Consumer complaint received 2026-05-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
Subject : Complaint Inconsistent Fraud Determinations, Failure to Properly Process Reports, and Lack of Verifiable Communication I am submitting this complaint regarding the handling of disputed charges by Capital One. The charges at issue occurred between XX/XX/XXXX and XX/XX/XXXX and involve repeated transactions associated with a single digital platform. These transactions formed a pattern of recurring amounts, high-frequency activity, and ultimately appeared across multiple accounts. Due to their similarity to legitimate activity, the pattern was not immediately identifiable as unauthorized. Once the pattern became apparent in approximately XXXX XXXX, I made multiple attempts to report the issue. In XX/XX/XXXX, I contacted Capital One by phone to report the suspected fraudulent activity. During that call, I was informed that each transaction would need to be entered individually. The representative expressed resistance due to the number of transactions and discouraged proceeding. As a result, the report was not completed. Between XXXX and XX/XX/XXXX, I attempted to report the issue independently via email. I made multiple efforts to identify and use an appropriate fraud reporting contact but was unable to locate or successfully use a functional email channel. In XX/XX/XXXX, I again contacted Capital One by phone. During this call, the representative again expressed reluctance to process the volume of transactions and suggested that I simply pay the charges rather than proceed with reporting them. I insisted that the report be taken. The representative began entering the disputed transactions and confirmed that one account had been successfully submitted. While processing the second account, the call was disconnected. I did not receive a return call, and the report was not completed. During that XXXX interaction, I was led to believe that at least one set of disputed transactions had been successfully submitted and would be reviewed. Based on that representation, I reasonably expected to receive follow-up communication or written correspondence confirming the status or outcome of the investigation. I allowed a reasonable period of time for such communication to occur. However, I did not receive any phone call, email, or written notice regarding the status or resolution of the reported activity. After receiving no communication or confirmation, I submitted a formal written dispute on XX/XX/XXXX. On XX/XX/XXXX, I was contacted by phone by a Capital One representative. During that call, I was told that I was being held responsible for the charges because I had failed to report the issue within XXXX days of occurrence. I was also told that prior correspondence had been sent to me regarding the investigation and outcome. I advised the representative that I had not received any such communications. Following that call, I received multiple letters dated XX/XX/XXXX stating that my claims were denied due to insufficient evidence of fraud, with additional references to charges older than XXXX days not being eligible for temporary credit. Subsequently, I received additional documentation dated XX/XX/XXXX, which appears to correspond to the original fraud report initiated during my XX/XX/XXXX phone call. These documents confirm that Capital One opened a fraud investigation at that time and acknowledged the disputed charges. This directly contradicts the later position communicated to me on XX/XX/XXXX, that I failed to report the issue within the required timeframe. The existence of a documented investigation in XXXX demonstrates that the issue was, in fact, reported and processed, and that any failure in follow-through or communication occurred within Capital Ones internal handling of the casenot due to inaction on my part. Additionally, the XX/XX/XXXX documentation reflects multiple and inconsistent positions, including statements that I would not be held responsible for unauthorized charges, while other communications from the same timeframe state that there was insufficient evidence of fraud and that the transactions were valid. These conflicting determinations demonstrate a lack of a clear, consistent, and well-documented investigative conclusion. Although I was informed that prior correspondence had been sent by both mail and email, I did not receive any such communications at the time they were allegedly issued. All documentation in my possession was received only recently, and multiple letters are identically dated XX/XX/XXXX, with no verifiable evidence of earlier delivery. I was also informed that my account was enrolled in paperless delivery. I have reviewed my email records, which contain extensive message history dating back through XXXX. While I have received multiple communications from Capital One regarding account activity, I have received no emails confirming a fraud claim, no investigation notices, and no communications providing the outcome of any such investigation. Despite the existence of a written dispute, I have received collection and charge-off communications related to these disputed balances. With respect to the disputed transactions themselves, the pattern of activity is significant. The repeated amounts, high frequency, and occurrence across multiple accounts are not consistent with typical consumer behavior and would reasonably warrant a detailed and well-documented investigation. No such explanation has been provided. For context, I have professional expertise in cybersecurity, digital fraud, and criminal investigation, including doctoral-level training and prior law enforcement investigative experience. Based on this experience, the transaction pattern observed is inconsistent with typical consumer activity. My concern is not only the outcome of the dispute, but the failure to properly process earlier reporting attempts, the inconsistency of the explanations provided, and the lack of verifiable communication regarding the investigation. I respectfully request : A full review of Capital Ones handling of this matter Verification of whether appropriate investigation and notification standards were followed A requirement that Capital One provide a clear, detailed, and consistent explanation of its findings Correction of the account if deficiencies are identified Protection against improper collection or negative credit reporting while this matter remains unresolved Respectfully, XXXX XXXX XXXX, XXXX.

Company response to consumer: Closed with explanation