Consumer complaint received 2022-04-05
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: Card was charged for something you did not purchase with the card

Complaint:
This is a followup to a previous complaint, CFPB case : XXXX. 
The outcome of that case was that Capital One issued me a letter saying that they had not found fraud in the case but would issue me a one time courtesy credit of {$55.00}. I received a credit on XX/XX/XXXX for that amount. The letter was dated XX/XX/XXXX. 
On XX/XX/XXXX, a purchase adjustment in the amount of {$55.00} was billed to my account again. It seems that Capital One reversed the courtesy credit, voiding the previous complaint that I filed to the CFPB. I believe that Capital One is attempting to shirk any responsibility in this case and reversing their decision resulting from the initial complaint, without giving any communication or indication of what this Purchase Adjustment charge of {$55.00} on XX/XX/XXXX was for. 
It seems that the CFPB becomes ineffective if the company can reverse its decision shortly after settling the complaint, without any communication to the customer or to the CFPB. 
I spoke to XXXX, a fraud manager, employee ID : XXXX, to try to resolve the issue. After 2 hours on the phone, he acknowledged that the courtesy purchase adjustment credit of {$55.00} back to my account was reversed without explanation or cause, and in opposition to the statement from the company. He said he would reverse the charge once again to comply with the company 's stated intention, and notate the purchase adjustment accordingly. 
The next day, I checked my account again, and saw that {$55.00} had been credited back to me, reflecting the intention of the company to provide the financial relief they stated they would. There was also purchase adjustment charge in the amount of {$55.00}, negating their credit. 
After weeks of trying to figure this out, after the company 's insistence that the transaction was legitimate despite my having possession of the card the entire time, hundreds of miles from the city in which the transaction was made, after receiving a communication from the company committing to make a courtesy payment in my favor, I am still losing money because of this fraudulent charge. 
Capital One has given no explanation for why they found the charge to be legitimate, other than that they say the chip was present. They have not said whether they contacted the merchant, they have not asked for data about where I was. They seem to imply that I am lying. I can not imagine why anybody would spend so many hours to defraud a company of {$55.00}. I have certainly lost far more money than that in the hours I have spent on the phone and researching how this transaction may have occurred, if it isn't, as the company says, fraud. 
The facts remain that on the day of the charge, I had the only card linked to that account in my pocket, in cities 100 miles or more from where the transaction was made, and hadn't used the card in over a week. The fact also remains that although Capital One pledged to me and to the CFPB that they would make a courtesy payment of {$55.00} to settle this case, they have avoided doing so, and continue to charge me.

Company response to consumer: Closed with monetary relief