Consumer complaint received 2023-01-10
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On my cell phone, I had cards stored with XXXX under my user ID to pay for my XXXX Music, my storage on my XXXX and my XXXX XXXX and XXXX. XXXX of those cards were Capital One and XXXX XXXX. Because I am legally XXXX, my husband set up alerts through my bank at XXXX XXXX that sends an alert for high purchases. In XXXX, I got one of those alerts from XXXX XXXX regarding a payment from XXXX in the amount of XXXX. I called XXXX XXXX and was advised the charges were from XXXX and that I should call them to resolve. I contacted XXXX and also disputed the charges right on my phone. XXXX XXXX alerted me that there were multiple charges. I got no response from the dispute from XXXX, so I called XXXX XXXX again and I was advised they would start an investigation and give me a provisional credit for the charges. They completed their investigation and found that the charges were not of my own doing. My granddaughter had been playing games on my XXXX. At the same time, I contacted XXXX XXXX regarding similar charges from XXXX. The charges XXXX XXXX found outside of my XXXX XXXX and the 2 terabytes of storage were totaling close to {$700.00} and they also gave me a provisional credit and told me they would do an investigation. 

Just before XXXX, I received an email from Capital One that reads, Good news-XXXX Com Bill issued the following credits to your account, so we closed your dispute : credit dates, XXXX $ XXXX Com Bill. XXXX XXXX XXXX XXXX XXXX 
The email goes on to say, We finished looking into your dispute for the transactions listed below and we didnt find any errors after checking our records. So, were denying your claim and closing your dispute. 

Transaction dates and amounts XX/XX/2022. {$220.00} XX/XX/2022. {$99.00} XX/XX/2022. {$1.00} XX/XX/2022 {$49.00} XX/XX/2022. {$49.00} XX/XX/2022. {$49.00} XX/XX/2022. {$49.00} XX/XX/2022. {$49.00} XX/XX/2022. {$49.00} XX/XX/2022. {$49.00} XX/XX/2022. {$3.00} XX/XX/2022. {$3.00} XX/XX/2022. {$3.00} XX/XX/2022. {$2.00} XX/XX/2022. {$2.00} XX/XX/2022. {$2.00} So Capital One took back what XXXX confirmed was invalid charges totaling {$320.00} because XXXX returned those charges, but the same exact charges with the exception of XXXX are from that game and Capital One took my money back in addition to the provisional credit in the amount of XXXX. How can you find some of the charges to be correct and some not when they are the same? I called Capital One on XX/XX/XXXX and spoke with a supervisor, XXXX and asked her to provide me with the details of their investigation because it made absolutely no sense that they approved some of the charges that come from the same place but not all of them. After being interrupted several times, I asked to speak to her supervisor and she told me a supervisor would call me back in XXXX to XXXX business days and I found this time frame to be unacceptable. She refused to transfer and advised she would file a complaint for me and request a report of their investigation. I received an email on XX/XX/2022 in regards to my request for proof of their investigation and I received a duplicate list of the above charges and nothing showing how they found some charges to be accurate and others not. I am requesting that the {$370.00} be returned.

Company response to consumer: Closed with explanation