Consumer complaint received 2021-07-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
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/2020 I went to XXXX to purchase flights for my family of 5, totaling {$2100.00} for all 5 of us After selecting the flight, I tried to pay with my Capital One XXXX XXXX card but the website declined my card. I tried again but got declined again, and then tried my XXXX card but that too was declined. At that point I called XXXX customer service and finished the txn over the phone. 

Later, I noticed that the " declined '' transactions on my Visa card had actually gone through on my Capital One Visa card ( two txns of {$2100.00} each, totaling {$4800.00} for both ), plus another {$2100.00} on my XXXX. When I called XXXX, they kept reassuring me that those were just authorizations and that the charges wouldn't post. However they did end up posting. After countless hours on the phone with XXXX to try to get the charges reversed, they kept claiming they couldn't see the charges on their end. 

I then tried to dispute the " declined '' txns with both CapitalOne and XXXX. XXXX immediately recognized the duplicate charge and reversed, case closed. CapitalOne also reversed the charges initially, but then initiated an extremely lengthy and drawn-out process where they would send me written notices via USPS mail where I had to send back forms and via mail. Each of the {$2100.00} txns got split up into 5 separate txns ( one for each passenger in the txn ) so I ended up with 10 " cases '', all requiring their own paper forms and documentation to be mailed back and forth during COVID when mail was shut down/delayed and I didn't receive half the forms they claimed I should have received, each of which required responses. I begged them during the process to contact me if they had any questions or if they needed any extra info, but never got a phone call or voicemail. CapitalOne claimed they didn't receive the mailed responses to their forms soon enough and ruled in favor of XXXX, and charged me back the full {$4800.00}. 

I tried escalating to their " XXXX '' group, who conducted an internal review to see if there was an error made during the dispute, and they said that I didn't provide enough documentation to substantiate that the charges were duplicate. How could I fly the same flight on the same day with the same itinerary 4 times!? They clearly just don't want to reverse the charges even though they know they are fraudulent. 

I've tried escalating to XXXX who simply doesn't respond any more, and to CapitalOne who claims they can't do anything since they say I lost the dispute. I am a victim of fraud from XXXX and CapitalOne. Please help me recover the {$4800.00} that CapitalOne allowed XXXX to take from me fraudulently. 

I have attached all the documents that I've provided to CapitalOne as part of the dispute. The first document " 01. Dispute Overview - XXXX '' has a more detailed description of what transpired. The attachment titled " 08. Emails to XXXX '' contains the screenshot of the pending txn 's confirmation numbers from my CapitalOne online txn history, and in the attachment titled " 16. AM Customer Service Emails.pdf '' XXXX clearly states that the charges related to those specific confirmation # 's should not post since the tickets were never completed. The evidence is XXXX clear that I was defrauded by CapitalOne and XXXX, please help me recover what they stole!

Company response to consumer: Closed with monetary relief