Consumer complaint received 2025-12-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ

Complaint narrative:
On XX/XX/XXXX while traveling abroad in XXXX, i received a text message from Capital One asking if i made a purchase through XXXX. I replied NO within seconds because I was positive that neither I or my husband made any transaction with XXXX and in the recent months have only utilized the account as a BILLS account. I received a follow up text indicating that the debit card was being closed as precaution. Upon my return home, I contacted Capital One to formally file the dispute and I advised them that I had already received a new card to activate. I received provisional credit and understood that this credit could be reversed if the claim was in favor of the merchant, but i was not worried because i knew this was not a valid transaction. To my surprise, I received an email a few weeks later advising that the claim was being denied and that the provisional credit i received would be reversed soon. This was especially hard on my family because I am a federal worker on furlough at the time due to the gov shutdown and was already stretching every dollar to cover our needs, and to have the credit be reversed knowing that it was truly a fraudulent transaction was devastating. I called and requested all supporting documentation be sent to me to review. The documents provided by Capital One included a summary of past purchases where the same card had previously been used, with the same purchaser information including name and address, transactions which were not previously disputed therefore suggesting that this transaction must have been valid as well. Those purchases were from XXXX of XXXX and earlier. Additionally, I have not lived at that address since XX/XX/XXXX and there would have been no reason for me to send a package there as it is an apt complex. Upon review of the tracking information included in the provided documentation, I discovered that the package was shipped with a company called XXXX XXXX. By entering the tracking number into the website for that company, I was able to pull up the shipping details and to my delight, there are various photos of the delivery including photos of the shipping label itself ( sent to a XXXX address ), the warehouse, AND a photo of the man in said warehouse that received the package! I gathered all of this evidence and sent it via email to the claim department knowing that this was sufficient proof to support my claim. This was emailed on XX/XX/XXXX and various calls made to the XXXX department confirmed this information was received and awaiting to be reviewed. I understand that everything follows a process, but imagine my surprise when I received an email on XX/XX/XXXX indicating that the decision for my claim stood as is and that it was being denied, again. I called and asked for a supervisor who said i would need to send in the documents again for review if i had additional supporting evidence. What other proof do you need? Obviously someone didn't do their job thoroughly even when i provided them with the exact information of how i pulled up the tracking information from the discovery reports that THEY PROVIDED! As of today, XX/XX/XXXX i have not received an email regarding the 2nd reopening of the claim, as i was told by a supervisor that they would do. I have supplied the documents AGAIN including a detailed narrative of the multiple reasons that this claim is fraudulent, and have not received any response or acknowledgement by anyone on the fraud investigation team. I need to know that someone is working to resolve this and actually looking at the evidence i am sending them because i have been out more than {$200.00} and I have small children to feed!

Company response to consumer: Closed with explanation