Consumer complaint received 2024-12-12 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: NC

Complaint narrative:
On XX/XX/year> ( date is in XXXX, XXXX time zone ) in the morning on the day I was scheduled to leave XXXX. I logged into my checking account and noticed an unauthorized charge in the amount of {$3500.00} under this name XXXX XXXX XXXX XXXX XXXX XXXX The day before ( XXXX XXXX time XXXX ), I received a notice on my cell phone that showed XXXX unauthorized charges ( several XXXX dollars! ) XXXX of which was by the same fraudulent-company-name, but this transaction was on my credit card and was RESOLVED. I only mention it because I realize that Capital One bank and my Capital One credit card are two separate businesses. XXXX did their investigation and came to the conclusion that this is fraud but Capital One Bank said " Denied '' because I am accused of answering yes to a question I was never asked, at least not in the same context that I am being accused of answering. The excuse used to not honor Capital One Banks 0 % liability protection was stated from a Capital One representative ( agent ) that I answered " yes '' to the question " Did I have the card in my possession during the transaction? ". I corrected the agent and told her the question to which I answered " yes '' was, " Is the card currently in my possession? ". This was true because at the time of my call I had my card in my possession. I explained that I had a massage the day before and this was the only time I can think of that i was vulnerable to the possibility of someone using my card without my knowledge or consent. I also paid cash for this massage, so there was no authorized electronic charge for my service. I also told the agent that the question that was first mentioned doesn't make sense to me, because the only way I would know if the card was in my possession while the transaction was being made would mean i authorized it or was aware that my card was being used and that is false. I have spoken with several managers and representatives at Capital One regarding resolution and have been denied repeatedly. This play-on-words is now the center of the reason Capital One is unwilling to honor my fraud claim. I believe that no real investigation has taken place in regards to the transaction. I believe through my experience with Capital One managers that I am unable to resolve this matter and request additional assistance. I believe that Capital One is trying to find a way to not honor their 0 % liable policy, which protects the client against unauthorized transactions. I have a long standing relationship and excellent track record with Capital One Bank and it is alarming to me that Capital One would deny my claim using such trivial tactics. I have even tried to look up the business in question, that is mentioned above, but it says " permanently closed ''. I have exhausted all means to resolve this situation with Capital One and have been unsuccessful. I have attached my return flight itinerary which shows the dates of my flight out of XXXX. The reason I am including this is because I was not sure about my exact dates. I only knew it was the day of my flight that I learned and called Capital One to report fraud. I had continuous conversations with many representatives and managers and every time I called in an agent would ask for dates and times of what happened and I kept saying i think its between the XXXX of XXXX because I could not find my itinerary. XXXX is XXXX hours ahead of my place of residence in the XXXX, so I could have been off a day ahead or behind in my thoughts about what day things happened. To put things in perspective, when I left XXXX I had XXXX days of XX/XX/XXXX and XXXX days of XX/XX/XXXX. You can check this on my itinerary to understand my confusion with dates and times. Every attempt has been used to discredit my claim and i have been left with no resolution. I have also attached and labeled the bank statements showing the same name of the business that took money from both my credit and debit card with an attached letter from the credit card dispute center stating resolution being made. I am only submitting the credit card documents as a cross reference and proof that the same unauthorized charges have been made by the same entity on both accounts without my consent or knowledge.

Company response to consumer: Closed with monetary relief