Consumer complaint received 2024-11-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
In early XXXX, Capital One closed five of my accounts, citing First Party Fraud and alleged account misuse. This accusation is false and has been inconsistently applied throughout their communications. More troubling is that in subsequent correspondences, Capital One provided different reasons for closing the accounts. For example : XX/XX/XXXX : Capital One initially stated that my accounts were closed due to fraud on the Walmart Rewards Card. 
XX/XX/XXXX : A Capital One fraud specialist confirmed the account closures and linked them to XXXX XXXX transactions that they claimed were fraudulent but subsequently closed the case without justifying their findings. 
XX/XX/XXXX : Another fraud instance occurred on XX/XX/XXXX and XXXX of XXXX, where Capital One again mishandled the situation, failing to detect the fraud despite another institution refunding similar charges immediately. 
Current Issues : False and Conflicting Reporting : Despite acknowledging that fraudulent activity occurred on my XXXX XXXX account, Capital One closed my accounts citing First Party Fraud, a claim that is false and defamatory. This misrepresentation was made to the CFPB, and I wish to press charges for defamation and false reporting under the FDCPA and FCRA. 

Failure to Inform of Security Breach : Capital One failed to notify me of the breach of my Social Security number, which occurred during their XXXX data breach. This has caused significant damage to my credit and personal information security. 

Mishandling of Automatic Payments : During my recovery from Hurricane Ian, I contacted Capital One to ensure my automatic payments were turned off. However, the payments continued to be processed without my authorization, resulting in returned charges and penalties. 

Excessive Fees : Despite the accounts being closed, in XXXX Capital One had continued to charge excessive membership fees, over {$20.00} including a {$95.00} fee on one of the closed accounts. This violates the CFPBs own guidelines on excessive fee structures and is a clear violation of consumer rights. 

The self-admission of a Capital One agent, when Capital one was denying any theft took place, they would refund the account. This took place multiple times including the date that i was told Capital One would delete all the accounts off my credit report. 

One of the attached documents is a transcript of a call between this petitioner and Agent XXXX regarding issues with a Capital One Walmart Rewards Card and suspected first-party fraud charges. Heres a breakdown : Account Concerns : XXXX XXXX expresses confusion about a charge-off on an account that he claims not to recognizea Walmart Rewards Card ( identified by Capital One Card as an XXXX XXXX XXXX XXXX ) with the last digits XXXX. XXXX denies having ever used or owned an XXXX XXXX XXXX card ), and expresses concern over why payments he made weren't properly recorded, leading to an unexpected charge-off. 

First-Party Fraud Allegations : XXXX clarifies that five credit cards were closed under accusations of first-party fraud. He has repeatedly asked for explanations but has received none. Capital One disputes this fact, but earlier this year another agent provided verbal confirmation of the allegation of First Party Fraud as the original cause of the closures. Capital Once called the event : " the decision to suspend and close your account was based on business concerns that did not relate to your credit worthiness. " First Party Fraud '', which Capital One refuses to provide any evidence of occurrence and continues to defame this petitioner without proof. 

Fraudulent Charges : XXXX notes that some of the disputed charges were related to XXXX XXXX purchases, which XXXX confirmed as fraudulent. However, Capital One credited and then reapplied these charges to the account. XXXX is puzzled by the lack of resolution from Capital One, especially when XXXX had validated the fraud and has directly communicated this to Capital One. 

Timeline and Dispute : XXXX XXXX reveals that charges were credited around XX/XX/XXXX but reapplied multiple times up to XX/XX/XXXX. XXXX highlights that the account was closed on XX/XX/XXXX due to the fraud, yet charges were still applied afterward. He disputes this entire sequence and requests removal of these disputed items from his credit report. 

Next Steps : XXXX XXXX states that Capital Ones fraud investigation team will reach out within XXXX to 45 days to gather additional information. XXXX provides his contact details for follow-up.

Company response to consumer: Closed with explanation