Consumer complaint received 2025-07-20 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: AZ

Complaint narrative:
This formal complaint regarding Capital Ones mishandling of a fraud investigation, the unauthorized acceptance of charges from the merchant XXXX, and the subsequent wrongful closure of my credit card account. This issue is not only a violation of your advertised {$0.00} Fraud Liability policy but also contravenes multiple federal and state laws, resulting in significant financial hardship, reputational damage, and psychological harm. 

Summary of Events : On Wednesday, XX/XX/year>, I was informed by a Capital XXXX representative that XXXX had attempted to charge my account three ( 3 ) times. I was further assured that blocking the token ID, issuing a new credit card, and changing account information would prevent any further charges from the merchant. 
Despite these assurances, a charge from XXXX in the amount of {$1900.00} was allowed to post to my account on XX/XX/year>. 
I immediately reported this transaction as fraudulent. A fraud claim was initiated under XXXX XXXX XXXX. 
I received closure documentation via the Capital One mobile app on XX/XX/year>, indicating the fraud case was closed in favor of the merchant. This contradicted multiple representatives who told me the investigation was still ongoing. 
Capital Ones fraud resolution letter clearly states that you sided with the merchant without offering me any opportunity to rebut their submission, violating my right to due process under applicable consumer protection laws. 
A Capital One Fraud Manager named XXXX ( Badge ID : XXXX ) misrepresented that the merchants documentation included a copy of my photo ID. Upon receiving the documentation myself, no such ID was present, confirming that Capital One falsely represented key evidence. 
I was then told by another fraud team member, XXXX ( Badge ID : XXXX ), that I am not entitled to view or contest the merchants rebuttal, further violating my rights as a consumer. 
As a direct result of Capital Ones willful negligence and misconduct, I was forced to contact the merchant myself and my account was wrongfully closed, compounding the financial, emotional, and reputational damage.

Legal Violations and Supporting Statutes : Federal Laws Violated : 1. Fair Credit Billing Act ( FCBA ), 15 U.S. Code 1666 You failed to properly investigate and resolve a disputed charge within 2 billing cycles ( 90 days ), and you did not provide a meaningful opportunity for me to contest the merchants claim.

You violated my right to dispute unauthorized charges and withheld the rebuttal evidence, which constitutes unfair billing practices.

2. Truth in Lending Act ( TILA ), 15 U.S. Code 1601 et seq.

By allowing an unauthorized charge to post despite prior notification of fraud, you violated the disclosure and billing requirements of TILA.

3. Electronic Fund Transfer Act ( EFTA ), 15 U.S. Code 1693 et seq.

Failure to block further charges after a claim of fraud may also constitute a violation of consumer protections under EFTA, which requires prompt and accurate resolution of reported fraud.

4. Fair Credit Reporting Act ( FCRA ), 15 U.S. Code 1681s-2 ( a ) If this account closure negatively impacted my credit report, this would represent a violation of the duty to report accurate information and to conduct reasonable investigations upon disputes.

Arizona State Laws Violated : 1. Arizona Consumer Fraud Act, A.R.S. 44-1522 Capital One made false assurances that no further charges could occur and failed to disclose the true nature of its fraud resolution process.

Misrepresentation and concealment of facts ( such as the false claim of having my ID ) fall under deceptive business practices.

2. Arizona Revised Statutes 13-2310 Fraudulent schemes and artifices If Capital One intentionally misrepresented documentation or denied my right to view rebuttal materials, this may qualify as a fraudulent scheme.

Utah State Laws Violated : 1. Utah Consumer Sales Practices Act ( UCSPA ), Utah Code 13-11-4 ( 1 ) Misrepresenting the effect of account security changes and then allowing a charge contradicts protection from unfair or deceptive acts or practices in consumer transactions.

2. Utah Code 7-16-3 Protections for financial institution account holders Financial institutions must exercise reasonable care in protecting account holder assets, which Capital One failed to do.

Company response to consumer: Closed with monetary relief