Consumer complaint received 2023-12-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO
Product: Credit 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:
In XX/XX/XXXX, I took a backpacking trip to XXXX  Along the way, as travelers do, I made purchases with my Capital One Credit Card. On *approximately XXXX I noticed a charge to my credit card of {$5300.00}. I immediately called Capital One to file a dispute. The only merchandise I had purchased to date was a souvenir bracelet with a value of under {$20.00} from a female vendor. Other purchases were for food. Based on the name of the transaction XXXX XXXX XXXX  I assumed this was her, and that it was likely that the Chilean peso to USD currency conversion hadnt gone through correctly. I called Capital One, said exactly this, and was told this would be resolved as this is a common error when traveling out of the country. This of course, can be verified with recorded calls. 

Fast forward some time, and this large sum has been added back to my account. To my surprise, I call Capital One and am told there is insufficient information to process the claim and I am responsible for this charge! I looked through my receipts from vacation and can not find one that matches this amount- in pesos or USD. For accuracy, the charge back to my account was a different amount of {$5300.00}. I started doing my own deeper dive as I can assure, I have not made this large purchase on a backpacking trip through XXXX XXXX. 

After finding a business card for the bracelets I did purchase, I was able to find the merchant on XXXX XXXX. I immediately connect with her and she graciously looks through her transactions for a charge matching mine. No luck. At this time, I compare her merchant name to my credit card statement, and discover that my initial assumption that she was XXXX  XXXX XXXX was incorrect. I was incorrect to file dispute vs fraud initially. 
My transaction with her was about three transactions after the $ XXXX charge for {$17.00} under XXXX XXXX XXXX XXXX  A reputable merchant. 

As I was incorrect in my initial filing of a dispute vs fraud, I immediately contact Capital One on XX/XX/XXXX to now file fraud. I do not recognize this large charge. 

Capital One opened and immediately closed my fraud case on XXXX basically stating there isnt sufficient evidence to file fraud. Upon speaking with one of the fraud managers ( on a recorded line ), she attempted to find a contact for XXXX XXXX XXXX with no luck. No phone number, no e-mail address, no physical address, no website, no social media. Nothing. Which is odd for what the manager relayed to me is listed as a home furnishing merchant. I did not purchase home goods on a trip in XXXX  I landed in XXXX XXXX XXXX XXXX when this charge happened. Proceeded through the airport, and to my residence. We did not stop for home goods! 

However, the manager proceeds to tell me I need to file documentation of the transaction. There is no documentation! This was in fact, a fraudulent transaction as far as Im concerned. I cant find info on the merchant, nor can Capital One ( per the manger ). How would one provide documentation to a ghost company? 

I understand the explanation of my card being present for this transaction and how the chip works. I can not explain how this happened, I just know for certain that I did not make this large purchase. This isn't in alignment with my spending history! The only time my card is ever out of my possession is when, for example, a waitress takes the card to run the charge in a restauratn. 

I am now left with this charge on my account. Inside or outside the country, I do not make purchases of this size. I have excellent credit and a great payment track record for my Capital One monthly payment. The largest charges I tend to make are for vacations- through reputable companies. I would not make a purchase this large with a back-alley merchant with no actual business, receipts, viable namein a foreign country. 

I am seeking further assistance with this matter. I believe I was a victim of a RFID theft device, or something. I can not say. I have no additional information on this merchant other than the charge on my account. Again, Capital One can not locate this vendor either ( per the fraud manager ). Not only am I facing a payment to a large purchase I didnt make, I am also going to accumulate interest. I am extremely disheartened that all of my attempts have been left without a resolution. I did my footwork to recall my charges, and verify merchants. Capital One dropped me at welp, the card was present and thats it. 

Im at a complete loss as to what to do. I do not have this kind of money. 

Thank you, XXXX XXXX

Company response to consumer: Closed with explanation