Consumer complaint received 2026-02-09 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: FL

Complaint narrative:
Company : Capital One Product : Credit card Issue : Unauthorized charges and improper denial of fraud claim Date of incident : XX/XX/XXXX ( charge posted ) ; XX/XX/XXXX ( fraud reported ) ; XX/XX/XXXX ( claim denied ) What happened : On XX/XX/XXXX, I promptly reported an unauthorized charge of {$1000.00} to XXXX XXXX XXXX XXXXXXXX XXXX XXXX '' posted on XX/XX/XXXX, to Capital One 's fraud department ( Case Number XXXX ). I have never heard of this merchant, never authorized this transaction, and received no goods or services from them. 

On XX/XX/XXXX, Capital One denied my fraud claim, stating there was " insufficient evidence of fraud '' and that " information we discovered leads us to believe you or another account user benefitted from the transactions. '' This conclusion is factually incorrect : I did not authorize this transaction I received no goods or services from this merchant There are no other authorized users on this account I am prepared to testify under oath that I did not make or authorize this charge Capital One 's denial violates both federal law and their own published XXXX-liability fraud protection policy, which states customers will not be held responsible for unauthorized charges when promptly reported. 

Capital One 's investigation was inadequate : When I called following the denial, I spent several hours on the phone without receiving meaningful assistance. Capital One could not or would not provide : Transaction location Method of transaction ( online, in-person, card-present, etc. ) Any verification data ( signature, PIN, device information ) Evidence supporting their conclusion that I " benefitted '' from the transaction I was told to contact the merchant directly. However, " XXXX XXXX XXXXXXXX XXXX XXXX '' appears to be inactive with no working phone number, website, or email address available through public records. I have no practical means to investigate this myself, nor should federal law require me to do so. 

Evidence supporting my fraud claim : On XX/XX/XXXX ( the date this charge posted ), I was at home until approximately XXXXXXXX XXXX went to the gym, then at XXXXXXXX XXXX met XXXX acquaintances at XXXX XXXX Shops in XXXX XXXX, Florida ( XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX ), where I made a legitimate purchase of less than {$40.00} in fishing lures using this same Capital One XXXX XXXX XXXX card. 

This card was obtained specifically for use at XXXX XXXX XXXX, where it was printed in-store earlier in XXXX. I have never used this card for any other type of purchase. This limited, consistent pattern of use makes the auto service charge highly suspicious and inconsistent with my account history. 

The fact that the card was printed in-store raises reasonable questions about whether a duplicate or compromised card could have been created without my knowledge, particularly given the appearance of an unrelated merchant charge on the same day as my legitimate XXXX XXXX purchase. 

Current harm : Since Capital One deemed their inadequate investigation " complete, '' they are now assessing late fees and interest charges on this fraudulent {$1000.00} charge. I am being financially penalized for fraud I did not commit and promptly reported. 

I sent Capital One a formal written dispute letter on XX/XX/XXXX ( via XXXX Mail to their disputes address ) detailing all of the above. As of XX/XX/XXXX, I have received no response. I am now filing this complaint with the CFPB and plan to resend my letter via certified mail. 

Under the Fair Credit Billing Act and Capital One 's own fraud protection policy, I should not be held liable for this unauthorized charge. Capital One 's denial was based on an inadequate investigation that provided no actual evidence, and their continued assessment of fees during an unresolved dispute appears to violate federal consumer protection standards. 

Account Information : XXXXXXXX XXXX XXXX XXXX XXXX ending in XXXX Case Number : XXXX

Company response to consumer: Closed with monetary relief