Consumer complaint received 2018-12-28
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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:
Dear Sir/Madam, In summary, I have disputed a charge on my credit card, placed by a vendor in Italy ( XXXX XXXX XXXX ) which charge me XXXX EURO. I disputed the charge with Capital One immediately, but the dispute was denied due to forged documentation the merchant had submitted. He submitted the following : - A credit card authorization for my Capital One credit card that I had never seen or signed, but the merchant forged my signature on the credit card authorization - a forged and completely made up invoice for services and charges that was never ordered, delivered or received - added my XXXX XXXX credit card number to a document that I had signed previously for the return of rental cars, however that credit card was added AFTER I had signed the document. He claimed that the security deposit was charged this credit card, even though there is no record of that and in addition, the merchant previously claimed that he does not at all accept XXXX XXXX ( all documented in the email thread with the merchant ) Furthermore, the merchant also claimed that I had personally visited his agency in XXXX, which I never did since all bookings with the company went via XXXX XXXX XXXX XXXX in XXXX, via email Any charged I had with XXXX XXXX XXXX in XXXX and or XXXX XXXX XXXX XXXX in XXXX were paid in full per below : Total Rental Charge : XXXX EURO ( see enclosed contract ) Paid : XXXX EURO with XXXX XXXX ( statement attached ) Paid : XXXX EURO with Visa Card ( XXXX XXXX XXXX statement attached ) At the time of the actual services in this case a luxury car rental for 2 cars, a XXXX EURO deposit was placed on my credit card, to be fully refunded upon return of the cars. Both cars were returned in perfect condition and the refund was due : Deposit 1 : XXXX EURO placed on XXXX XXXX - this was actually refunded Deposit 2 : XXXX EURO placed on Capital One credit card. This was never refunded, but rather charged in full with the forged documents provided by the merchant to the credit card company.

This is fraud by every legal definition. However, Capital One has not considered all the detailed documentation I had submitted, from credit card statements, rental contract with XXXX XXXX XXXX XXXX, entire email threads with these companies and even XXXX XXXX with the merchant XXXX XXXX directly.

Capital One has left me to fight this out with a clearly criminal merchant, rather than resolving the dispute on my behalf as their customer.

In addition, I had almost weekly call with Capital One 's Dispute Call Center, yet every time I spoke to a different agent and every time the instruction was different, anywhere from having to submit more information to do nothing and wait since the dipute is coming my way anyway.

I greatly appreciate your help and assistance in this matter.

Best regards and thank you, XXXX XXXX

Company response to consumer: Closed with explanation