Consumer complaint received 2025-08-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OK

Complaint narrative:
Capital One Mastercard The front of my credit card had peeled off but still worked. However, my husband and I had a trip planned to FL and I was concerned venders wouldn't accept my card in it's condition so I requested a replacement card to make sure I wouldn't have a problem. I had both credit cards in my wallet. My husband ended up catching XXXX early into our trip so I left our motorhome, got an hotel, and flew home while he quarantined in place. When I got home, I realize that my replacement debit card was no longer in my wallet. I assumed it was in the motorhome still, and that I had just left in there since I left in such a hurry. However, charges started appearing on my credit card in the state of Georgia. These charges consisted of XXXX on XXXX XXXX for {$58.00} in XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX on XX/XX/XXXX for {$38.00}, and XXXX XXXX XXXX XXXX on XX/XX/XXXX for {$39.00}. I immediately called my credit card company to cancel my card and report the fraud. I later received notification that I was held liable for the XXXX charge due to them believing that I made the charge and the other two charges were still under investigation. I called them back see why/how they came up with the determination that I used my card in Georgia when I was never in Georgia and was told that because I had legitimate charges after the fraudulent charges, and since the charges were used with my physical credit card, they deemed that I was responsible for the charges. I again explained to them that I had two different credit cards to the same account. I had one physically with me and one missing. They said they were able to look into the chip and determine that the XXXX charge and XXXX  charge were used on my replacement card so they would be able to refund that but they said that the charge for the carbon smoke and vape shop came from my original card so they would not be able to refund that. It is completely impossible for it to have come from that card when I have it in my possession in Oklahoma. The only card missing is the card that was my replacement. I have not been to Georgia I do not smoke and I do not vape. I have been a customer of theirs for 20 years and can not believe how they are treating me. I asked if there was any anyway that the credit card company could pull the signature receipt and match it up to my signature and they said they don't do that anymore. It's confusing to me that they are accusing me of making a charge on XX/XX/XXXX in Georgia and then turning around and saying that another charge on XX/XX/XXXX in very close proximity was fraud and then another charge on XX/XX/XXXX in the same proximity was fraud as well. I contacted the vape shop and they are attempting to pull video for me to see who used my card. I then contacted the police department in XXXX GA to ask if there was anything I could do and they told me to file a police report here in Oklahoma and then they could investigate it. So I have reported it in Oklahoma and plan to call tomorrow back to Georgia to give them the police report number in hopes of getting this investigated.

Company response to consumer: Closed with monetary relief