Consumer complaint received 2024-08-22 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: CT

Complaint narrative:
I am writing to formally lodge a complaint regarding Capital One 's mishandling of fraudulent charges on my two credit card accounts and the subsequent issues that have arisen as a result.

I spent nearly three hours on the phone with a Capital One customer service representative to review fraudulent transactions that appeared on my accounts between XX/XX/XXXX and XX/XX/XXXX. During this call, I carefully went through each transaction, identifying those that were legitimate ( such as charges from XXXX, XXXX, XXXX, and my mobile service ) and those that were fraudulent. 

Initially, it seemed that the issue had been resolved, as all charges were removed from my account the following day. However, 24 hours later, I received 72 separate letters from Capital One, each addressing different transactions. Some of the charges were credited back to my account, while others were denied.

The primary issue arose because the customer service representative with whom I spent three hours decided to mark every transaction as fraudulent, disputing everything without distinction. This decision has caused significant disruptions in my life, including having my subscriptions, mobile carrier, and car service accounts suspended, being charged fees, and being forced to switch to a payment solution not associated with Capital One.

Moreover, Capital One ignored the majority of the fraudulent charges, particularly those from one merchant, XXXX. Despite providing Capital One with documentation from XXXX indicating that my account had been disabled due to fraud and instructing me to report the credit card charges to Capital One for removal, these claims were denied. 

Following this, I filed a complaint with the CFPB, after which I received a XXXX  package from Capital One. The package included a letter referencing my CFPB complaint number and 72 pages of transactions, but the account number was incorrectly listed. The letter indicated that Capital One wanted to speak with me directly to resolve the matter. However, when I contacted them, I was routed to customer service representatives who were unaware of my complaint, had no notes or references to my CFPB complaint, and provided no resolution. 

I then had to spend another two hours reopening the cases in an attempt to resolve the charges and fees, which I have been trying to do for the past six months. Despite this, Capital One has continued to report payments to credit agencies on accounts they closed, which has caused my credit score to drop from XXXX to XXXX in a single day. Capital One claims they closed these accounts due to a " business decision, '' even though I had three credit cards, all paid in full each month with no late payments.

These accounts should have no balance and, in fact, should have a negative balance after the fraudulent transactions are removed. It is evident that Capital One did not conduct a thorough investigation into my claims. Furthermore, there is no way to have a meaningful discussion with anyone beyond overseas call centers, where communication barriers have further exacerbated the situation.

This ordeal has caused me immense stress, financial hardship, service cancellations, merchant fees, account suspensions, and has consumed six months of my time. I request that this matter be resolved immediately.

last 4 digits of credit cards XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation