Consumer complaint received 2024-02-20 00:00:00
Product: Credit card — Store credit 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: VA

Complaint narrative:
I received an email from Kohl 's at the end of XXXX stating that my email address had been changed from XXXX to XXXX. I called Kohls and told them that I did not change my email. They then asked me about charges on my account. I told them that these charges are not mine. They said they would investigate. Than I went to Kohls to make a purchase and was unable. They said there was a restriction on my account. It took me several weeks to figure out what was going on. When I log into my Kohls account to place orders I could see a fraudulent charge on it. The primary address on my Kohls account was also change to an address to a hotel in XXXX XXXX. I live in Virginia and this charge was placed and requested to be picked up at a Kohl 's in XXXX XXXX. I called Kohl 's and the told me about more charges. Someone was able to log into Kohl 's using the XXXX and make charges against my account and have the orders delivered to different Kohls stores in XXXX XXXX. I finally heard from the Kohl 's fraud department that they are doing an investigation. They sent me an email this week showing the charges that where made and who picked up these orders in XXXX XXXX. There is still one more charge that they have not looked into yet and I have email them about it. I have had a very difficult time working with Kohls to get this straighten out. They have not been very cooperative. The fraudulent charges started on XX/XX/XXXX and I am just know hearing from the Kohls fraud department about these charges. I have been a Kohls customer for with an account with them since at least XXXX. I have been calling them about these fraudulent charges since the end of XX/XX/XXXX. It's been two months since I first started calling them about this and I am just know hearing from them this week about these fraudulent charges. These charges totaled over {$1600.00}. There has also been payments made to my Kohls account that Kohls has returned. They told me these payments where coming from XXXX XXXX XXXX. I do not have any accounts with XXXX XXXX XXXX These payments totaled over {$2500.00}. They have not given me any further information about this. There must be a name associated with it. The person using the XXXX - this email address has come up in some of my other finical accounts. The person that picked up these orders in XXXX XXXX XXXX XXXX- I have also seen this name on some of my other financial accounts XXXX XXXX XXXX attached to other fraudulent activities on my checking account. I am working with Detective XXXX XXXX in XXXX XXXX, Nevada and XXXX XXXX in XXXX XXXX XXXX. Virginia. I am doing every thing I can within my powers to investigate all this stuff. I am not getting the support from Kohls with this investigation. How did someone get into my Kohls account and change my email and set it up where they could order stuff with my account? How is this possible. Kohls also reported these two phone numbers to XXXX XXXX which are not mine. These numbers are XXXX and XXXX. These numbers should be attached to someone. There are a lot of pieces to this puzzle that need to be gathered and see how they fit together. Kohls should also go back to these stores in XXXX XXXX and see if there are any videos of the person picking up these orders. The fraud started in XXXX  of XXXX  in my XXXX account and XXXX XXXX XXXX account. Someone was also able to get into XXXX XXXX, XXXX and XXXX and change my email address and phone number. I believe the fraud has finally stopped. I have not seen any new fraud since the first week of XXXX. Please help me. Thank you.

Company response to consumer: Closed with explanation