Date Received: 2023-08-29
Issue: Problem with a company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: In XX/XX/2023 I paid my credit card Balance in Full ( {$450.00} ) In XX/XX/2023 my XXXXXXXX XXXX Acct was Hacked. When my checking acct was hacked. Unknown parties gained access to my checking acct and filed claims against payments to merchants that I made from XXXX. During the investigation XXXX recalled the payments to numerous merchants... placed the money back into my checking acct and unauthorized person ( s ) took the refunded money in the amount of {$3900.00}. from my acct. Even after I contact XXXXXXXX XXXX and attempted to stop my payroll check. XXXX reassured me over and over again they would place my payroll for XX/XX/2023 in a holding acct. That didn't happen. XXXX took my entire payroll check. XXXX closed my bank acct once I contacted them in XX/XX/2023 to find out why there were claims against payments. I never filed any such claims. I was finally able to obtain my bank statement via US Postal Service. from XXXX Bank. I called Capital One and a representative sent me a link to attach my XXXX Bank Acct statements : # 1 Statement- Capital One acct payment made in full XX/XX/2023 therefore I had a {$0.00} balance. # XXXX XXXX XXXX reversed by XXXX # XXXX Statement-Reflecting dates amt amounts returned to Capital One. I was told at that point to allow 7-10 business days for Capital One to resolve the issue. I placed another call to Capital One after 7-10 business days and was advised to resend the statements because they were never received. The representative sent me another secure link to attach my proof of payment / statements ... and again I was told to please allow 7-10 business days. I called after 7-10 business days and the representative said he had to Conference CalXXXX with XXXX XXXX to verify if I was the sole bank acct holder. The representative made the conference call with XXXX. I verified the information needed by Capital One... Again ..Capital One representative said please allow 7-10 business days. In the meantime, Capital One is sending me notifications that my Credit Card Acct was delinquent. Because I was afraid Capital One was reporting late payments to the credit bureaus, I made a payment on acct that I don't owe any money on. Now today I followed up with Capital One and was told they now need the actual debit card # that was attached to my checking acct. I shredded the card after XXXX Closed my checking acct. Now I don't know what to do. I've complied with every request from Capital One to get this matter resolved but every time I call/ follow up I'm told there's one more thing that I have to do.
Company Response:
State: MO
Zip: 65807
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-26
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I sent certified letters requesting information because I havent applied for anything.
Company Response:
State: GA
Zip: 31794
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Charged upfront or unexpected fees
Subissue:
Consumer Complaint: my Capital one card was stolen back in 2020.
Company Response:
State: WI
Zip: 549XX
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: XX/XX/XXXX. I received a voicemail from XXXXXXXX XXXX stating that someone tried to get into my account but couldn't because they failed answer the security questions. I did not get a similar notification of suspicious activity from Capital One. But when I checked my Capital One Credit card ending XXXX, I saw that on XX/XX/XXXX there were 5 fraudulent charges and one legitimate charge. I contacted Capital One immediately and opened Case # XXXX. Reference # XXXX. I explained that the only legitimate charge from that date was {$5.00} for XXXX XXXX XXXX. They asked me to email them my soc security card, drivers license, and proof of address so they could verify my identity via a secure link and said they would call me back when I was approved. XX/XX/XXXX. I mailed in a payment from my last billing cycle for {$2200.00} which was credited on XX/XX/XXXX. This payment, and the charge on XX/XX/XXXX for {$5.00} are the last and only legitimate transactions I have had with Capital One. All other debits, deposits, fees, or other transactions on card ending XXXX, card ending XXXX, card ending XXXX, and card ending XXXX are fraudulent. XX/XX/XXXX, around XXXX, got a call from Capital One. She said they approved the documents I sent, cancelled the card ending XXXX and were mailing me a new card which would end in XXXX. I NEVER RECEIVED THE CARD ENDING XXXX, but according to my Capital One Statement someone in XXXX XXXX was already using it ( total {$69.00} ) on XX/XX/XXXX. XX/XX/XXXX. Voicemail from Capital One XXXX XXXX on a recorded Please give us a call at XXXX. I tried to log in to check my account online, but it was blocked. I was told the Account Security dept was closed for the weekend. XX/XX/XXXX. I was finally able to reach Capital One account security department Monday morning, at XXXX. They said that on XX/XX/XXXX my savings account ending XXXX was compromised - someone had tried to add another phone number. They said I would get a new savings account in 3-5 business days, but I will need to call them to get the new account number. Reference # XXXX and XXXX. XX/XX/XXXX. I reached Capital One again at XXXX ( case # XXXX, ref # XXXX ). The agent said that the card ending XXXX had been compromised. Capital One had another cell phone number that was not mine and also a different mailing address that was not mine, and they were deleting those from my account. They said they were sending me a new card ending in XXXX that would arrive in my XXXX XXXX XXXX 4 to 6 business days. I NEVER RECEIVED THE CARD ENDING XXXX but apparently someone in XXXX XXXX was immediately racking up numerous transactions ( total {$3000.00} ) on XXXX XXXX. XX/XX/XXXX. Received an email from Capital One saying they noticed unusual activity on my savings account ending XXXX and to call them. They said someone called them from Texas and was trying to change my phone number. The Capital One agent asked me four times if I only had one phone number on the account. I repeated : only one number XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX. Talked to Capital One Savings again, they said my savings account is locked until they can resolve credit card concerns. XX/XX/XXXX. Then I talked to Capital One credit card department again to say I could not log in to Capital One even though they said the account was clear and there were no restrictions on card ending XXXX ( which I never received ). But they detected unusual activity, and they need to re-validate my identity ( case number XXXX ). They asked you to re-send all the documents they had already approved and once they are approved again an agent will call me back. XX/XX/XXXX. I got a call back from XXXX ( employee ID # XXXX ) from the Credit Card Security Fraud Resolution Team. He said that cash advances were made in XXXX XXXX, and they had an erroneous phone number for me with an area code of XXXX, which is located in Texas. He said that a new card ending XXXX will be sent to me by XXXX to my home at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX The new card arrived on XX/XX/XXXX and I activated it on XX/XX/XXXX. XX/XX/XXXX. I received a hard copy letter from Capital One referring to case # XXXX. It says they launched an investigation ( attached ). The letter concludes insufficient evidence of fraud, youre responsible for the charges listed. These charges all occurred in Texas XXXX XXXX and charged to card ending XXXX, which I never received. There is abundant evidence that the hacker is operating from XXXX XXXX ( see notes from XX/XX/XXXX above ). Furthermore, I have proof from my Chase Debit Card that I was in XXXX XXXX, and XXXX XXXX, Washington XXXX on XXXX XXXX, which can be provided on request, In summary, the only valid transactions in this XX/XX/XXXX billing cycle are listed in the attached table. All other debits, deposits, fees, or other transactions pertaining to card ending XXXX, card ending XXXX, card ending XXXX, and card ending XXXX are fraudulent. On Thursday XX/XX/XXXX, I mailed check # XXXX for {$2700.00}, my actual total due by XX/XX/XXXX for this billing cycle ( XXXX XXXX XXXX ). Since I have not used the Capital One credit card since the last legitimate transaction ( {$5.00} on XXXX ) my current balance should now be {$0.00}. Note at the bottom of the table that XXXX cancelled my rental car on XX/XX/XXXX, but as of XX/XX/XXXX Capital One had not refunded this amount to my account. The statement for this billing cycle is attached below. I am hoping the CFPB can 1 ) Analyze the statement to distinguish all legitimate charges as shown in the table below, from all the rest of the charges and get Capital One to confirm my balance should now be {$0.00}. No additional charges or fees. 2 ) Make Capital One unlock my savings account, so I can close it and move it to a different bank who is able to detect, track, and correct fraudulent activities. NOTE, the spreadsheet titled Capital One XXXX XXXX listing legitimate charges did not open below. So here is a pasted version of the information : Transaction Date Description Amount NOTES XXXX PAYMENT {$2200.00} legitimate payment to credit card ending XXXX for total balance due on previous billing cycle ( XXXX XXXX ) due XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX {$24.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$29.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$24.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$19.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$12.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$61.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$5.00} legitimate charge to XXXX XXXX XXXX XXXX {$6.00} legitimate charge to XXXX XXXX XXXX XXXX {$18.00} legitimate charge to XXXX XXXX XXXX {$18.00} legitimate charge to XXXX XXXX XXXX XXXX {$54.00} legitimate charge to XXXX XXXX XXXX XXXX {$210.00} legitimate charge to XXXX XXXX XXXX Grocery Store {$7.00} legitimate charge to XXXX XXXX XXXX Grocery Store {$1.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$19.00} legitimate charge to XXXX XXXX XXXX XXXX {$9.00} legitimate charge to XXXX XXXX XXXX XXXX {$3.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$8.00} XXXX XXXX XXXX XXXX XXXX XXXX {$88.00} legitimate charge to XXXX XXXX XXXX {$73.00} legitimate charge to XXXX XXXX XXXX {$73.00} legitimate charge to XXXX XXXX XXXX {$88.00} legitimate charge to XXXX XXXX XXXX {$790.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$20.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX {$15.00} legitimate charge to XXXX XXXX XXXX {$33.00} legitimate charge to XXXX XXXX XXXX {$24.00} legitimate charge to XXXX XXXX XXXX XXXX XXXX XXXX {$21.00} legitimate charge to XXXX XXXXXXXX XXXX XXXX XXXX {$19.00} legitimate charge to XXXX XXXX XXXX XXXX {$12.00} legitimate charge XXXX XXXX XXXX XXXX XXXX XXXX {$75.00} legitimate charge to XXXX XXXX XXXX XXXX {$130.00} legitimate charge to XXXX XXXXXXXX XXXX XXXX XXXX {$59.00} legitimate charge to XXXX XXXX XXXX at XXXX XXXX {$130.00} legitimate charge to XXXX XXXX XXXX XXXX {$47.00} legitimate charge to XXXX XXXX XXXX {$500.00} legitimate charge to XXXX XXXX XXXX {$25.00} legitimate charge to XXXX XXXX XXXX {$510.00} was cancelled by vendor due to credit card dispute. They said " XXXX will refund this amount to Capital One '' XXXX XXXX XXXX XXXX {$5.00} Last legitimate charge in this billing cycle XXXX legitimate TOTAL due this billing cycle {$2700.00} Would have been {$3300.00} if not for XXXX refund. Check # XXXX mailed to Capital One to cover all legitimate transactions in this billing cycle. Balance should now be XXXX because I did not use the cards after the {$5.00} transaction on XX/XX/XXXX.
Company Response:
State: WA
Zip: 989XX
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act, accounts XXXX, have violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an + open end consumer credit plan as late for any purpose.
Company Response:
State: LA
Zip: 70058
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: My credit report shows a collection from your firm, Capitol One. Furthermore, I do not feel this debt is accurate. I have the right to request and get debt validation UNDER THE FAIR DEBT COLLECTION PRACTICES ACT. As a result, you have failed to provide proper validation for this debt. Under distress I was forced to pay for this, but after settlement I discovered this is not my debt. Also, you have committed the following FDCPA Violation:15 U.S. Code? 1692d-Harassment and abuse A debt may not engage in any conduct the natural consequence of which is to harass, oppress, or abuse any person in connection with the collection of a debt. ( 1 ) The use or threat of use of violence or other criminal means to harm the physical person, reputation, or property of any person. You are harming my reputation which is a violation by reporting a false debt.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: My XXXXedit score decreased XXXX XXXX due to my SSN being compromised on the dark web.
Company Response:
State: TX
Zip: 77396
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Recently I saw a late payment on my credit report from your company that I do not recognize. According to the FCRA transactions such as payments are not supposed to show on a consumer credit report. I know that this is a billing error and I just would like for it to be corrected on my current capitol one card account number beginning with XXXX.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I was scammed by a ticket broker and charged {$200.00} per ticket for XXXX tickets that have a face value of {$29.00}. Attached is the dispute letter we sent to Capital One, which details the events and circumstances of the matter.
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I was not able to verify certain information with the various companies and so no one was able to help me with the issues relating to my inquiries. They somehow have my file and information in their system but when I contacted them representing myself, stating I did not authorize them using my information, they were unable to help.
Company Response:
State: AZ
Zip: 851XX
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A