Consumer complaint received 2025-03-14 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: CO

Complaint narrative:
What happened? 
Summary of the Issue I am disputing approximately {$5000.00} in fraudulent transactions on my Capital One credit card. Despite reporting the fraud on XX/XX/2025, Capital One continued to allow transactions on the card for multiple days after my report. When I attempted to dispute these transactions, Capital One denied my claim on the grounds that the transactions were made using my physical cards chip, asserting that this made fraud impossible. However, during a subsequent call, a Capital One representative confirmed that transactions could have been made using a virtual card, contradicting their original reason for denying my claim. 

Additionally, I was in possession of my physical card on XX/XX/XXXX, the day I reported the fraud, yet attempted transactions continued after this datesome of which were approved while others were declined. 

Capital One has refused to provide a full list of transaction times and authorization details, citing that the purchase dates displayed in their system are inaccurate and that charges were preapproved days before the date of purchase shown online. This lack of transparency has prevented me from conducting my own investigation or filing a police report with complete information. 

Detailed Timeline of Events XX/XX/2025 Fraud Reported I called Capital One to report fraudulent transactions on my account. 
I was in possession of my physical card at the time of the call and had not lost or misplaced it. 
Capital One stated they would shut down the card and investigate. 
XXXX XXXX XXXX  Additional Transactions Approved & Declined After my fraud report, transactions continued to be approved on the card. 
Some transactions were declined, showing that attempts were still being made to use the card. 
These transactions exceeded my credit limit, yet Capital One still approved some of them. 
XX/XX/2025 Repeated Attempts to Dispute the Charges I contacted Capital One multiple times to dispute the fraudulent transactions. 
Capital One representatives gave conflicting explanations for why the fraud claim was denied : Initially, they stated fraud was impossible because the transactions used a chip-enabled card. 
Later, another representative admitted that a virtual card could have been used, contradicting their initial claim. 
When I requested timestamps and authorization details, Capital One refused to provide a complete list, stating that the dates displayed in the system were not accurate because the charges were preapproved days before the posted date. 
Attached Document with Partial Data I requested a full report of the transactions, including the exact timestamps of when they were approved. 
Capital One provided only a partial list, which is attached to this complaint. 
They refused to provide the full list, preventing me from obtaining crucial evidence needed to file a police report. 
Financial Impact on Me I was charged over {$100.00} in interest fees due to fraudulent transactions that Capital One failed to block. 
Capital One allowed my credit card balance to exceed the credit limit, despite the ongoing dispute. 
I have spent multiple hours on calls with Capital One trying to resolve this issue, with no success. 
They are reporting to the credit bureaus I am over my limit impacting my credit score.

Company response to consumer: Closed with monetary relief