Consumer complaint received 2022-10-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA
Product: Credit card or prepaid card
Sub-product: Store credit 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

Complaint:
Hi. My name is XXXX XXXX. I have been a Walmart cardholder for about 4 years. On Tuesday, XX/XX/XXXX, I visited my local Walmart ( XXXX, XXXX # XXXX ). I made a purchase of {$42.00} and paid at the self-checkout ( using my Walmart credit card ). 

While at the self-checkout, I attempted to withdraw an {$80.00} cash advance ( in addition to my purchase ). Each time I entered my card, I got a message saying it was declined. I swiped a total of 4 times. 

I opened the Capital One app, and it appeared that each transaction was successful. There was a young man ( employee ) monitoring the self-checkout area, so I called him over to ask for his help. He couldnt figure out why I was experiencing this issue. He then called over a manger ( a young lady ), and she couldnt figure out why I experiencing this issue, either. 

She told me that she would cancel the transactions ( as they were still pending ), and suggested that I call card services- which I did, while I was in the store. I spoke with a young man on the phone, he explained why I could not take the cash advance, but told me that I could go ahead and purchase my groceries. I inquired about the multiple pending transactions, and he informed me that as long as Walmart did not finalize them, they would fall off in approximately five days. 

I went to another resister ( still in the self-checkout area ), to complete my purchase. My purchase total was {$42.00}. I bought six items and the cash advance was never disbursed. The register that I subsequently moved to was XXXX XXXX  XXXX. 

Yesterday ( XX/XX/XXXX ), I received my Walmart card statement that I have attached ( as well as my receipt ). As you can see, there were MULTIPLE transactions that were NOT pending, but have come through as approved! Resulting in me going over my credit limit, and will be reported to the credit bureau, which could ultimately affect my credit score! 

I called card services yesterday and started a dispute. I also called XXXX Walmart today and spoke with a Store Manager by the name of XXXX. XXXX reviewed the transactions on his end and insists that the only approved transaction he sees for my card is for {$42.00}. 

XXXX Walmart tells me one thing, card services tells me another. In the interim, I have {$500.00} in charged that I did not authorize! How does this happen?! 

I received four separate dispute forms yesterday. Last night, I completed all four, attaching a statement, detailing what happened because the questions asked on the dispute form DID NOT fit my particular scenario. I also attached my receipt, showing that the only approved transaction was for {$42.00}. I submitted all of the aforementioned via fax on the evening of XX/XX/XXXX and I have the transmission report, confirming that all pages were successful. 

Today ( XX/XX/XXXX ), I received email notification from Capital One that my conditional credits would be reversed and the disputes transactions would be re-added. I immediately called card services ( AGAIN ), and spoke with a representative by the name of XXXX. He informed me that the reason for the reversal was due to me not completing the dispute forms. I explained to XXXX that the questions asked on the form did not fit the scenario, but that I DID submit a statement, as well as a receipt. He informed me that he did not see a statement, OR a receipt! 

So am I to believe that all of the documentation was successfully submitted, with the exception of my personal statement and the actual receipt? XXXX  emailed me a link to which I could attach the receipt and personal statement, but I am unable to upload via that link, due to the restrictions in document size. 

I reached out to Walmart via XXXX on XX/XX/XXXX and XX/XX/XXXX. I was advised that they would submit feedback to the store, and that I could contact them again if I required further assistance. I contacted them again on XX/XX/XXXX, requesting that someone contact me. I received an email from someone by the name of XXXX. XXXX informed me she would pass along my feedback, but that I would need to contact Capital One ( the card issuer ). 

I them contacted Capital One via XXXX. They responded, welcoming me to direct message them. I direct messaged them, explaining my issue in great detail. They responded and provided me with the toll free number, and suggested that I call and ask for a Dispute Supervisor. 

I called, and was transferred to a Dispute Supervisor by the name of XXXX. I explained the issue to XXXX ( she was the FOURTH representative I have spoken with since this issue began ). XXXX informed me that they received the 4 dispute forms, but that they did not receive the receipt or the personal statement I submitted. XXXX then attempted to walk me through uploading the documents via a secure link. I explained to XXXX that my documents exceeded the file size restrictions imposed by their tool. 

Despite this, she still insisted that I try. I tried ( AGAIN ), only to receive the same error message. I then informed XXXX that I would again fax the documents to her. XXXX advised me that when faxing, I would need to include my card # on each of the documents, as that was the process. I informed her that while I would again fax the documents, I would NOT include my credit #, as that was sensitive information. 

On XX/XX/XXXX, I again faxed my statement, detailing what had occurred, along with my receipt, proving that the ONLY transaction that was successful was for {$42.00}. I have the fax transmission reports from ALL FOUR faxes, showing that those transmissions were successful. 

On the evening of XX/XX/XXXX, I received 4 new emails from Capital One, informing me that they will be reversing the conditional credits, because they have not received the required documents. 

As a long time Capital One customer, with MULTIPLE accounts in good standing, this is UNACCEPTABLE!

Company response to consumer: Closed with monetary relief