Consumer complaint received 2023-12-30 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: WI

Complaint narrative:
On XX/XX/2023, at XXXXXXXX XXXX, I received a text alert from Capital One, notifying me of a declined transaction at XXXX XXXX for {$8400.00}. Quickly afterwards, I clicked on the link provided on my text message which prompted me to login into my Capital One account on the app, which showed the declined transaction to XXXX and also an unauthorized pending transaction of {$14000.00} at the XXXX store in XXXX XXXX, CA, on my Quicksilver card. 

Promptly, at XXXXXXXX XXXX on the same day, I reported both transactions as fraudulent by calling Capital One at XXXX. I emphasized my non-involvement, stating that I was physically in XXXX XXXXXXXX, NV, at the time of the purchases. Capital One acknowledged the fraud, assuring a full credit of {$14000.00}, and issued an official letter on XX/XX/, outlining corrective actions, including the dispatch of a new card. 

Unexpectedly, on XX/XX/, I received another letter from Capital One, indicating a lack of sufficient evidence and an impending offset adjustment charging me the full {$14000.00}. At XXXXXXXX XXXX on the same day, I called Capital One to dispute this decision, reiterating my physical absence during the XXXX XXXX transaction. Capital One maintained their stance, citing the physical swiping of the card as evidence against fraud. 

I believe they did not do a thorough investigation into this fraudulent crime that targeted me. Capital One did not check my geolocation at the time I opened the app via the link I received from the text message of the declined transaction on XX/XX/. This would have shown that I checked the app of this fraudulent transaction in XXXX XXXXXXXX, NV and I would not have been in CA to make this charge. 

In response, at XXXX XXXX on XX/XX/, I contacted XXXX to report fraud and initiate a case. Simultaneously, I called the XXXX XXXX in XXXX XXXX, CA, at XXXXXXXX XXXX, reporting the fraud and leaving my contact information for the manager. 

On XXXX XXXX, I filed a FBI case online of the fraud. Attached is the report file. 

Taking further action, on XX/XX/, I filed an official police report at my local station. I provided evidence of paper receipts to show the date, location, and timestamp of where I was on the day of the fraudulent actions, along with this, I provided the physical credit card that was charged. I had cut up the credit card that was supposedly charged on XX/XX/ as it was my possession. The police assured me that they would forward the report to the XXXX XXXX, CA, local police office for additional investigation. 

Despite receiving a letter on XX/XX/, from Capital One stating the case was resolved and I wasn't held responsible, the {$14000.00} charge persisted on my credit card balance. 

On XX/XX/, I called Capital One again, requesting a reopening of the case, as the previous resolution was not satisfactory. I emphasized the inaccuracies in the letter received on XX/XX/XXXX. I stated that at the time of the transaction on XX/XX/ that occurred in XXXX XXXX, CA, I was physically in Nevada and had possession of the card. Capitol One representative stated that as the card was in my possession at the time, I would be held responsible. I gave them evidence of receipts from local stores to show the date and timestamps of where I was in Nevada on the day of the fraudulent purchase on my Quicksilver card. They did not look further into this. 

As of XXXXXXXX XXXX, my credit score has dropped over XXXX points due to this fraudulent action.

Company response to consumer: Closed with explanation