Consumer complaint received 2025-10-15 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: DC

Complaint narrative:
Summary : Reported a fraudulent charge on my Capital One credit card, that occurred while I was teaching a class and my belongings were in a different room. I was held responsible for the charge, because I had possession of my card after the event. I was told I could provide additional evidence to open an appeal. I went to the police to file a report and provided proof to Capital One that I did not have my physical card during the time of the purchase. They reviewed my additional evidence and did not re-open my case. I was not made aware that the documents were reviewed and that the appeal process was nonexistent. 

I reported a fraudulent charge to my Capital One credit card on XX/XX/XXXX when reviewing my billing statement, finding a purchase I did not make, that was dated on XX/XX/XXXX. I spoke to an agent on the phone, identifying it as a fraudulent charge I did not make. The agent asked me if I anyone I knew used my card and if I still had my credit card - I did not let anyone use my card and I still had my credit card in my wallet. 

On XX/XX/XXXX, I received a notification that Capital One had denied my fraud dispute because I still had possession of my credit card. I called customer service and asked for more detail about the purchase ; they told me the purchase was made in-person, with my physical card on XX/XX/XXXX at XXXX at a store that was right around the corner of a local gym that I was working at on XX/XX/XXXX. The date of the fraud charge, I arrived to the gym at XXXX to teach the XXXX yoga class, and left the building at XXXX. I left my bag and my belongings in the lobby area behind the desk and taught my class in a private studio for an hour. I relayed this timeline to a fraud agent at Capital One, who told me I could appeal the decision if I provided more evidence. I received a link to upload my evidence, that would be available for 14 days. 

The next few days, I worked on compiling documents for the appeal. I spoke with my gym XXXX about getting footage from the studio, which she could not get unless I filed a police report. I went to the store where the transaction occurred, spoke to a sales associate and XXXX about obtaining footage of who used my card. The sales associate remembered the transaction and had information about the purchase ( buyer 's name, address, what they bought etc ), but could not release it unless the police was involved. I went to the police station and filed a police report, # XXXX, with XXXX. 

I uploaded the police report, case number, and yoga class information/list for Capital One to review on XX/XX/XXXX. I called the next day and the customer agent said it would take up to 10 days to review. 

I followed up on XX/XX/XXXX, because I had not heard back. The first customer service agent said the documents were still in review and it could take up to 90 days to hear back. I was then transferred to a fraud agent who told me the case had been closed as of XX/XX/XXXX, that there was no appeal process, and the decision could not be reversed. The agent also informed me that the additional evidence was reviewed XX/XX/XXXX ( I was not aware it had already been reviewed ) and the documents ( my class schedule, police report ) did not affect the decision because I still had my credit card. The agent confirmed that the police report made no impact on their initial decision. I continued to relay that I was in a different room from my belongings when the transaction occurred. When I mentioned I wanted to file a compliant, this agent then transferred me to a fraud XXXX. The fraud XXXX continued repeating that the case was closed, there was no appeal, and a final decision on XX/XX/XXXX still stands. When I explained the specifics of where my bag was, the fraud XXXX continued to interrupt me saying the case was closed. 

I ended the call to try to speak to a different agent, a customer service agent and a fraud agent, who both told me that the case was still open - though the previous fraud agent and fraud XXXX had told me otherwise. 

On XX/XX/XXXX, I called the customer service line again and spoke to a different fraud agent. The fraud agent told me the case was closed, the XX/XX/XXXX decision was not reversed, and the appeal process was nonexistent. I recounted where my bag was and that I had filed a police report. If the police were able to retrieve footage of the purchase to prove it was not me, the agent said that the police could call the customer service number to get in touch with the Capital One law enforcement department to share the footage. Contact with their law enforcement department and video footage would not guarantee the investigation to be re-opened. I then was transferred to a fraud XXXX, who I recounted the whole story to and emphasized that I had spoken to the police, and my bag was not in the room with me. This was the only person I spoke to who acknowledged that my belongings were not in the room with me while I was teaching a class, during the time of the purchase - and was able to refund my fraudulent purchase.

Company response to consumer: Closed with explanation