Consumer complaint received 2023-05-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I am writing to express my deep dissatisfaction and frustration with the handling of my dispute that I raised with XXXX XXXX XXXX billed on XX/XX/2023 for {$2300.00}. 
The Case XXXX The Merchants Name : XXXX XXXX XXXX XXXX  The Capital One transaction Support Center replied to me that they were unable to assist with my claim.When I called them, the representative said the time had passed and the validity period for filing a dispute is only 90 days. But when I first called for a dispute, they never informed me or provided any notification to submit evidence and documentation until around 80 days, they sent the first letter and mentioned it.Now they are avoiding taking responsibility for the matter. I have called them 3-5 time and send seveal emails but they still did not want to help me to slove the problem.They pushed the blame and asked me to go to the airline to solve it myself. 
The Capital One Representatives carelessness and lack of responsibility in their work have caused me financial losses. They have to help me to get the fund back.

Due to the mistake of the representative, the transaction was released without my authorized.Now they shirk their responsibility and ask me to solve it with the Merchant by myself.It is too unreasonable. 

I can not agree with Capital ones response for the following reasons : First : My XXXX old daughter used my credit card to book the vacation airline tickets without my permission.When I received a text message from Capital one company asking if I authorized this transaction on XXXX XXXX, my response was " No. '' I did not authorize this charge.At that time, the credit card was frozen.the next day, we needed to use this card to buy materials in Home-depot, I called the customer service for help, but I only said that I wanted to authorize the transaction with the home-depot.I did not expect that the customer service also released the transaction I had refused before. ( I printed out the text message from my phone as Evidence ) Second : When I found that the Money still charged later around XXXX or XXXX of XXXX. I immediately called Capital One to dispute it and called XXXX XXXX to cancel the flight. But they told me that the refund could not be processed back to my credit card and could only be refunded as credits for future buying tickets because it took 24 hours to cancel the flight. I did not agree to this proposal.

I think it was Capital one that caused a delay and resulted in my losses. The airline did not agree to refund the money, The transaction Support Center should be responsible for helping me refund the money.

I urge Capital one to take immediate action to refund the full amount charged to my credit card account. I appreciate your attention to this matter and your assistance in resolving this dispute. 

Thank you for your time and help.If you have any questions, please call me atXXXX Signature : XXXX XXXX XX/XX/2023

Company response to consumer: Closed with explanation