Consumer complaint received 2022-02-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: KS
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/XXXX, I arrived in XXXX XXXX, XXXX XXXX for vacation with a group of 30 friends. We all booked through a travel agent ( XXXX XXXX XXXX XXXX ) that the cost covered airfare, transportation and all inclusive resort. The transportation to and from airport used was XXXX XXXX Transfers confirm # 's ( arrival XXXX departure XXXX I used 2 credit cards ( XXXX and Capital One ) when I needed to do so on this trip. We only left the resort twice ( golf and zip line outing ) both trips transportation was provided by bus/van. On Wednesday XX/XX/XXXX, we lined up a golf outing at XXXX XXXX XXXX ( located in XXXX XXXX ) with the transport round trip provided by the resort. I paid for all 5 of the golfers at the time ( on Capital One ), which the golf course split the payments for {$480.00} and {$260.00}. On Thursday XX/XX/XXXX, myself and 2 others booked a trip to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  located in XXXX XXXX XXXX 40 minutes from resort. XXXX XXXX  company is whom I paid and they provided the transportation and tickets, I paid for myself and one other totaling {$250.00} ( on XXXXXXXX XXXX ). Also, purchased pictures with the monkeys for {$40.00} ( on XXXXXXXX XXXX ), purchased a XXXX and few bags of chips/snacks {$9.00} ( on Capital One ). There was a period of time that my wallet was in a locker at the zip lining course unattended. Those two excursions were the only time we left the resort and would need to use a credit card, since the resort was all inclusive. And the last time I used my credit card the rest of the trip was Thursday XX/XX/XXXX. On Friday XX/XX/XXXX I received a text at XXXX from Capital One asking " Did you make this purchase using my VentureOne Credit Card ending in XXXX? XXXX XXXX XXXX XXXX  Approved- {$1600.00}. Text back " yes '' or " no '' to protect your account. '' 30 minutes later I saw the text and instantly replied No, with Capital One responding they will temporarily stop the use of my card to keep account safe. At XXXX I received email that I replied to the email asking Do I recognize this purchase? and my answer I clicked " No, Something's Wrong ''. When answering NO, and they replying they will stop transactions on my card to keep it safe but Capital One did not do that. Then there were 3 other emails sent only notifying me of new transactions charged to my account ( all 4 included ) but no text or email asking me if I recognized them 3 charges to XXXX XXXX XXXX XXXX  located in XXXX XXXX ( never have been to ). ( 1 ) XX/XX/XXXX at XXXX for {$1500.00}. 2 ) XX/XX/XXXX at XXXX for {$1600.00}. ( 3 ) XX/XX/XXXX at XXXX for {$320.00} and the other charge to XXXX XXXX XXXX XXXX located in XXXX ( never have been to ) XX/XX/XXXX at XXXX for {$390.00}. That Friday XX/XX/XXXX we never left the resort and once I was made aware of these fraudulent charges, I simultaneously froze my card. My XXXXXXXX XXXX  was also compromised on XX/XX/XXXX at XXXX XXXX declined a charge of {$2100.00} and accepted charge XXXX {$210.00} both for a XXXX payment to XXXX XXXX XXXXXXXX & XXXX. XXXX declined the larger charge and confirmed the {$210.00} charge wasn't me and credited me back the amount, confirming that my card was compromised. Saturday XX/XX/XXXX we were picked up by the transportation lined up with our travel agent XXXX to head back to XXXX XXXX XXXX XXXX I was not able to call Capital One due to not having international calling but did reply to the email and texts confirming I didn't authorize these purchases nor did I ever receive the goods or services on XX/XX/XXXX when they occurred. On XX/XX/XXXX I called Capital One to report fraud on the 4 charges that I did not do, and also confirmed the ones that I did ( mentioned above ). XX/XX/XXXX Capital One emailed me a letter denying my fraud claim, only based on the assertion that the chip card had been used. Since then, I have called and I firmly denied, told Capital One there were many periods of time while leaving my wallet in my room unattended due to not bringing it down to the pool and not needing it since the resort was all inclusive, and then also at the ziplining excursion put in locker so it wouldn't fall out of pocket, that somehow the card could have been compromised. Pointed out the fact of why would I need {$3900.00} in rental cars the day before flying back to XXXX, in locations and companies I had never been to or heard of. Also the fact we had all the transportation booked and never used any other transportation outside of what the resort and travel agent supplied. The other fact too of my XXXX card also being compromised but rightly corrected the charges. After calling on XX/XX/XXXX, the representative told me the case was closed and there was nothing I could do. No other reasons were given to me except that the chip was used. I stated I did not receive the accused goods or services nor did I authorize them and I will not be paying the {$3900.00}. I've been a long standing customer with no missed payments over the life of the card and honest confirmations of purchases, to only be wrongly accused.

Company response to consumer: Closed with explanation