My complaint:
I received a fraud from Capital One for a transaction made because it was something normally done. When I called and verify who I was and ed the transaction was indeed fraudulent, I was told I will have to call back once the transaction post to my account. I waited and called back when the transaction posted the next day to file a claim and start an investigation. I was told if the investigation is not completed in 10 business days a temporary refund would be issued but the investigation can take up to 90 days. i called a week later to find out what was the status of the claim. when I didn’t get a resolution, I ask to speak with a manager. The supervision that responded was unable to help and I ask for someone higher and was told there was no one higher to take the call. I ask again to speak to a manager because there is a chain of command, and most people have someone else higher than they are. The supervisor refused to have a manager take the call. I then ask if they suspected the transaction was fraudulent then why let the charge go through and post. I have another bank account and when they suspected fraud, the charge was not allowed to go through. I am truly unsatisfied in how this situation was handled and to make matters worse, I notice 2 new fraudulent charges last week. I immediately called the bank but was told if the transactions post, you would have to call back to dispute the charges. I just got off the phone and is truly considering closing my account.
Suggested solution:
I think the process should be revamped. I think if a charge is seen to be fraudulent, then they should not be allowed to post.
