversight expertise.     

It knows until the law addresses the People intent, its basically waiting for appeal, a second bite at the same issues upon appeal and its wrong, We the People depend on righteousness to prevail, known.

Thank you in advance for your guidance and assistance.