Consumer complaint received 2022-11-13
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:
XXXX Complaint against Capital One Credit Cards Dispute Department On Monday, XX/XX/2022 Capital Ones Fraud Department contacted me because my card had been charged with a large sum of US {$7500.00} in XXXX. I advised that I had indeed stayed at a resort called XXXX XXXX XXXX in XXXX XXXX XXXX, XXXX from XX/XX/XXXX to XX/XX/2022, but that this large charge is certainly not correct. I asked him to open a dispute immediately, and he made the arrangements. 
An exchange of information by filing the dispute in writing and uploading supporting documents via freshly sent secure links Capital Ones Dispute Department emailed me on several occasions, followed. 
I traveled with XXXX friends ( names are available if needed ). Our resort stay ( we shared a room ) was entirely prepaid via the booking agent XXXX XXXX XXXX XXXX ) with a deposit we each paid XX/XX/XXXX, and a final payment we each made XX/XX/2022 ( my credit card receipts are available, as is a full travel agent statement with all XXXX names on it, showing it was paid in full ). So, our all-inclusive resort stay ( the room, all food and drinks ) at XXXX XXXX XXXX XXXX and entirely paid for by XXXX XXXX  long before we arrived XX/XX/2022. 
Upon checkout on our departure day XX/XX/2022 the front desk presented us with a XXXX page invoice, showing XXXX bottles of ( upgraded ) wine, XXXX massages and the environmental fee tourists pay in XXXX, adding up to a total of XXXX XXXX Pesos ( invoices are available ). XXXX minutes later he also handed me a small charge receipt the amount on it matched the XXXX of the large invoice. I stuck it in my travel folder ( a copy of it is also available ). All documents the Dispute Department at Capital One asked me for I uploaded. However, I did not find the small receipt until I needed my passport again ( it was stuck in there ). 
I called the Dispute Department XX/XX/XXXX and advised that I had found the small receipt. The total on it was the same XXXX, but unlike on the detailed resort invoice which was in XXXX XXXX, on the small receipt that amount was in US {$7500.00}. She immediately sent me another secure link to upload that and she told me she would re-open the dispute and add this information right away. I spoke to the same XXXX lady a couple more times in XXXX, then also in XXXX and XXXX. I was told by the Dispute Department that if interest charges do appear on my statements and the dispute is settled in my favor, the original charge and any interest charges would be credited to my account. 
Also, I had a credit limit of {$10.00} K for this credit card. Capital One Dispute never removed the total charge from my monthly billing invoices. I let the dispute department know several times, that I was not pleased how they kept the total charge riding on my billing statement every month, since that did not reflect well on my personal Credit Score, which dropped by XXXX points because of this stayed there over several months. No one I spoke with at the Dispute Department would ever give me an answer why they do that/ why they will not remove that amount while the investigation is going on. 
Once in XXXX I called and asked for a supervisor since no one before ever was able to give me answers to my questions. I was connected to a woman, told her about the negative credit score I was not happy about why this very straight forward case ( of the wrong currency being charged ) was taking so long to settle. She hung up on me right then. 
The next time I called I got the XXXX woman again, now she told me that their system was being upgraded, therefore was down and she couldnt look up anything. She wanted me to call back the next day. I did, and this time she put me on hold for XXXX hour before I hung up ( I took a photo of my phone, it showed the XXXX minutes I was on hold with their phone number showing ). With my next call I got a man I had never talked to before ( his name is available upon request ). I brought up the long time it was taking to get this straight forward case resolved, that I was put on hold for a hour, hung up on another time, my issue with the credit score, plus that I recently read in the news that Capital One was currently under investigation by the US Governments Consumer Financial Protection Bureau for their dispute handling practices,- and that this indeed had been confirmed to me when I contacted the CFPB. 
He then handed the call to another man ( name and employee number is available upon request ), who put me on hold for a few minutes, then came back and told me that this case had been closed since XXXX first and they can not re-open any case once its closed. He did not care that I was in repeated contact after that date with several of their people by phone, and also not that they sent me new upload links after that XX/XX/XXXX date and I used them to uploaded further records ( I sent the XXXX x XXXX bills of the resort again along with the small charge receipt I had found ). 
I never did get anything in writing from them, that they indeed closed the case. 
Within days of that last phone call Capital One suddenly raised my credit card limit to {$15.00} K. 
Significant interest charges have been accumulating on this large sum since XXXX now. 
I have tried enlisting the help of a travel agent in XXXX ( that had worked for my employer arranging several large meetings in XXXX before ). But she sent me only XXXX email asking for additional documents. I have emailed her a couple of times since and have not heard back from her.

Company response to consumer: Closed with explanation