Consumer complaint received 2022-04-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2022 I attempted to buy amusement park tickets from XXXX. Initially I was attempting to purchase XXXX tickets for {$790.00}, when my card was swipped I was advised the system went down and my payment did not go through. I then instructed the gentleman to add an additional XXXX tickets which brought the total to {$1000.00}. That second attempt was successful. When I checked my checking account on Sunday I found out the first attempt for {$790.00} was also successful. I then contacted the bank to file a dispute, I was told it would take about seven days to receive a provisional credit but I could call back first thing Monday morning to request to have the provisional credit expedited as it was going to cause a severe financial hardship. I called the bank Monday morning and requested to speak with a supervisor to have the provisional credit expedited but I was told by the customer service rep that she could assist me with that and a supervisor was not necessary. The customer service rep submitted the request and advised me I would see my provisional credit within 1 to 2 business days no later than Tuesday, XX/XX/XXXX. Later that afternoon I received an email requesting for additional information that the bank already had, I called back into customer service and requested to speak with a supervisor ( XXXX or XXXX ) who was very rude and argumentative and told me they needed the documentation to support their investigation. I been submitted the documentation via email and called back to confirm that it was received and that those document would not hold up my provisional credit. The new customer service rep I spoke with advised she can not tell me if the new documents I submitted had been received but she assured me that the documents would not hold up the provisional credit process and was just part of the investigation process and that she could see my provisional credit was in the process of being approved and I should still receive it on time by tuesday. When I called back on Tuesday to check the status of the provisional credit I was told that there were notes on the account that I was told previously that I would receive no provisional credit which was a complete lie and contradictory to the information that was provided by to me by two previous reps. I then asked the call to be escalated to a manager I was transferred to an individual by the name of XXXX and her agent ID was XXXX. XXXX then proceeded to tell me that my request had been submitted and processed and it was denied by the back office and she could give me no further details as to why it was denied. I asked her why was I provided information that I would receive a credit if that was not true and I asked her to review the calls since they were recorded and she advised she did not have access to review recorded calls. I asked her for the agent IDs of the previous reps I spoke with as I was planning to file a complaint with the executive office she refused to provide that information she also refused to provide a phone number for the executive office or the corporate office Through my own research I obtained A phone number for the The corporate office and asked to be transferred to an executive resolutions team and was told I must provide a specific individual, I then asked to be transferred to XXXX XXXX and a XXXX XXXX both requests were denied and I was told they do not take phone calls. I then submitted emails to both individuals requesting a call back from then or another individual from the executive offices. The documentation I submitted to the fraud department and both executives clearly state from XXXX that my card was charged in error and that they would issue a refund to this date I have received no refund and no communication from the executives of capital one bank.

Company response to consumer: Closed with explanation