Consumer complaint received 2026-01-30 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: IL

Complaint narrative:
I am submitting this complaint regarding Capital Ones mishandling of a clear case of fraud and its failure to protect me as a consumer. 

On XX/XX/year>, I was approached by individuals posing as fundraisers for a charitable cause. I agreed to make a {$10.00} donation. While processing the payment, the individuals altered the transaction amount without my knowledge or consent, resulting in a charge of {$2400.00} being submitted to my Capital One credit card. 

Immediately after the transaction was completed, I received a fraud alert from Capital One regarding this charge. I responded right away and indicated that the charge was not legitimate. I also spoke with a Capital One agent at that time and reiterated that this charge was unauthorized. 

I believed the charge would be reversed. However, when the next billing statement still reflected the {$2400.00} charge, I contacted Capital One again. During this second interaction, I explained that I had authorized only {$10.00} and had not authorized the {$2400.00} charge. I was instructed to submit details and supporting materials via a Capital One link, which I did. The materials submitted included : A written statement detailing the incident A police report filed with the XXXX XXXX XXXX A written statement from my XXXX XXXX confirming that this type of scam has been occurring repeatedly in our area After receiving no response and seeing another billing cycle close with interest assessed on the disputed {$2400.00} charge, I contacted Capital One again. During this third interaction, I was informed that the online submission method I had been directed to use was not the correct avenue and that I needed to fax or mail my supporting materials. I complied and resubmitted all documentation as instructed. 

After resubmitting the materials, I received no written response, no acknowledgment, and no request for additional information. Another billing cycle closed with additional interest charged on the disputed amount. 

On XX/XX/year>, I contacted Capital One by phone again to check the status of my claim. During this call, I was informed that my fraud claim had been denied. I was not provided with a substantive explanation for the denial, despite Capital One acknowledging that the transaction involved fraud. 

This outcome is deeply concerning for several reasons : I authorized {$10.00}, not {$2400.00} Capital Ones own fraud detection system flagged the transaction immediately I reported the charge as unauthorized without delay I provided extensive supporting documentation, including a police report and confirmation from an elected official Capital One refused to place a temporary hold on the disputed charge during the investigation, resulting in interest being assessed on a fraudulent transaction The denial appears to be based on a procedural or technical issue rather than the factual circumstances of the fraud. 

Capital One has effectively held me financially responsible for an amount I did not authorize, despite timely reporting and clear evidence of fraud. I believe Capital One failed to conduct a reasonable investigation and failed to apply appropriate consumer protections. 

I am requesting that Capital One be required to : Reopen and properly review my fraud claim Reverse the unauthorized {$2400.00} charge and all associated interest charges via check ( my account has since been closed ) Provide a clear explanation of how this decision complies with applicable consumer protection laws and card network rules

Company response to consumer: Closed with monetary relief