Consumer complaint received 2025-10-01 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: IA

Complaint narrative:
On Saturday XXXX, XXXX, XXXX  I received a text alert from Capital One asking if I had just attempted to make a purchase with my credit card at XXXX XXXX, since I was at home at the time I certainly did not and I immediately had the card turned off and started to look into my purchases, only to see that the card had been nearly maxed out, at around XXXX out of XXXX available. I then spend the rest of the night reviewing my account to see that my card had been being overcharged for the past few months with several unauthorized charges, starting on XXXX XXXX of XXXX. I then called their fraud department number given on the website and explained the situation to a representative, he went through all of the charges starting on XX/XX/XXXX and issued a credit back to my account while the fraud was being investigated. Over the next few days I had received online documents from them stating that the investigation was still underway, and that I would eventually receive a fraud resolution document when the investigation was over, which could take up to XXXX  days. On XX/XX/year>, I got a resolution letter back saying they had concluded the investigation and my account balance was now what I owed, XXXX, which is significantly higher than what it should be. I have talked to multiple people from their company regarding this issue, and outlined to each XXXX what charges were legitimately from me, noting that the vast majority of them were not. Today, XX/XX/year>, I called once again and was eventually connected to another person to talk this over, and at least get an answer for what charges they were alleging I had made, I also once again went over the dates and timeframe of all purchases with her, starting from XX/XX/XXXX to the day I had the card turned off. I have told every person I have talked to at Capital One that these charges are not mine, and that several of he locations I had never even been to in my entire life, and those locations have also never been charged to that card in my history of owning it. I had the card on autopay and did not catch the earlier statements being so far off, and even though they had acknowledged that, I still haven't seen any effort on their part to refund me back to my bank account that I paid the card from. The last person I talked to today assured me she had added all fraudulent charges to the list and the investigation would be reopened, in less than an XXXX  I had received a document stating that they believe that I or another authorized user ( No one else is authorized ) had benefitted from the use of the card, therefore the charges will not be removed. In this document, it did not include any other charges that I had been sure to ask the person on the phone about, just XXXX from XXXX store multiple times. I have included all statements from each month of this year, to show that the card had very limited use from me, usually only a few XXXX a month and that all of the new places listed in the statements after XX/XX/XXXX are not consistent with my purchasing habits.

Company response to consumer: Closed with explanation