Consumer complaint received 2022-07-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
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:
On XX/XX/2022 I was notified via email correspondence from XXXX of two separate flagged orders. The Curbside Pickup orders had been automatically canceled by XXXX. I contacted XXXX customer service, XXXX local store and secured my account. 

Due to multiple pending {$1.00} XXXX mobile gas charges from the same area, I waited to contact capital one Fruad until XX/XX/2022. 

On XX/XX/2022 around XXXX am XXXX. I contacted Capital One to open a Fruad case on two transactions of {$190.00} each from XXXX XXXX XXXX  # XXXX. I explained the XXXXXXXX XXXX subscription of {$12.00} is being refunded as it posted. 

I received an email confirming opening the XXXX case with capital one with the XXXX above mentioned charges. Subsequently the email came quiet fast after talking with the agent. 

On Wednesday XX/XX/2022 I noticed the two charges of {$190.00} are still pending, yet the {$12.00} charge refund had posted. Over the next two days from XXXX I called capital one an was given various information. 

The charge should fall off tonight after midnight agent on XX/XX/2022. 

I have checked with the back office and its fallen off, your account should be corrected by tomorrow call back if its not Sr. Account advisor XX/XX/2022. 

Today XX/XX/2022 I attempted to make a purchase and was unsuccessful. I checked my account via the capital one app and website ( Screenshots attached ) to find the issue still not resolved. 

On XX/XX/2022 @ XXXX pm EST I contacted capital one and spoke to a Sr. account manager in Fruad. In short she stated that due to the charges being flagged as Fruad, the case was still open. Thus my account still had no provisional or permanent credit. I responded by asking her since the charges had fallen off both of {$190.00} and the Fruad case on the {$12.00} had been closed, exactly how is this the case? 

I referenced 12 CFR Part 1026 ( Regulation Z ) if myself nor the company ( Capital One ) has occurred any damages or loss since the two pending authorizations fell off for processing, how is my account still held up. 

She stated she is the highest escalation, she would submit a formal complaint. The formal complaint might reach out and she could not give any legal dept info or ref to complaint or XXXX. 

In closing I have not used my capital one card since my last payment of {$300.00} posted XX/XX/2022. 

My balance due should be XXXX, my available credit should be {$300.00} and my points should be XXXX equaling {$15.00} back in my rewards bucket as requested on Wednesday XX/XX/2022. 

Capital one is illegally withholding my availability of credit, violating regulation Z with regard to fraudulent charges and process, and processing times. They are also not forthcoming or transparent on the rights of consumer and how to handle escalations if the situation requires higher attention. 

Regards, XXXX XXXX

Company response to consumer: Closed with explanation