Consumer complaint received 2026-03-29 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: TX

Complaint narrative:
The copy of the letter presented below is about a continuing and unresolved complaint I have against XXXX XXXX. The former CFPB Complaint ID Numbers are as indicated in the letter 's Reference. XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX Attention : XXXX XXXX XXXX Reference : XXXX XXXX ending in XXXX ( Fraud ), XXXX ( Fraud ), XXXX ( Replacement ), and Consumer Financial Protection Bureau Case # XXXX, XXXX This correspondence is in response to your letter dated XX/XX/XXXX, regarding the above-referenced subject matter. My comments follow the same format and sequence of your letter and are as follows : NOTE Before proceeding with my comments, it is important to remind you that I am an XXXX XXXX, married, retired and XXXX, XXXX man who has numerous health problems and is living on a fixed and very limited income. And my XXXX XXXX wife also has her share of health problems with the most serious being XXXX which requires her to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Therefore, you should be able to understand that my comments presented herein reflect the current physical, mental, and situational condition of both my wife and myself regarding the subject matter in your letter. First Paragraph It was good to learn that the CFPB relayed my concerns to your attention. But keep in mind that XXXX brought the attention of the CFPB solely upon itself when it ( i.e., XXXX ) determined that no credit card fraud occurred on my account. In my situation, you should have been able to recognize that XXXX had forsaken me by not honoring its advertised {$0.00} Fraud Liability Guarantee on the fraud committed against me and then making me responsible for paying all of the unauthorized credit card charges that occurred on my account over the past 3 years. Therefore, I had no other choice but to report XXXX unfaithful and unscrupulous acts to the CFPB as well as the XXXX Attorney General. Incidentally, it seems to me that XXXX could now be prosecuted for fraud based upon its false advertising and unscrupulous acts as described above. In addition, I would like to know what XXXX now calls fraud as it pertains to when a person makes an unauthorized purchase on someone elses credit card? Second Paragraph I dont remember exactly when my wife reported the credit card fraud to XXXX or when my account ending in XXXX was closed, but the XX/XX/XXXX, date appears about right. However, I do remember a replacement account ending in XXXX was soon established and also closed for fraud. Then shortly thereafter, the final and present account ending in XXXX was quickly established. Even though XXXX investigation of the fraud was a farce as explained below, I wish XXXX had been astute in conducting a competent and credible investigation of the fraud like it was in establishing the new accounts. But based upon XXXX unfaithful and unscrupulous acts as described in the First Paragraph, it was easy to understand why XXXX acted so quickly in assigning me another account. The reason for that was obviously because XXXX could continue to bill me for all of the unauthorized credit card charges, plus interest, that occurred on my account over the past 3 years. In fact, enclosed with XXXX letter of XX/XX/XXXX, is another XXXX letter dated XX/XX/XXXX, which shows XXXX way of again telling ( or intimidating and harassing ) me that I am still being held responsible for paying the entire balance on my account ( see both letters in Enclosures ). And by XXXX making me responsible for paying for all the unauthorized charges proves that XXXX is no better than the fraudsters in fact, XXXX is now just as bad as the fraudsters! In regards to my letters of XX/XX/XXXX ( # XXXX ), XX/XX/XXXX ( # XXXX ), and XX/XX/XXXX ( # XXXX ), I am confused about the ( # XXXX ) letter because I could not remember it or find it in my files? Since I do not have the ( # XXXX ) letter, could you please send me copy of it, if it does exist? After looking in my files, it appears that you matched the ( # XXXX ) letter with some other document? This is because my files show that you should have referenced my letter of XX/XX/XXXX, as the ( # XXXX ) letter. This is especially the case when taking into account that the XX/XX/XXXX letter contains more significant information about the fraud. In fact, from what a XXXX agent told the wife and I when XXXX was investigating the fraud, the XX/XX/XXXX letter identifies one of the fraudsters by using the name of XXXX together with her cell phone number and password on many of the unauthorized credit card transactions. If you never received the XX/XX/XXXX letter, I have enclosed a copy of it in this letter for your information. It is important that you read the XX/XX/XXXX letter ( see Enclosures ). What frustrates me about this whole matter is that after learning about the credit card fraud back in XX/XX/XXXX, I had been working in conjunction and close collaboration with all entities and persons involved in trying to find and prosecute the fraudsters as well as correct their wrongdoings, which included ( among other parties ) both XXXX and the XXXX police. In doing this, my efforts were in earnest and transparent in that all parties were sent the same information that could be used in their investigations. For instance, all of my letters mentioned above provided information about the fraud which included, but was not limited to, a history and description about the fraud, circumstances/conditions related to the fraud, dates and times of how and when the fraud was being committed, and several other particulars about the fraud. Even a profile of one of the fraudsters ( i.e., XXXX ) was developed to show what she was capable of doing. It should also be pointed out that I requested XXXX to provide me definitive descriptions about all the transactions comprising the unauthorized charges so the wife and I could determine whether or not we might have purchased some of the items. This can be seen in my letters of XX/XX/XXXX, and XX/XX/XXXX. All of my efforts in keeping everyone informed are evidenced in the documents that I sent to the entities and persons that were in some way or another involved in the case. But XXXX never replied to any of the letters I had sent to them. Why? In any case, it would be difficult for Discover to refute any of these facts. Therefore, I again do not agree with your assessment that the information in the letters did not support a reversal of XXXX decision in keeping the investigation closed. In my letter of XX/XX/XXXX, I also asked XXXX to tell me how XXXX determined that the unauthorized charges were not fraud when as soon as the unauthorized charges were made to my account, that is how and when the fraud actually and undeniably occurred! But, to no surprise, XXXX again never replied to my request. Rather than re-open its investigation XXXX simply and conveniently kept the financial liability wrongfully and unjustifiably charged to me whereby XXXX is still holding me responsible for paying the entire balance on my trumped-up account. It is important to point out that XXXX should have copies of all of my letters mentioned above. And based upon XXXX persistently claiming that fraud had not occurred on my account further proves that XXXX either : ( a ) did not read the letters, or ( b ) could not comprehend the information provided in the letters, or ( c ) XXXX did read the letters and understood the information provided in the letters but chose to ignore everything so XXXX could continue to charge me for all of the unauthorized charges, plus interest, that occurred on my account over the past 3 years ( i.e., from XXXX through XXXX ). Thus, it is apparent that XXXX is using the fraud that was committed against me as a profit center and a means of making larger profits. Third Paragraph In regards to my concerns with XXXX XXXX, XXXX reply about me not speaking with XXXX XXXX is nothing more than a weak excuse for XXXX not providing me with this aspect of financial protection and reimbursement. This is especially the case when considering that the daughter-in-law stole the credit card information off the credit cards that were in my wifes wallet and purse. To no surprise, this is also another example of XXXX forsaking ( or abandoning ) me of XXXX services while still charging me for its services. Keep in mind- for XXXX to be charging me for its services that are not being provided to me can be considered as stealing by XXXX. Just think about it! Therefore, reporting the credit card fraud to XXXX should have more than satisfied any requirement for me having to speak with a XXXX XXXX agent. So, are you now telling me that XXXX can not communicate orally with its other XXXX departments? If yes, then this is definitely another pitiful excuse for XXXX to use as a reason for not financially protecting and reimbursing me under the provisions of XXXX XXXX. And for XXXX to say XXXX XXXX is not a product that prevents fraud transactions is yet another cop-out excuse, especially when considering the financial losses I suffered from the fraud. Thus, all of these excuses about XXXX XXXX by XXXX might very well still be debatable. Therefore, it seems to me that XXXX should have at least provide its customers with a percentage amount of coverage for credit card fraud in order to make XXXX XXXX a credible source of financial protection. This is because credit cards are just about the same as cash and my wife kept her credit cards in a wallet in her purse. It happened that the daughter-in-law stole the cash-like information for making her credit card fraud transactions from the credit cards that were in my wifes wallet and purse. So, for XXXX to say XXXX XXXX is not a product that prevents fraud transactions is a statement made entirely out of context by XXXX as well another excuse that XXXX can use for denying its customers ( like me ) claims for reimbursement under the provisions of XXXX XXXX. This further proves XXXX incompetence and lack of credibility in dealing with my situation. Nevertheless, based upon all of my concerns and the inconsistencies associated with XXXX XXXX, please immediately terminate my subscription for XXXX XXXX and delete it from my account! Fourth Paragraph In regards to you taking actions to prevent future contact regarding the status of my account, please understand that is your decision and not my decision. With this in mind, I have another concern about how XXXX is continuing to exploit me and my wife. This concern also pertains to all of the unauthorized charges that XXXX is billing me for in the monthly statements. As explained above, keep in mind that my wife and I stopped using the XXXX credit cards back in XX/XX/XXXX when we first learned about the fraud. And we never activated any of the new credit cards that were issued to us after that time. Except for maybe a couple of things, we havent charged anything on a XXXX credit card to speak of during that time. In fact, the only charges that I can think of might include a {$20.00} charge in XX/XX/XXXX by my doctors office ( i.e., XXXX XXXX ) and the {$3.00} monthly charge for the farcical XXXX XXXX policy. The reasons for not using the credit cards include : ( a ) The credit card fraud was committed on a second occasion before we ever received the new and final credit cards for our present XXXX account number ending in XXXX ; ( b ) the way XXXX Card had forsaken us by prematurely closing its fraud investigation on my account and XXXX not honoring its so-called protection policies with respect to the fraud and XXXX XXXX ; and ( c ) then XXXX making me responsible for all of the unauthorized credit card charges over the past 3 years ( from XXXX through XXXX ). During the interim of not using the credit cards from XX/XX/XXXX to this present time, the wife and I have been paying cash for all our purchases. This is because we wanted to avoid any chance of the credit card fraud happening to us again. Therefore, at this juncture and because the wife and I havent been charging anything on the credit cards for about 3 months now, the balance on our XXXX statements should show only the charges that were made by us from XX/XX/XXXX to this present date. Instead, the XXXX statements show the total amount of unauthorized charges plus accumulated interest, without providing descriptions of the transactions from the past 3 years. Therefore, I think this kind of accounting is both unfair and unreasonable in that it is being used more as a form of intimidation and harassment against me, especially in my situation of being a victim of the fraud. This is also evidenced by the fact that XXXX is persistently, wrongfully, and unjustly making me responsible for paying all of the unauthorized charges, plus interest, that are still being disputed at this time. Thus, XXXX persistence is contributing more to XXXX acts of elder abuse against me. Because of this, combined with all of the other ways by which XXXX has forsaken and disrespected me, I have no other choice but to develop and abide by my own statement of XXXX Card charges from which I will pay XXXX in accordance with. And my proclamation for accomplishing such task is as follows : Now, Therefore, Let It Be Known that I, XXXX XXXX XXXX, by maintaining my own statement of XXXX charges I do not intend to beat XXXX out of any money due and owing to XXXX and, on the other hand, I do not intend to pay XXXX for any goods or services that were not provided to me, which includes those unauthorized charges that are currently in dispute. Fifth Paragraph At this time, I do not have any more concerns to bring to your attention. However, rather than orally submit any other concerns to you by telephone, I will continue to submit them in writing in order to avoid any confusion, misunderstanding, or ambiguity as well as for record purposes. Respectfully, XXXX XXXX Enclosures Copy of letter received from XXXX dated XX/XX/XXXX Copy of letter received from XXXX dated XX/XX/XXXX Copy of letter sent to XXXX on XX/XX/XXXX Copy To : A copy of this letter is being sent to the U.S. Department of Justice because based upon information provided on the internet about the National Elder Fraud Hotline, which is managed by the Office for Victims of Crime ( OVC ), the Fraud Hotline does not have a public-facing mailing address for filing complaints ; it is primarily designed for telephone support ( XXXX or XXXX ). For formal correspondence with the U.S. Department of Justice ( DOJ ), the mailing address is : U.S. Department of Justice XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX. Also, at this time I need your help more than ever now because I have been receiving unwanted calls from an entity named XXXX on my telephones Caller ID ( XXXX ) saying they can reduce my debt. But I have not answered any of their questions for fear of XXXX using my information for committing more fraud against me. Please advise. For making payments to XXXX : XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX

Company response to consumer: Closed with explanation