Consumer complaint received 2025-12-23 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: FL

Complaint narrative:
To whom it may concern, My name is XXXX XXXX XXXX XXXX and I hereby wish to file a formal complaint with Capital One for poor consumer protection practice due to inadequate handling of my case of fraudulent transactions, as well as the lack of fair treatment and adequate investigation by the bank. 

On XX/XX/XXXX and XXXX, according to the information provided by the bank, several fraudulent transactions were made in my Savor and Quicksilver accounts, of which I have no knowledge, did not authorize, or lend my cards to third parties. From the first moment I informed Capital One that these transactions did not belong to me. 

I repeatedly contacted the bank. In my first call I explained that I had noticed high charges that I did not recognize. However, some time later the amount continued to be reflected as debt in my account. When I contacted again, I was informed that Capital One had determined that there was no fraud, a decision that, as I was told, was based solely on the payment method used. 

I believe that this investigation was not fair nor was due process carried out. On XX/XX/year>, a representative of the fraud department ( from which I do not take data because I do not consider it necessary ) told me, in unprofessional terms, that " the bank does not care how I feel as a customer. '' In addition, he refused to provide me with information about the merchant who processed the transaction, arguing that " they were not obliged. '' The information they did provide me corresponded to a supposed corporation without verifiable existence named XXXX XXXX XXXXXXXX ; when I research the company in XXXX that charged my credit card I notice that this company does not exist and no reliable data appears. 

I insisted that it was impossible for me to have used my card in that trade or through that payment method, especially considering that there are currently multiple forms of cloning and electronic fraud. I am a responsible customer, I always pay on time and I have never submitted a transaction of this type in my history. 

I want to emphasize that not only my Capital One cards were cloned. I had a similar situation with my XXXX XXXX card, and thanks to the correct investigation carried out by them, it was determined that there had been fraud. I reported this to Capital One, but even so their answer was that " every bank has its own method. '' They even mentioned that, for it to be considered fraud, I should have declared my cards as stolen or lost. I replied that I couldn't lie so that my case would be taken seriously. 

Yesterday I contacted again to request a review of the case, but the bank refused to reopen it and conduct a fair investigation. 

I even made a police report with case number XXXX to collaborate and once again check the fraud. 

For all of the above, I formally request the reopening of the case, a thorough investigation of the fraudulent transactions that occurred, and the full refund of the amount corresponding to the fraud. 

I appreciate your attention and look forward to a prompt favorable resolution. 

Sincerely, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation