Consumer complaint received 2022-08-25
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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 for 2 airline tickets on XX/XX/XXXX at XXXX XXXX  from XXXX for my parents, and I received a message that my purchase was declined by my credit card company " capital one '' and I also received an email from capital one ( see attached ) that says even if I confirm a purchase theres no guarantee that it will go through after its declined, therefore I knew my purchase was not successful and got declined. I was never notified that my purchase was confirmed, although I authorized the purchase, but again seeing the email that stated even if I authorize a purchase, declined transactions will stay declined. I checked my app for 24 hours there was no charge not even a pending charge. After 48 hours on XX/XX/XXXX I see a charge of {$1600.00} appear on my account out of nowhere. I called the merchant " XXXXXXXX XXXX' to ask about this charge they said it was made successfully and I have tickets, but I didn't get any confirmation and I even got emails both from the merchant and the credit card company that my transaction was declined, therefore I went and bought 2 other tickets from another merchant for the same flight for a higher price to avoid my card getting declined. I told them this purchase was not confirmed and it needs to be cancelled. The merchant " XXXX '' told me that 24 hours has already passed from the purchase date and in order to cancel these tickets I will have to pay cancellation fee of XXXX XXXX I immediately called capital one to dispute the charge because I was not going to pay cancellation fee for a purchase I was informed that it got declined. Capital one agent agreed with me and helped me file a dispute making sure I will get my full money back, I also asked capital one agent the reason my purchase got declined and the agent told me it was because the merchant looked fraudulent and got declined to protect me. I asked the agent If I should cancel the ticket, the agent told me NOT TO CANCEL the ticket and I will get money back. On XX/XX/XXXX my account was refunded with the amount of {$1600.00}. 

A few days before the flight a third party company called XXXX kept sending me emails and calling my phone number appearing as being the merchant and sending me manipulative emails that asked me to respond to the email and confirm I will use the tickets, I called capital one and the agent advised me not to call the merchant and keep a copy of the email received to provide it to capital one when asked. 

On XX/XX/XXXX after a whole month without any further request for information the charge reappeared on my account. Capital one 's document stated that the merchant stated there was no cancellation as per policy, but wait I was advised not to cancel my ticket because I was going to be charged a fee for a purchase I wasn't made aware it went through. I went ahead and provided more information per capital one 's request to continue the dispute. I provided a detailed letter of what happened a screen shot of the purchase appearing on XX/XX/XXXX although I made the purchase early XXXX and the emails I got that my transaction was declined, but every time I submitted documents and called capital one they asked for proof of cancellation although they advised me not to cancel the ticket. How I was going to have a cancellation proof when I had no confirmation of purchase to begin with and I was advised not to call the merchant and not to cancel anything. 

After long hours of conversations with XXXX employee ID XXXX that was very rude and manipulative several times stating that capital one did not send me a message declining the transaction, or that the merchant recharged me the amount, I lost hope and felt abused. Every time I wrote a letter and provided evidence I received the same response, as if didn't even review what I have submitted. 


I want to repeat again the tickets I tried to purchase were declined and appeared on my account after 48 hours without any confirmation or notification. Capital One should be responsible for this mistake and for giving a sudden authorization after declining a purchase without properly notifying that my charge was allowed after being declined.

Company response to consumer: Closed with explanation