Consumer complaint received 2025-12-28 00:00:00
Product: Credit card — Store credit 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: GA

Complaint narrative:
I live in Georgia and someone in Wisconsin maxed out my Kohl 's Capital One charge card with {$2000.00} of purchases. I disputed the charges but they said there wasnt enough evidence to reverse the charges because I did not lose my card and the physical card/chip was used to make the purchases. Ive never been to Wisconsin and I did not make the purchases! I've also had a Kohls credit card for XXXX years and I've never maxed it out. Multiple large charges made on the same day in a state I dont live in should have been flagged as suspicious activity and I should have been notified. I wasnt. I have chosen to be notified in the settings on my account. I found the charges when I went to pay my bill. One charge was made on XX/XX/XXXX and the other charges were made on XX/XX/XXXX. It looks obvious to me that they continued to use my card until is maxed out that's why they made multiple charges. 
I submitted a dispute and it was denied based on their findings that the card chip was used and I had not lost my card. I made multiple calls to Capital One fraud department pleading my case but they continue to deny my claim. I submitted a complaint to the XXXX XXXX XXXX and they also got a denial from Capital One. I submitted a rebuttal to XXXX  rejecting Capital One 's response and they suggested I file a complaint with CFPB. 
As a loyal customer with excellent credit who has always paid their bills on time, I am beyond frustrated with Capital One 's decision not to approve my dispute. Ive canceled my card and will not be doing business with them in the future. Ive been a Kohls customer for YEARS! I've had multiple calls with their fraud department with no success just frustration. I tried to prove I was in GA on those days by sending them other credit card statements with charges I made on those 2 days at stores in GA and also a receipt for football tickets I purchased to the local football game in XXXX XXXX, GA. I don't know how else to prove I was at home in GA on those days. Any help you can provide would be greatly appreciated! 
I have filed a police report and I also made the minimum payment last month to reduce the possibility of this effecting my almost perfect credit score.

Below is my rebuttal letter I sent to XXXX  : Capital One, I am writing in response to your letter dated XX/XX/XXXX, regarding the charges from Kohl 's # XXXX on my account ending in XXXX. I strongly disagree with your conclusion that these transactions are valid and not fraudulent. 
I have repeatedly stated that I did not authorize the charges of {$230.00}, {$550.00}, {$430.00}, {$340.00}, and {$430.00} made between XX/XX/XXXX, and XX/XX/XXXX. These transactions are not mine, and I have no knowledge of them. I have not benefited from these transactions, nor have I authorized any other account user to make them. Your claim that these charges are valid is unsubstantiated and does not align with the facts I have provided. 
I don't understand how your system failed to detect these transactions as suspicious activity. The amounts charged are unusually high, occurred within a very short timeframe, and were in a state far away from my home and billing address, which should have triggered an alert. As a customer, I expect your fraud detection system to protect me from unauthorized transactions, and its failure to do so is unacceptable. I received a confirmation text from you when I accessed the mobile app ensuring it was actually me but you did not detect multiple charges on the same day being made outside of my home state?? 
I understand from your prior responses that you determined the purchases were made with my physical card that I had in my possession, but that is not possible. At this point, I'm requesting that you provide detailed information about the investigation process, including the evidence you have showing the card was physically used. 
I also request that you reconsider your decision and conduct a more thorough investigation into these charges. I have filed a police report asking for their assistance to determine who made these charges and to request the video of the person physically using my card if that is truly the case. If necessary, I am willing to provide additional documentation or information to support my claim. I am beyond frustrated and disappointed in a company as large as Capital One and Kohls in the decline of my dispute. I have excellent credit and I've always paid my bills on time. If I owed this amount, I would pay it but I do not feel like I should have to pay {$2000.00} for charges I did not make. If this was about a couple XXXX XXXX, I would probably pay it even without make the purchases just to save my credit but {$2000.00} is too much for me not to continue to fight this. 
I will continue to pursue this issue until it is resolved fairly. 
I appreciate any help the XXXX  can offer me.

Company response to consumer: Closed with explanation