Consumer complaint received 2018-04-18
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
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 there was a charge in the amount of {$45.00} made at XXXX XXXX. On XX/XX/XXXX there was another charge made for {$200.00} at a XXXX. I did not authorize these 2 transactions. Matter of fact there was another transaction for uber eats that I also disputed at the same time. The uber eats transaction they approved as a Fraudulent charge but these 2 they claim there are no indications of Fraud. The last transaction I used was XX/XX/XXXX at the XXXX in XXXX. I had a business meeting the next day. I can provide verification for anything needed. I did not realize I had lost my card till a few days later when I received an email that a XXXX XXXX transaction was being declined. At that point I noticed that in total I had 3 transactions that I did not authorize. I clicked on the button on the capital one app that says " Report a Problem '' which to then i tapped on " I don't recognize this purchase ''. Capital one gave me provisional credit on all 3 at first and then on my XX/XX/XXXX statement they debited my account for the 2 transactions mentioned on top. {$45.00} and {$200.00}. I received a letter from XXXX XXXX who is a customer Fraud Protection number XXXX. I called him several times and left 3 voice mail messages asking for a call back so that I can gain better understanding of why my account was being debited. I never got a call back. I proceeded to call capital one general number and that is when XXXX started. I kept getting transferred over, i spoke to several supervisors who promised that they would notate the account and that they would have XXXX XXXX who was investigating my account call me back. That was a complete failure. Again I called and I explained that I am a Bank Manager that there was no way that a Full thorough search was done, because if there was they would have clearly seen that it was not me. Again I kept calling and the representatives kept saying that they do see the notes however they need to clarify some questions they had. I explained that I did not have the card in my possession and that i could have dropped after I checked in to the hotel or possibly left it behind at the front desk either way, i did not authorize those transactions. Its such a shame that I have to take time out and write complaint about a company that is supposed to be a respectable financial institution. The representatives made me feel as though I were a thief and spoke to me as if I was beneath them. Their tone and they way they kept brushing me off with feeding false hope of a return call is DISGUSTING!. I have been with capital one bank for over 10 years. You can verify that with the longest relationship credit card i had since college. I am upset that not only am I being held liable for transactions that I did not authorize but they way I was treated as if i need to beg and plead for my money back. Please listen to all recorded calls and you will see the excuses and the hold times the representatives put me through. XXXX XXXX should be put throuhj training. If you strongly believe that these transactions were not fraud then be a stand up company representative and call me back don't have me call and chase you for something I have rights to.

Company response to consumer: Closed with monetary relief