Consumer complaint received 2025-11-19 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: CA

Complaint narrative:
I am disputing the {$5500.00} charge dated XX/XX/XXXX which was unauthorized. I did not make, approve, or benefit from this purchase. I reported the fraud immediately. Delivery of an item to my home does not constitute authorization. This transaction is fraudulent. The box is still factory sealed. I request correction of my credit card account statement. 
Detail : My personal information including my home address, email address and Capital One credit card information was hacked online and an unauthorized online purchase was made by a fraudulent account holder on XX/XX/XXXX through XXXX. I called Capital one, the Credit card ( cc ) company and reported the fraud the same day, had this cc company cancel this unauthorized transaction, deactivated my existing card and requested a new credit card. FYI- I changed my email password and unsubscribed to a mountain load of illicit online email subscriptions that was also done against my consent that day due to my identity theft. I assumed this would resolve this credit card transaction fraud and since no payment was made by the cc company there would be no problem/ delivery. 
However, XXXX sent me another email asking for a new cc information and stating that the item was still waiting to be delivered. Fearing this unauthorized transaction and unknown email address- unaware of the extent of where this identity theft issue would lead, I did not respond back to their email. It did not look legit to me. There was no phone number on their email either. 
Against my consent, this human sized large, wide and heavy unknown item was delivered to my house on XX/XX/XXXX. This really scared me at this point because I did not know what could be inside that box. So, I called the number provided on the delivered package immediately and left voice message requesting for immediate call back and to provide return/ disposal of this item the same day on XX/XX/XXXX. This call back was never received. Then, I saw that the credit card transaction was refunded to me XX/XX/XXXX by Capital One. However on XX/XX/XXXX I received a threat email from XXXX again saying they will ask the credit card company for repayment, withXXXX  shipping confirmation of the item as proof. I also received an email from Capital one on XX/XX/XXXX saying this fraud claim was deemed false as there was insufficient evidence of fraud and I was held accountable for the alleged transaction as I benefitted from it. In a state of helplessness, I reported this to the legal authorities on the same day, XX/XX/XXXX and filed a Police report. I also called XXXX to have the box returned back to the sender but they said they could not do that for me. 
I reported back to Capital One with the police report, a detailed letter as this one, with all the proofs including my initial call record to Panduit- the company whose number was on the shipping label of the package and let Capital One know the item was still unopened and waiting in the garage so, I did not benefit from it and requested the charge to be dropped. But Capital One told me they could not do anything for me and I needed to sell the item to get my money back. I contacted Capital One 3 times on XX/XX/XXXX but did not get a different answer, they did not even read my grievance letter, so I had to close my account with them as I was unsure if the cc company was also working with the scammers at that point. I told them I would file a complaint against them and even get legal assistance. 
I am very frustrated at this time and would appreciate some resolve towards this fraudulent transaction charge. I certify the representations made are true, correct and contain no material omissions of fact. 
Thank you

Company response to consumer: Closed with explanation