Consumer complaint received 2025-01-09 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: TX

Complaint narrative:
I am filing this complaint against Capital One regarding their mishandling of multiple fraudulent transaction disputes on my account and what I believe to be retaliatory actions taken against me after filing a complaint about their practices. 

Details of the Fraudulent Transactions The fraudulent transactions I reported to Capital One are as follows : XX/XX/XXXXXXXX  : {$1000.00} from XXXX, XXXX XX/XX/XXXX : {$260.00} from XXXX XX/XX/XXXXXXXX  : {$1000.00} from XXXX XX/XX/XXXX : {$520.00} from XXXX These transactions are unauthorized and fraudulent, involving businesses that do not exist. Despite reporting these transactions as soon as I identified them, Capital One denied my fraud claim. They assert that my making payments on the account after these charges occurred constitutes acceptance of responsibility. This reasoning is flawed and contradicts federal consumer protection laws, including the Fair Credit Billing Act ( FCBA ), which limits my liability for unauthorized transactions. 

Pending Fraudulent Transactions In addition to the above, I have identified several other fraudulent transactions from XXXX and XX/XX/XXXX that remain under investigation by Capital One. However, based on my experience with the mishandling of the XXXX transactions, I do not trust the company to handle these claims appropriately. I believe that Capital One is engaging in retaliatory actions against me, which will result in these pending claims being automatically denied without proper investigation. 

Unethical Retaliatory Actions On XX/XX/XXXX, I received a notice from Capital One stating they have reduced my credit limit on the account in question. Their stated reason was that I was delinquent on the account once in the past. This action coincides with my complaints and disputes and appears to be a form of retaliation. Reducing my credit limit while fraud disputes are pending jeopardizes the proper handling of my claims and creates additional undue hardship. 

Personal and Mitigating Circumstances I am a XXXX  veteran with XXXX  XXXX. From XXXX through XX/XX/XXXX, I experienced multiple XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. During this time, I was unable to monitor my account activity closely. My wife made payments on the account to avoid penalties and maintain good standing. These payments were made out of necessity and not as an acknowledgment of fraudulent transactions. 

I returned home from the clinic in XX/XX/XXXX, at which point I carefully reviewed my statements and immediately reported the unusual activity to Capital One. Despite my timely report upon discovery, Capital One continues to conflate their billing error policies with fraud protections and is using my delayed reporting and payments as an excuse to deny my claims. 

Violations of Federal Consumer Protections Capital Ones actions violate the following : 1. Fair Credit Billing Act ( FCBA ) : The FCBA protects consumers from liability for unauthorized credit card transactions. Payments made by my wife to avoid penalties and maintain good standing do not constitute acceptance of fraudulent transactions.

Delayed reporting due to medical or mental health circumstances does not invalidate my rights under the FCBA.

2. Retaliatory Actions : Lowering my credit limit on the account under dispute appears to be retaliation for my complaints and undermines the fair investigation of pending fraud claims.

3. Failure to Investigate Properly : Capital One has demonstrated a lack of due diligence in investigating the fraudulent transactions and has applied irrelevant billing error policies rather than adhering to their Zero Fraud Liability Policy. 

Conclusion Capital Ones actions have caused significant financial and emotional distress during an already difficult period in my life. Their mishandling of my fraud claims, coupled with retaliatory actions, reflects unethical practices and undermines trust. I respectfully ask for the CFPBs assistance in holding Capital One accountable and ensuring fair resolution of this matter. 

Attachments I am prepared to provide supporting documentation, including statements, fraud denial notices, and the credit limit reduction notice, upon request. 

Thank you for your time and attention.

Company response to consumer: Closed with explanation