Consumer complaint received 2022-01-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
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:
I made a purchase at a local XXXX XXXX XXXX on XX/XX/2021 @ XXXX for {$34.00} and there were 3 additional charges made with my card. I only swiped my card one time at the pump. 

{$70.00} made also at XXXX {$120.00} made at XXXX {$120.00} made at XXXX Once I realized that there was an issue with my charges I called CapitalOne. The first call was made approximately 2 weeks after the charges, that call ended when they told me I should contact XXXX XXXX first as it would probably be resolved easier with them directly. So I tried to reach the XXXX XXXX- it took me another 2 weeks before I gave up trying to reach anyone and called CapitalOne back. On XX/XX/2021 I filed a fraudulent charge request with CapitalOne. The next day I received a 2nd notice from CapitalOne indicating they were investigating the charges and later the same day I received a notice that they had insufficient evidence that the charges were fraudulent and I was responsible for the charges. 
Later on XX/XX/2021 I called and spoke with XXXX and was transferred to XXXX XXXX at the fraud team. He indicated that all the charges were processed as with Chip Use under separate transactions and different times and therefore they were not recognizing them as fraudulent since I didn't report my card as stolen. I called back and spoke with XXXX to get more detailed information and she provided time/dates for the charges. Two charges were made @ XXXX ( {$34.00} - my actual charge, and {$70.00} ) and another charge of {$120.00} at XXXX and another {$120.00} charge at XXXX. 

It was at that time I explained that I had purchased my gas at XXXX and then drove to North Carolina where I checked in at a hotel with this same card sometime after midnight that same night. My receipt from the hotel shows me checking in at XXXX in XXXX XXXX XXXX NC XXXX. XXXX tried to research but could only find the final charge that was made when I checked out the next day. I am sure, however that the hotel ran the card when I checked in that same night - they just didn't process it until I checked out. XXXX couldn't do anything else at this point. She suggested XXXX followup with XXXX XXXX, but said I had the ability to escalate the dispute if necessary. 

Today, XX/XX/XXXX @ XXXX and spoke with XXXX who transferred me to XXXX XXXX ( CapitalOne # XXXX - he would only give me this number instead of his full name ). I explained the above again, and he said he was sorry he couldn't do anything further. Since the charges were made with the chip and it was impossible for them to duplicate the chip, there was nothing he could do. I asked for more detailed information because I had my card ( with my chip intact ) in my possession and in another state at the time of some of these additional charges. I wanted to know what was purchased - gas, or was it in store purchases- but he couldn't tell me. Just that they were purchases authorized with the chip on my card. He said there was no one else I could talk to and no further action I could take. He said I could take some satisfaction in knowing that I have reached the top and that there is no other service they can offer. I had a few choice words for him at this point, but at no time did I cuss or use foul language. But I might have told him what I thought about my satisfaction that I reached him as the pinnacle of the credit card fraud division at CapitalOne. 

I have included my notes and screenshots of the charges. Along with a receipt from the hotel that shows my checkin time of XXXX in XXXX XXXX XXXX NC XXXX is more than XXXX XXXX hours from the location of the 2 extra charges on my account.

Company response to consumer: Closed with monetary relief