Consumer complaint received 2020-10-25
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX, I made an online purchase for {$4.00} for a skincare product with free shipping. 
When I received my credit card bill from Capitol One it showed the {$4.00} charge from XXXX XXXX IL, plus another charge for {$6.00} on the same date from XXXX XXXX IL. I called that second number and spoke with XXXX who said he was the supervisor with employee # XXXX, in XXXX, CO. He says his company is called XXXX and it does customer service for many companies. I told him that I did not purchase that product and would he remove it from my bill which he was unwilling to do. When I said that I would return the products, because there was a 2nd vile of something in my package that I had not asked for, he did not want me to and agreed to credit my card back for {$6.00}. He also informed me that the product would be auto shipped in the future and I told him to cancel all future shipments, that I did not ask for anything more and did not want any more of their products. He agreed to do that. 

On my next credit card bill arriving in XXXX, XXXX, the {$6.00} had been credited back to my account. 
However, on that same bill was a charge on XX/XX/XXXX from XXXX XXXX AZ, a fourth company, for {$94.00}. I do not know that company, did not purchase anything from them, and did not make a purchase for that amount on my card from any company. Whenever I called the number provided the message on the answering machine said, Refer to the support email on your packing slip for quicker service and it disconnects. 

On my credit card bill arriving XXXX, XXXX, there is a charge for {$99.00} from XX/XX/XXXX XXXX AZ. Whenever I call this number it gives the message on the answering machine : Please refer to customer support on your packing slip and disconnects. 
Also on that bill are PURCHASE ADJUSTMENTS for {$94.00}, the charge from XX/XX/XXXX, and {$99.00} from XX/XX/XXXX, and an INTEREST CHARGE ADJUSTMENT for {$2.00} dated XX/XX/XXXX. I am not sure of the date that I reported those 2 charges to Capital One for them to credit my account. 

XX/XX/XXXX Capital One sends me a letter confirming these refunds for fraudulent activity, and upon my request, confirm deactivation of that credit card with a new one sent, so no more fraudulent charges could appear on my account. They assure me that I will not be liable for any unauthorized charges. Case # XXXX XX/XX/XXXX I receive a letter from Capital One stating that the fraud investigation is resolved, that the merchant could resubmit charges, again assuring me of their {$0.00} fraud liability promise... [ that I was ] not held responsible for any fraudulent charges. Re:XXXX XX/XX/XXXX I receive a letter from XX/XX/XXXX in Customer Fraud Protection of Capital One stating that they have found no indication of fraud and therefore the charge for {$99.00} will appear on my next bill. 

On XX/XX/XXXX I call Capital One explaining again what is going on. They send me to the Dispute Department. They say that they can not help me because investigation of fraud is already under way so they refer me to the Fraud Dept. where I speak with XXXX, ID # XXXX, who I explain all to again and he tells me that they can not return credit to my account once the investigation has been completed. When asked what the decision was based on, he says that the company showed them a copy of my name, credit card #, email address and phone #. When I asked for a copy of the he says that he does not have the ability to provide that, but maybe the manager can who he is referring me to. I then explain all yet again to XXXX the manager, ID # XXXX in the XXXX. He says he shows that my card was reported lost on XX/XX/XXXX and a new one was sent out on XX/XX/XXXX. Nothing else. 

On the next bill arriving late XX/XX/XXXX/early XXXX, that charge for {$99.00} is back on my account. I call the merchant, XX/XX/XXXX at XXXX and speak to the floor supervisor who says that he can not reverse the charges once the bank puts it back on. He admits that they were told no future shipments but says that XXXX, # XXXX, in XXXX who I spoke to did not write down that I said to cancel. So I ask how he knows that I said cancel future shipments if it was not written down. He can not answer. This is unscrupulous! 

On my XXXX statement the {$94.00} and XXXX plus interest are again credited to my account. 


A letter from Capital One on XX/XX/XXXX states they are giving an update on the investigation from XXXX for {$99.00} from XX/XX/XXXX. First of all, that is not the company claiming I owe them the {$99.00}. That company isXX/XX/XXXX XXXX AZ. They are confirming the Fraud Claim and that they think that they have provided duplicate credits for the {$99.00} and they will adjust this on my next bill on the new credit card # and that the temporary credit could be reversed, re-billed depending on the outcome of the investigation. Case # XXXX Letter arrives from Capital One on XX/XX/XXXX in response to more calls to Capital One, saying that I need to fill out an extensive dispute form to be received by XX/XX/XXXX. I do submit the form to Capital One with all of the details I have given here except that what information I can give is controlled by the form 's questions, saying that I am still being charged for something that I never asked for in the first place and previously cancelled any auto ship they were going to try to impose. However, they want all kinds of things also that I do not have such as receipts because it was online, copy of merchant 's refund policy, second opinion, return proof, on and on. This form is only for the {$94.00} from the merchant XXXX XX/XX/XXXX. Case # XXXX another number from previous ones On XX/XX/XXXX I received a letter from Capital One Transaction Support Center about the {$94.00} from XX/XX/XXXX from XXXX and the XX/XX/XXXX transaction of {$99.00} ( claiming but not true ) from the same merchant what is listed on my statement is that XXXX is the merchant associated with this second charge, the 5th company that is in on this. They claim in the letter that they are crediting my account for {$94.00} because the charges were unauthorized. That credit NEVER appeared on my statement. In fact, quite the opposite, on my XXXX statement I am charged {$94.00} and {$99.00} again. 

Also on XX/XX/XXXX I call Capital One and tell the story again. I am referred to XXXX ID XXXX in the Fraud Dept who I explain it to another time, and he claims that this is not fraud because the companies have all of my information even though I explain that, not only did I not oreder any product from those companies, I never gave my information to companies # 2, # 3, # 4, and # 5, that these companies are running a scam and I have never bought anything from them. He states that he knows that these companies do this, but he can go no further as a fraud, meaning that Capital One is making up their own fraudulent definition of what constitutes fraud and not honoring their promise to their customer to not charge for anything that has not been ordered, especially when they, meaning XXXX in the Fraud Dept, admits that they know these companies do this kind of thing. That conversation is notated on the XX/XX/XXXX letter. 

On XX/XX/XXXX I called the company who claimed to have charge of customer service for various companies at : XXXX, XXXX IL who I had asked to cancel any future shipments and XXXX, ID # XXXX, Supervisor in XXXX said that he would cancel. I spoke with XXXX  ID # XXXX and she also confirms that I did cancel any future shipments on XX/XX/XXXX. I ask for a copy of that and she says that she is not authorized to do that but that the merchant, Capital One, certainly has access to that information and they should have checked there to confirm what I am saying. She says that I can email to request a copy of that at : XXXX This conversation is notated on the bottom of the XX/XX/XXXX XXXX bill. 

Then I received 2 letters dated XXXX XXXX from the Transaction Support Center at Capital One stating that they have not received the additional information that they requested. I have enclosed a copy of what I mailed to them. They say they have limited time to reverse a charge, so they are ( AGAIN ), reapplying the charges of {$94.00} and {$99.00} to my account, meaning that not only have I spent countless hours on this whole fraudulent mess, they are now rebilling the 2 charges that they already rebilled me for, claiming that I owe them {$380.00} for the two amounts times 2. And as you can see in my attachments, I did fill out their extensive inquiry form. Then when the XX/XX/XXXX bill arrives it has the {$94.00} and for {$99.00} charged to my account again. I believe that they are acting unethically, not keeping their promise that their customer will not be charged with anything that they did not order. They must not have followed up with XX/XX/XXXX to see that indeed I cancelled any future shipments that I had not even ordered in the first place. XXXX again notated at the bottom of XX/XX/XXXX XXXX bill. 

So by Capital One deciding upon their discretion what they consider fraud and that these charges are not because these companies fraudulently are using my information claiming to be 5 different companies ; that the fraud department and the company know full well that these companies do this ; that they repeatedly promise that I will not be liable for anything that I did not ask for and will be protected from any fraudulent activity on my account ; and that they are charging me twice for the same 2 charges : I am shocked to learn that Capital One is operating in a completely fraudulent manner which I would not expect of this company! I have health issues and this has been enormously stressful and has cost me countless hours of my time. I will send this information also to the Federal Trade Commission about these supposedly 5 different companies scamming me. 

When I filled out a lot of the story on your site with everything after having lost a couple of different versions when I stopped to go find information for you that had disappeared, I had an even more frustrating experience. I typed everything onto my computer to cut and paste it into your form so that I would not lose it. There was a mistake that I discovered in the Review portion of your form and went back to correct it. When clicking Next, it kept saying that it had not been saved. After trying this 3x, all was gone and I was sent back to your opening page. So, new day, starting over again and I realize that a bunch of info is missing from this document of what happened that was supposed to be saved on my computer and I am unable to retrieve it! I am in tears! So many hours on something that I am being scammed! I know you will say that it is for my protection that stuff disappeared, but really???? Adding insult to injury here!

Company response to consumer: Closed with non-monetary relief