Consumer complaint received 2022-03-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO
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/2022, I saw a charge of {$13.00} that I did not recognize that was for dining done on XX/XX/2022. I then looked more into my charges on my credit card and came across a charge for dining also of {$100.00} on XX/XX/2022 for a restaurant I have never been to. I then called capital one and put in a fraud claim being no one but myself has access to my credit card. The same day with no actual investigation by the company the credit card was again charged for {$13.00} as they said it was me who used the chip card in person, even though the company couldn't tell me the actual name of the establishment I supposedly use the card at. When i saw that the {$100.00} was put back on my credit card I called capital one again speaking to XXXX and 1st mg XXXX about both charges. I was told both charges were done in person with chip card so they wont investigation into this even though 1. They cant even tell me the place I used it at for {$13.00} for me to know if in fact it was me. 2. I was told the location and name of the {$100.00} charge was from XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX XXXX, A restaurant I Have NEVER STEPPED FOOT IN LET ALONE CHARGED OR ATE AT. I was told by XXXX that if I was able to get anything from the restaurant I could call capital one back. So I had to investigate this issue myself as the credit card company was not going to. I contacted the restaurant at XXXX XX/XX/2022 at XXXX spoke with the morning manager XXXX XXXX I told him why I was calling and he gave me the home office number XXXX. On XX/XX/2022 at XXXX I was put in touch with the fraud manager XXXX XXXX XXXX then told me that this has been going on with several different people not just myself that XXXX  didn't know why or who is doing this. I then asked XXXX if she can see if my credit card Number for {$100.00} on XX/XX/2022, she looked into it and found that in fact NO my credit card was in fact not used, nor in person or online. At that point I contacted capital one back 4 times at XXXX am I got a mg by the name XXXX, she not only got hung up on 5 to 6 times from XXXX and then lied to me about the issue saying that the number was not the correct number. I then asked to speak to a different agent or manager she refused and told me I would have to call back. I had to call back to get the 3rd manager XXXX capital one ID number XXXX he in fact talked to Restaurant manager XXXX where he got the home office number spoke with XXXX with me on the line. XXXX explained what has been happening and that in fact my credit card had never been ran threw their restaurant. Capital one manager put it in again to be investigated on Friday XX/XX/2022. The same day XX/XX/2022 it was again put back as a charge on my credit card {$100.00} as a purchase adjustment with no further investigation again for the same reason even with the facts that were told 1. I have never been at this restaurant nor was my credit card in person with the chipped used or online. 2. The manager at the restaurant told them that it had not only been done to me but several people. 3. The restaurant fraud department told capital one that my card has not been used at there location and that it's been going on they don't know by who but it's definitely not them. This being told to me XX/XX/2022 at XXXX fraud dept XXXX who I told yet again the same facts. They said they will not be doing anything about this as the chip can't be fraudulent. Even though I have told them I have Never been to this restaurant and in fact the restaurant has confirmed that 3 times, two of these time with there agents on the phone with them.

Facts : 1.Chg of {$13.00} on XX/XX/2022 don't believe it's mine but capital one can't give me location or name for me to verify. The only thing I get is XXXX  but apparently this was also made by chip card. 

2.chg of {$100.00} on XX/XX/2022 XXXX Not mine! I have not been to this restaurant in-person/not in-person. I have never been to/in the location that capital one gave me. 
XXXX sports XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX XXXX. Capital one won't do any investigation as they claim there chip Is fraud proof. Apparently that's not the case and pretty much have called me a liar several times. *****

Company response to consumer: Closed with monetary relief