Consumer complaint received 2020-05-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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:
On XX/XX/2020 I tried making a purchase at Walmart grocery.

Capitol One credit card blocked my card without alerting me and declined my Walmart grocery purchase attempt.

I had to step out of the grocery line to call Capitol One credit card dept. 
It took 42 mins to get an agent on the phone from Capitol One.

It took an additional 14 mins to unblock my credit card.

I went back to the register to make a valid purchase of my items. The grocery basket I initially filled had been moved. 
The cashier asked me to reinsert my payment. Doing so my payment was accepted. 
I was given a receipt. 
One of the Walmart associates retrieved my groceries. I immediately noticed that my basket was not as full as before I left the register ( after Capitol 1 declined my card. ) I asked the cashier what happened to my groceries? The cashier stated some of the items had been restocked after my card was declined, but he believes the items were put back in my basket and if there is anything missing. Contact the store. 
The cashier never re-rang the items in my basket after my card was declined and the basket was retrieved. 
The cashier simply charged me for whatever was on the receipt that was voided when Capitol One blocked my card. 
After sorting through all of my items received. I compared the non- received items to my receipt to identify the missing items. I wrote down every missing item and went back to Walmart. 
I approached a cashier and requested a supervisor concerning the over charges. 
I was told that due to the Covid 19 pandemic all of the supervisors were unable to assist me because they were in a meeting. I was advised to contact my bank. 
On XX/XX/2020, I filed a dispute for the missing items. I explained that Capitol One blocked my card. My items were taken out of my basket and restocked and when I finally completed the purchase my items were not rang up again.The cashier charged me for the voided receipt without individually verifying what items were excluded due to the items being taken out of the basket to be restocked. 
Capitol One provided me a temporary credit from the dispute claim. 

However, XX/XX/2020. Capitol One Re-billed my credit card in the amount of {$200.00} for this Walmart dispute.

I did not receive these items due to Capitol One blocked my card- declined the original transaction -then the stores associates began restocking my items. 
When I got my groceries back after Capitol One blocked my card. The items were not rang up again. When verifying the missing items by my receipt I was able to calculate what items were missing. 
I contacted Capitol One by phone twice concerning this matter and Capitol One refused to correct this error. This {$200.00} Re -bill is a error and Capitol One is not is good faith resolving this matter. This error has caused me financial hardship during this pandemic. This bill back error has also caused my credit score to decrease by 29 points.

Company response to consumer: Closed with explanation