Consumer complaint received 2025-03-07 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: NY

Complaint narrative:
On XX/XX/year>, I received a call from someone claiming to be an " experience agent '', who informed me that an individual in XXXX  was attempting to open a XXXX credit card using my Social Security number. The caller asked if I would approve or deny the credit card application and whether I knew anyone in XXXX. As a resident of XXXX XXXX  with no connections to XXXX, I immediately declined the application. 

The agent then stated that XXXX of my credit cards had been compromised, with unauthorized online purchases occurring in Texas, totaling approximately {$XXXX}. They assured me they would help by closing all the affected cards. The agent read my full Social Security number to me, as well as the entire XXXX account number of each credit card. I was then asked to verify the expiration dates and security codes. 

After closing my cards, the agent provided me with a cancellation code for each one. They then transferred me to another department, supposedly to help lower my interest rates so I could pay off the balances more easily. This second individual claimed they could reduce the interest rates on all my closed cards to XXXX %, but there would be a fee of {$XXXX}. Feeling pressured and fearful that my credit would be damaged, I accepted the charge at that moment. 

The agents also advised me not to contact my credit card companies, request new cards, or attempt to reopen my accounts. However, after the call, I became suspicious and logged into my online accounts to review my credit card statuses and transaction histories. I found that all my cards were still active, with no signs of fraudulent activity in XXXX. 

Realizing I had likely been scammed, I immediately contacted my credit card issuers. Each company confirmed that there was no fraudulent activity in XXXX  and that my accounts had never been compromised. They advised me that I had likely been targeted by a scam and subsequently reported my cards as stolen, issuing me new ones with different numbers. 

Following this, I contacted the XXXX major credit bureaus and froze my credit. When I spoke with the Capital One XXXX  representative, they instructed me to email XXXX to report the incident and open a case. Initially, Capital One categorized my case as fraud but later ruled against me, stating that it did not qualify as fraud. They then opened a second case under the classification of a scam, but they have still not ruled in my favor despite the fact that I have provided a police report and an identity theft report from XXXX, both of which were faxed to them. 

I am seeking assistance in resolving this matter, as I was clearly misled and defrauded out of {$XXXX}. I have taken all necessary steps to protect my identity and financial accounts, yet Capital One refuses to acknowledge the scam and issue a resolution in my favor. 


Thank you for your time and attention to this matter.

Company response to consumer: Closed with explanation