Consumer complaint received 2018-07-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ
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: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/2018 I noticed a company XXXX charged my card twice one charge for {$0.00} and {$0.00} when I called Capital One to report this as fraud they were able to have the company return those charges and I asked for my card to be closed and sent a new one due to fraud. I received a replacement card on XX/XX/2018. On XX/XX/XXXX I needed to use my card to purchase a license that I need for work when I ran the payment for {$8.00} my card was declined, I'm very careful in calculating my available credit so I make payments on time then use the amount to make purchases so I know that I am close to my limit on a monthly basis, but thats how I've had to run my finances because I recently had a baby and not able to work very much. When I went in to check my the reason why my card was denied I seen that there was another charge by the same company XXXX pending this was XX/XX/2018 for {$24.00}. I then realized that Capital One had sent me a replacement card with the same number as my old card. I called customer service and explained my problem, the representative was helpful but kept making the same suggestion that I either increased my credit line or to call the XXXX I was hesitant to both because of my financial situation and calling the company I would have to give them my information when they ran fraud on my card it just didn't seem like the were a legit company. Finally I was transferred to a supervisor that again made the suggestion that I increased my credit limit a few times after I already declined that offer. He assured me the company XXXX is legit and I wouldn't have to give them any other information besides my card number so it can be erased from there system. At this point it was very unnecessary for me to speak to them because the problem should have been fixed when I asked for a new card meaning a new card number and not just a replacement to the old one that I reported fraud on. We spoke to the company and they removed my information. The supervisor also made a very kind offer to credit my account with {$10.00} within 2 hours so I could purchase my license for work, I agreed and again he advised me to wait 2 hours for that to show up.

4 hours passed by and still no credit so I called back and was transferred to another supervisor, without much explanation to him about my situation he stated he wouldn't be able to credit my account because his system doesn't allow it, he apologized that I was misinformed by the previous supervisor and again suggested I increase my credit limit. I was pretty upset because not only was I lied to by the previous supervisor, but now I was speaking to someone who seemed very unwilling to help me after half an hour or more he placed me on hold without explanation he kept checking in with me, when he came back on the line he let me know that he had spoken to the last supervisor that offered me the credit and that it would take 2-3 business days to show up. He stated that as a one time courtesy he would credit my account as promised by his fellow supervisor and I would see it right away, and he did.

In this experience with Capital One I was lied to by the first supervisor that told me I would see the credit in 2 hours, I was harassed to apply for a credit increase by all representatives I spoke with after declining multiple times. The second supervisor again lied because he told me that his system wouldn't allow him to credit my account but at the end of the call he was able to do in a few seconds. I also asked him if he could go back and listen to my first call so he could confirm what was promised to me and again said he wasn't able to do that, but yet he put me on hold to get in contact with the first supervisor I spoke with. I feel like there was a lot of misinformation and both just told me what I wanted to hear or what they think I would believe just because I don't know there system. I was very unhappy with the customer service I was provided

Company response to consumer: Closed with monetary relief