Consumer complaint received 2019-04-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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: Overcharged for something you did purchase with the card

Complaint:
Summary of Facts Related to Case Number : XXXXwith Capital One for the sum of {$10000.00} FACTS On XX/XX/2019, a purchase of tickets for a visit to XXXX XXXX and XXXX XXXX in XXXX, XXXX, for the amount of XXXX Euros and XXXX Euros ( XXXX Euros total ) was made to XXXX XXXX. A purchase of tickets for the amount of XXXX Euros was also made to XXXX XXXX. 

When the charges were posted to the account on XX/XX/XXXX, I noticed that the amount resulting for the conversion from Euros to Dollars was higher that it was supposed to be. I was charged {$100.00} for XXXX XXXX, instead of {$100.00}, and for XXXX XXXX, I was charged {$34.00} instead of {$33.00} ( Please see # 1 on the list of transactions included in Attachment # 1 ). 

Both discrepancies were disputed and credits for both transactions were issued on XX/XX/XXXX, while the dispute was under consideration ( # 2 ). 

On XX/XX/XXXX, instead of being charged {$100.00} for XXXX XXXX tickets, I was charged {$10000.00}, which was an error made by Capital One while converting the amount from Euros to Dollars ( # 3 ). 

Also, on XX/XX/XXXX, the right amount, {$33.00} for XXXX XXXX was charged to the account ( # 4 ). 

I disputed the charge at Capital One and contacted the merchant to request the cancellation of the tickets and the refund of the amount charged ( refer to the copy of the email sent on XX/XX/XXXX ). 

I was also required to upload all the documentation related to the transactions at its system using the link provided by the representative who was handling the dispute at that time. A case number was provided for that purpose. A file with copies of the following documents was uploaded in the system : email sent to the merchant on XX/XX/XXXX, the receipt of the purchase made, the tickets to be voided, and an email received from the merchant acknowledging the receipt of the email sent on XX/XX/XXXX, with the request for the refund and the cancellation of the tickets for XXXX XXXX and XXXX XXXX. 

To facilitate the process and avoid future confusions, I proceeded to purchase the tickets again using a different method of payment ( Visa credit card from XXXX XXXX XXXX ). 

On XX/XX/XXXX, a credit ( purchase adjustment ) was posted for {$10000.00} ( # 5 ). 

On XX/XX/XXXX, I received an email from XXXX XXXX, asking which transactions I wanted to cancel, the one made with Capital One on XX/XX/XXXX, or the one made later with XXXX  XXXX XXXX. I informed them that I was requesting the cancellation and refund of the transaction made on XX/XX/XXXX. On XX/XX/XXXX, I received an email from them informing that the refund of the charges for the transaction on XX/XX/XXXX had been made. The refund was posted in my Capital One account on XX/XX/XXXX ( # 6 ). 

Shortly after, I received a letter from Capital One dated XX/XX/2019 informing of the credit issued for {$10000.00}, and requesting additional information and more documentation regarding the dispute. I sent a packet by mail on XX/XX/XXXX containing the additional information requested including the proof that I had contacted the merchant, and the emails from XXXX XXXX regarding the refund. I also included the information regarding the new purchase of tickets with a Visa card from XXXX XXXX XXXX. A second file with the same documents was also uploaded in the Capital One system. 

On XX/XX/XXXX, I learned that on XX/XX/XXXX, a charge for {$10000.00} had been posted again in my account, despite of all the phone calls and efforts made on my behalf to resolve this issue which is clearly an error that was made by Master Card or Capital One when processing the transaction, specifically, when converting the sums from Euros to Dollars ( # 7 ). I immediately contacted Capital One to address the issue. The representative sent an email requesting documents, and a link to upload them in the system. Please refer to Attachment No.1 for copies of all the documents that I have sent by the link provided by Capital One and by certified US postal service , during the course of the dispute. 

On XX/XX/XXXX, the transaction was posted again for {$10000.00}, ( # 8 ) making the charge for the error that they made, a total of {$20000.00} US Dollars XXXX XX/XX/XXXX and XX/XX/XXXX ). The same day, I contacted Capital One to address the issue again. The representative responded that a manager was reviewing the case, it was going to take around 90 days to complete the review, and suggested me to make the required payments to avoid financial charges. The same day, a credit was issued for ( {$10000.00} ) leaving the one of the charges pending ( # 9 ). 

On XX/XX/XXXX, I tried again to reach the Capital One Fraud Department. This time, I was told that there was nobody there and therefore, the call could not be transferred. 

On XX/XX/XXXX, a credit was issued for {$10000.00} ( # 10 ). At that time, I thought that the issued had been resolved. However, a day later I received a letter from Capital One dated XX/XX/XXXX. Per the letter, it is only a temporary credit while they wait for a response from the merchant. The merchant has already responded and the letter was sent to Capital One. 

Despite of all my efforts, without your intervention, I do not think that this error is going to be corrected. I am counting in your actions to correct a situation that, in addition of being unfair and dishonest, is causing me a great deal of emotional distress. I have being a cardholder for more than 15 years, have never being late in my payments, and had a credit score of XXXX, before the issue arose. The fact that charges have been posted in the account for sums beyond de credit limit, has negatively impacted my credit history and subsequently my score. My fico score is now XXXX. 

Attached are the following files with supporting documentation : Attachment # 1 : Explanation of the entries related to the dispute with Capital One. 

Attachment # 2 : Removal of the charge request, sales receipt, refund request, refund confirmation, certification made by the merchant that the transaction was made in Euros and refunded in Euros, credit card statement ( XX/XX/XXXX to XX/XX/XXXX ) with the proof that the error was made by Capital One when converting the transaction from Euros to Dollars. 

Attachment # 3 : Correspondence from and to Capital One, along with proof of mailing by US Postal Service and, proof that the documents were also uploaded in Capital Ones system when the documents were requested. 

Please note that phone records to prove that efforts were made by phone to resolve the issue will be provided, if it is necessary to resolve the issue. 

I truly hope that Justice will be made with your intervention, the charge of {$10000.00} will be permanently deleted and therefore, this nightmare will end. Thank you in advance. 

Regards, XXXX XXXX.

Company response to consumer: Closed with explanation