Consumer complaint received 2024-12-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA

Complaint narrative:
Date : XX/XX/year> Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX Washington, XXXX XXXX Subject : Formal Complaint Regarding Unresolved Credit Card Fraud Charges DeaXXXX XXXX I am writing to file a formal complaint against my credit card issuer, Capital One, N.A., regarding an unresolved issue with fraudulent charges on my account that have not been reimbursed despite my efforts to resolve the matter. I am seeking assistance from the Consumer Financial Protection Bureau ( CFPB ) to ensure that my rights as a consumer are upheld and that I am treated fairly. 

Account Information : Credit Card Issuer : Capital One, N.A. 
Date of Fraudulent Charges : XX/XX/year> XX/XX/year> Amount of Fraudulent Charges : {$1600.00} In XX/XX/year>, I noticed several unauthorized transactions on my credit card account that I did not initiate or authorize. These charges, totaling {$1600.00}, appeared to be fraudulent and were clearly not made by me. Upon discovering these charges, I immediately took the following steps : 1. I contacted Capital One, N.A. on XX/XX/year> to report the fraudulent charges. 
2. I filed a dispute for the fraudulent transactions, providing any required documentation and information to support my claim.

3. I followed up on the matter multiple times over the following weeks/months, requesting updates and clarification on the status of my dispute.

4. I followed up on the matter multiple times with the vendor in question, XXXX, as instructed by the credit card company. 

Despite these efforts, Capital One, N.A. has failed to resolve the dispute in a timely manner or provide me with the required reimbursement for the fraudulent charges. Instead, I have been subjected to lengthy delays, lack of communication, and unsatisfactory responses. Furthermore, I have been informed that I am still liable for the fraudulent charges, which I strongly believe is a violation of my rights under the Fair Credit Billing Act ( FCBA ). 

I am particularly concerned because Capital One, N.A. has not followed the legal requirements under the FCBA, which mandates that credit card companies investigate fraudulent transactions within a reasonable time frame ( generally 2 billing cycles ) and either resolve the dispute or provide a provisional credit. To date, they have not acted in accordance with these regulations. 

Their resolution letter stated the Activity on the account indicates that these transactions are valid. However, after speaking with fraud customer service at Capital One, N.A., they indicated this was generic language that they use on their response letters. After spending hours on the phone with both Capital One, N.A. and XXXX, it is clear the charges are not valid and are associated with alternate email addresses I do not control, for goods and services in foreign countries. I have no receipts or records of these purchases and representatives at both companies would tell me nothing about my alleged purchases. 

Furthermore, after numerous redirects and hours of phone calls with both companies, a Fraud and Dispute Manager, XXXX at Capital One, N.A., indicated that the fraudulent charges were similar to a person sneaking groceries into my grocery cart and I would have to pay for the fraudulently purchased goods and services. However, unlike groceries I pay for, that are in my cart, that I can take home and eat, I did not receive these goods and services and can not eat them. Instead, I am being asked to eat these charges. 

Attempting to resolve this issue by characterizing these charges as apparently " valid, '' when it is clear to all parties involved- even Capital One, N.A. 's own employees - that they are not valid, is a deceptive act or practice prohibited by the Federal Trade Commission Act and the Consumer Financial Protection Act. It is unacceptable and unlawful to mislead consumers in this way, and is particularly egregious when the deception is carried out in the context of my good faith exercise of my rights under the FCBA.

Request for Assistance : I respectfully request the CFPB 's assistance in resolving this matter and ensuring that Capital One, N.A. adheres to its legal obligations. Specifically, I seek the following : 1. Immediate reimbursement for the fraudulent charges that were made on my credit card account.

2. A thorough investigation of the failure of Capital One, N.A. to comply with the Fair Credit Billing Act ( FCBA ).

3. A review of their internal dispute resolution processes to ensure that they are following all consumer protection laws and regulations.

I trust that the CFPB can help facilitate a fair and timely resolution to this issue and hold Capital One, N.A. accountable for its failure to address the fraudulent charges promptly.

Thank you for your attention to this matter. I look forward to your assistance and a resolution of this complaint. Should you require any further information or documentation, please do not hesitate to contact me.

Company response to consumer: Closed with explanation