Credit card or prepaid card -- Problem with a purchase shown on your statement -- Complaint #5942035

Complaint Overview

Complaint ID: 5942035

Company: Capital One Financial Corporation

Product: Credit card or prepaid card

Sub-Product: General-purpose credit card or charge card

Issue: Problem with a purchase shown on your statement

Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement

State: Oregon

ZIP Code: 972XX

Date Received: 2022-09-01T12:00:00-05:00

Date Sent to Company: 2022-09-01T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

Ive been trying to resolve a fraud dispute with capital one which is my credit card company. Ive been a customer with them for years, maybe seven years, and after calling them and filing a report which was disputing {$7000.00} in charges as unauthorized and fraudulent, they told me that I needed to just prove account ownership for the XXXX accounts which reversed XXXX payments were made from. there was XXXX accounts that had payments made from them, and ive never bounced a payment in my life. Not only was my card information compromised, my physical phone and thus login information was also compromised. The fraudster was attempting to pay off the bill so he could continue the use of my card. upon ATTEMPTING to go through the dispute process ; capital One refused to resolve the charges and consistently requested alterations of ownership verification, and each time I provided them with the requested documents, they would respond with a different or additional document is required. They refused to remove the charges during the pending investigation, and have dropped my credit score over 300 points. To verify account ownership of the bank accounts, which I was willing to do, I had to do initally call XXXX XXXX and XXXX and have them verbally confirm ownership. XXXX XXXX was first and the ownership was successfully verified. However when it came to my XXXX account, because I closed the account as a result of the fraudulent charges as well as ongoing check fraud, when I called XXXX and had them talk with the branch manager, they said that that was no longer enough to verify ownership after they hung up. Now they wanted me to give them a account statement which shows my name and the account number, so thats what I did. after showing them the account statements with the account number, they then told me that that was no longer enough now I need a voided check, along with the check should be another statement showing my account number and name. after providing both of those things, they told me that what they actually needed was a written statement from the branch manager verifying my account ownership. after getting that for them they now stated they want a BLANK void check, and an account statement, And a letter from the branch manager. all these things which Ive just provided to them yesterday, and they told me that it wasnt valid because it was a picture of a void check rather than an original voided check. Im not sure how to get an original voided check of an account thats been closed. I dont have a checkbook. They are very clearly misinforming me and refusing to honor the dispute resolution process in order to charge off XXXX account and hit my credit. Ive never missed a payment up until this day, they just continue to give me the runaround.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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