Consumer complaint received 2026-06-07 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: GA

Complaint narrative:
Hi, Thank you for taking the time to review my claim. I am filing this formal complaint against Capital One due to their egregious handling of a fraud situation, severe lack of consumer data protection, and a complete failure to resolve an ongoing security breach on my account. The issue began when Capital One issued a replacement card for my expiring credit card. Before I even received or used the card, the credit card number was compromised and used for fraudulent activity. This all began on XX/XX/XXXX. Over the past several weeks, I have been forced to call Capital One repeatedlysometimes XXXX to 5 times a dayto report ongoing fraudulent charges. Despite my constant alerts, Capital Ones response has been entirely inadequate and contradictory : Repeatedly Sending Compromised Numbers : Capital One initially claimed they blocked the compromised card, yet they repeatedly re-issued and mailed me the exact same card number. Failure to XXXX XXXX ' XXXX : After extensive complaints, Capital One finally generated a new card number ( which I have not yet physically received ). However, fraudulent charges continue to hit the old, supposedly " blocked '' card number every single day. Negligent Merchant Policies : When I demanded to know why a blocked card is still processing charges, Capital One stated they are actively authorizing these transactions because they are from a " known merchant. '' Capital One is knowingly allowing unauthorized, fraudulent transactions to bypass their security blocks under the guise of merchant familiarity, completely disregarding the fact that the card number is stolen. XXXX XXXX and XXXX Negligence The only " solution '' Capital One has offered is to tell me to keep calling back every day to report the new charges as they happen. They are refusing to take internal responsibility, stop the bleed at the merchant routing level, or provide a permanent security fix. Furthermore, the customer service agents I speak with are completely inconsiderate of the severe financial and emotional stress this situation is causing. When I object to their unacceptable " keep calling back '' response and press for a real solution, the agents regularly hang up on me. This unprofessional and abusive behavior is a clear attempt to avoid dealing with their own systemic security failures. I have explicitly requested that Capital One provide their statements, determinations, and phone call summaries to me in writing so I have an official paper trail of these events. Capital One has flatly refused to provide anything in writing. This lack of transparency appears to be a deliberate attempt to avoid accountability and leave me without proof of their internal failures. Capital One has shown a blatant disregard for consumer privacy, financial security, and basic customer service. I am trapped in a daily cycle of managing their security failures while they knowingly authorize fraud on my account. Desired Resolution To resolve this matter, I require Capital One to immediately execute the following actions : XXXX. Hard-Block the Compromised Card : Completely sever and hard-block the old credit card number from my account so that XXXX transactionsregardless of the merchant 's historycan be authorized. XXXX. Account Investigation : Conduct a thorough investigation into why a blocked, fraudulent card number was repeatedly re-issued and why " known merchant '' rules overrode an active fraud block. 3. Written Communication : Provide a complete, written summary of all phone interactions regarding this fraud history, including a written guarantee that I will not be held liable for any of these ongoing fraudulent charges. 4. Credit Protection : Ensure that these fraudulent charges do not impact my credit utilization, score, or account standing in any capacity. Thank you, XXXX

Company response to consumer: Closed with explanation