Consumer complaint received 2026-05-29 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: FL

Complaint narrative:
I am filing this complaint against Capital One regarding a fraudulent cash advance transaction that was improperly investigated and ultimately denied without sufficient explanation or evidence. On XX/XX/XXXX, while reviewing my credit card statement, I noticed multiple months of cash advance interest charges that appeared unusual. I contacted Capital One to understand what these charges were related to. During that call, a representative informed me that a {$2000.00} cash advance transaction had been made on XX/XX/XXXX, to an auto body shop located in XXXX, Nebraska. I immediately informed the representative that this transaction was fraudulent and was not authorized by me in any way. I had no prior knowledge that this transaction had occurred because Capital One never sent me any fraud alert, verification request, text message, email confirmation, or suspicious activity notification at the time of the transaction. This is especially concerning because Capital One has previously sent me verification requests for far less unusual transactions. The representative then opened a fraud investigation regarding the unauthorized cash advance. On XX/XX/XXXX, I discovered that the {$2000.00} charge had been placed back onto my account. I contacted Capital One again to understand the outcome of the investigation and what steps were taken to investigate the fraud claim. During this call, I was informed that because more than 120 days had passed since the transaction date, Capital One would not investigate the matter further. I explained that the delay occurred because I was never alerted to the transaction and only became aware of it after noticing recurring interest charges months later. I also asked Capital One to explain : * what evidence was reviewed, * how the investigation was conducted, * whether the merchant or payment processor was contacted, * and how they determined the transaction was legitimate. The representatives and supervisor were unable to provide any meaningful details regarding the investigation. I was told the transaction may have involved XXXX, XXXX XXXX or XXXX, but Capital One could not explain which service was used, how the transaction was authenticated, or what proof existed showing that I authorized it. Capital One also failed to provide documentation or evidence supporting their conclusion. Instead, I was repeatedly told that the matter could not be pursued further because of the 120-day timeframe. I believe Capital One failed to conduct a reasonable and thorough investigation into this fraudulent transaction. I also believe their fraud prevention systems failed by not flagging or verifying a highly unusual {$2000.00} cash advance transaction in another state. I have an excellent payment history and responsible credit history overall, including with Capital One, and I have never previously reported fraudulent activity. Despite this, my concerns were dismissed without care, transparency, or meaningful assistance. I am requesting that Capital One : 1. Reopen and conduct a proper investigation into this fraudulent cash advance transaction 2. Provide documentation and evidence supporting their prior determination 3. Remove the fraudulent {$2000.00} charge, related interest charges, and any associated fees 4. Review whether proper fraud prevention and verification procedures were followed 5. Ensure no negative credit reporting results from this disputed transaction I am prepared to provide supporting documentation, account statements, and any additional information necessary to assist in resolving this matter.

Company response to consumer: Closed with explanation