Consumer complaint received 2023-12-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
XX/XX/XXXX I was placing Walmart order and in checkout. I was using my EBT card and CAPITAL ONE CARD. I realized there were two more items I wanted to add to my Walmart cart and I LEFT THE CHECKOUT. I added the two items to my cart and was going to checkout, however I noticed the CAPITAL ONE REWARDS I had applied was no longer reflecting in my cart. It was XXXX point which was {$15.00} which should have been applied and deducted from my total. I previously did not checkout but left the checkout. I went online to CAPITAL ONE and saw they took the Rewards and also saw that WALMART had charged my CAPITAL ONE Account the {$36.00} as if I had placed an order. I DID NOT PLACE THE ORDER. I DUD NOT AUTHORIZE WALMART TO TAKE ANYTHING FROM CAPITAL ONE. I DID NOT AUTHORIZE CAPITAL ONE TO TAKE MY REWARDS. I NEVER COMPLETED TRANSACTION. CAPITAL ONE TOLD ME THAT THE {$36.00} WAS DEBITED BY WALMART AND THEY ALSO HAD A CREDIT FOR SAME AMOUNT. THEY TOLD ME IT WAS A WASH AND I DID NOT HAVE TO BE CONCERNED. THE REWARDS THEY SAID WOULD TAKE MORE TIME TO BE RETURNED TO ME. I SAY AGAIN I NEVER CHECKED OUT OR PLACED THE ORDER. I DID NOT COMPLETE ANYTHING MORE ON XX/XX/XXXX BECAUSE I was upset over this bring done without any authorization or placing an order. Today is Wednesday XX/XX/XXXX. I check my CAPITAL ONE ACCOUNT and my rewards have not been returned to me. The WALMART charge is there dated XX/XX/XXXX as a PENDING CHARGE. I once again go into a chat on XXXX XX/XX/XXXX with an agent for CAPITAL ONE who tells me it can take up to 60 days to get the XXXX in rewards back to my account. They tell me they can't help me until the WALMART CHARGE ON XX/XX/XXXX CHANGES FROM PENDING TO A CHARGE AND THAT WHEN THAT FIES HAPPEN I CAN CONTACT THEM AGAIN AND GILE A DISPUTE. THEY ALSO TELL ME I MUST CONTACT THE MERCHANT WHICH IS WALMART. I GET OUT OF THAT CHAT WITH CAPITAL ONE. NEXT I CONTACT WALMART. WALMART TELLS ME THEY HAVE DONE A SEARCH AND THEY DO NOT SEE ANY TRANSACTION FOR XX/XX/XXXX IN THE AMOUNT OF {$36.00} NEITHER PENDING OR COMPLETED. I DID COMPLEYE MY WALMART ORDER ON MONDAY XX/XX/XXXX. BOTTOM LONE IS I CAN NOT GET EITHER CAPITAL ONE OR WALMART TO REMOVE A CHARGE FROM MY CAPITAL ONE ACCOUNT. WALMART SAYS THEY CAN NOT FIND A CHARGE AND CAPITAL ONE TELLS ME THEY CAN NOT HELP UNTIL THE CHARGE CHANGES FROM PENDING TO ACTUAL DEBIT TO MY CREDIT CARD ACCOUT. THEN I CAN FILE A DISPUTE. BOTTOM LINE IS NEITHER ARE A HELP. IT ALL FALLS BACK ON CONSUMER TO REMEDY A SITUATION WHICH NEVER SHOULD HAVE HAPPENED IN FIRST PLACE AS NO ORDER WAS EVER COMPLETED IN WALMART ON XX/XX/XXXX. NO CHECKOUT. NO ORDER PLACED. NO AUTHORIZATION FOR EITHER CAPITAL ONE TO CHARGE AND TAKE MY REWARDS AWAY AND SAME FOR WALMART THE MERCHANT PLACING A CHARGE ON CAPITAL ONE ACCOUNT. IT IS A TERRIBLE THING GOING ON. I want the pending removed by WALMART that they say they can't find and I want CAPITAL ONE to return rewards. It floors me that this happens and I have spent over 4 hours today, Wednesday, XX/XX/XXXX attempting to get either one if them to mitigate and remedy this situation only for neither of them to help. Please do what you can to help resolve this on my behalf. They had no right to do this when I NEVER CHECKED OUT OR PLACED AN ORDER.

Company response to consumer: Closed with explanation