Consumer complaint received 2024-08-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL

Complaint narrative:
So, I went to pay my XXXX bill on XXXX XXXX XXXX  and my card was declined. I logged into my capital one account and there was quite a few transactions from XXXX XXXX, which I do use. I then tried logging into my XXXX XXXX account and it tried having me create a completely new account. I checked my email for any emails from XXXX XXXX and realized all of their emails were going to my spam folder for some reason. Then I noticed emails saying my email and phone number had been changed on my account and realized that someone had completely taken over my account. That individual racked up a little over {$500.00} using my card that was linked to the account. I tried contacting XXXX XXXX multiple times via phone call and every single time I would contact them the phone would ring twice, said all of their agents were busy and would automatically hang up. 

So I called capital one to open a fraud claim. I tried opening a claim for XXXX transactions totaling the amount of {$500.00}. However, I was only allowed to open a claim for transactions that had settled and they told me I have to call back to have the pending transactions added on after they had settled. So, I was allowed to dispute a total of {$140.00} on XXXX When I woke up on XXXX I checked to see if the rest of the transactions had settled and sure enough they did. So I called to have the rest of the charges added onto the claim I initially opened the day before and they told me that they had to open a new claim for these charges. I said alright and opened a second claim for {$360.00}. Both times my calls ended with agents telling me I can expect a temporary credit in XXXX business days but it can take up to XXXX. Understandable. 

Monday passed and still no temporary credit. XXXX afternoon, still no temporary credit so I called to see what the heck the deal was. I was told they could not release or expedite the temporary credit for either of these claims and I would have to wait the full XXXX business days. About XXXX minutes after I hung up I received the temporary credit from the claim I opened on XXXX for {$140.00}. So I called back and asked why the temporary credit, from what should have been the same claim was not released with it? All the transactions are from the same merchant and the only reason they werent filed together because of capital ones policies about not being able to file a claim while transactions are pending. They told me they are XXXX separate claims and XXXX different back office teams are working on them and only XXXX team allowed for the temporary credit to be released. WHAT?!? Then I had the woman speak with her supervisor and her supervisor told her that XXXX claim was projected to take XXXX to XXXX days and the other is going to be resolved before XXXX business days and thats why they arent going to release the temporary credit. THAT MAKES ABSOLUTELY XXXX SENSE. 

I demand the temporary credit be issued for the second claim ending in XXXX for {$360.00}. I smell something fishy in the air here and this is completely and utterly wrong. I am absolutely disgusted and fed up with capital one beyond belief right now. This should have been opened as XXXX claim in the first place and all of the temporary credit should have been issued together as XXXX. Please do me this favor and right your wrongs because I have bills to pay. Thanks.

Company response to consumer: Closed with monetary relief