Consumer complaint received 2026-04-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA

Complaint narrative:
On Sunday, XX/XX/XXXX, a fraudulent charge was placed on my Capital One credit card. I reported it immediately to Capital One. The agent I spoke with and advised that a credit would be issued, my card was canceled and a new card was to be coming in the mail after. At that time, the agent said that a credit should be seen within XXXX to XXXX business days and that the fraud department would be looking into the charge. I called on the fourth business day because the charge had been cleared on my account but no credit issued. I had contacted Capital One numerous times within the XXXX business days, providing the fraud department with credible information with regard to the vendor, the names of the fraudsters, mailing address, etc. I also advised that I was in contact with my local police department, in addition to having file filed a fraud claim with XXXX. Calling on Thursday, I was hung up by by the first agent, the second agent at capital one after telling her how upset I was continued to fuel my fire telling me now that my credit would not be showing any time soon, and that they had to verify with their client, the online vendor, if the purchase was valid and making me believe that they were not looking into the matter nor taking the fraud seriously. Every time I speak to someone in the fraud department at Capital One I get a different story. No one seems to know the correct process on how fraud is handled, and I explained that that isnt fair to the victim. I am now told that the actual charge which was reported on Sunday just hit my account today. It was in pending the past few days. Why then did they allow the charge to go through? They can not answer that for me. They also can not tell me when I will get my credit. With all the information I have provided them in addition to my local police department, they are very lax on handling a fraudulent claim. In addition to their inability to handle the claim, their attitude to the consumer is extremely troublesome. If this was caught right away, why is it been allowed to go through and why have they not even begun their research into the matter? Additionally, there were XXXX charges originally, and the first charge was taken care of immediately, but they allowed the second to go through. They seem to have a lot of answering to do with no answers. I dont believe they have the consumers financial protection as their highest priority. I had to ask for a manager in order to get someone to calmly speak to me instead of trying to give me the runaround. However, the manager did not have any answers for me, which I find completely unacceptable. Its as if this is the first they were hearing of the fraud or that nothing in the department was being done about it. They were waiting on the online company to verify. Again, this tells me that me, as the consumer, was being questioned instead of the company that processed the purchase with a completely different name and sent the product to a completely different second party to a completely different state. As I explained to Capital One, it feels like I am the only one doing all the hoop jumping, and they are not doing anything on my behalf. I just want my credit for this fraudulent purchase and now I want an apology from Capital One on all of the added stress and complications they have caused me. I dont believe I wan na be doing business with this company anymore.

Company response to consumer: Closed with explanation