Consumer complaint received 2023-12-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit 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:
Capital one dispute case statement This is what was sent to Capital One as or statement : On WednesdayXXXX XXXX, night at approximately XXXX my family flagged down four taxis for a group of 11 at the XXXX XXXX for a trip back to our hotel, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Due to the size of the group, we had to split up and ride in separate cabs. My wife and two child family members were the first to leave and rode with the driver of the disputed taxi. My taxi was the last to leave but first to arrive at the hotel. The driver of the disputed charge was the last to arrive and was approximately 5 minutes later than my ride. My wife felt he was purposely taking a longer route and was starting to worry for the safety of the children and herself. The charge for the first two taxis to arrive were both in the XXXX euro range. The third was XXXX and the driver of the disputed taxi said the fare was XXXX euros ( his meter confirmed the amount stated by him ). My wife asked the driver if he could do tap payments, he asked if she had cash, and she stated that she only had credit at that time. He took the card from her and put it in his reader. No receipt was provided and nothing was signed for acknowledging the amount. The driver left before we got the first notification that a suspicious charge had been processed. We have no contact information for the merchant and are unable to contact them to resolve this charge. We were willing to pay the XXXX euros that the ride should have cost with him taking the longer route and milking the meter, not {$1000.00} that the driver is attempting to charge us. 

We provided the following information to Capital One to support our statement : Credit card statements from other family members were included as well.These show other taxi rides including one of the other taxis back from the XXXX that night ( {$15.00} ). The most expensive rides were to the XXXX XXXX and from the XXXX airport to the hotel that day ( XXXX kilometers ). We did not use our card for taxis after this incident but you can refer to our statement for evidence of where we were that day, what the rides cost in XXXX during the trip, and how it would be impossible to rack up such a charge with so little time. 

We called Capital one immediately after the first text came in reporting the suspicious transaction. The fraud department agent informed us that we should report it as fraud and cancel the card. On XX/XX/ we received an email from Capital One informing us that the fraud claim had been denied because we benefited from the transaction. We called Immediately after that email and spoke to a fraud agent that informed us that we should have reported it as a disputed charge since we had knowledge of the transaction. We submitted all available paperwork ( receipts for the XXXX XXXX we visited right before the ride, a map of the route, and statements from other group members to show what the charge should have been. On XX/XX/XXXX we received another email informing us that the disputed charge claim was denied because we did not provide all the requested information ( the letter did not specify what information was missing ). We called Capital One again and were told that since we were unable to provide a receipt from the merchant they would not be able to help us and that we would be responsible for the entire amount. When I asked if they had contacted the merchant, the fraud agent stated " How can we if you didn't provide a receipt. '' We reminded him that the driver took our card from my wife, swiped it, gave it back, and then left without having us sign anything or providing a receipt. The Capital One agent said there was nothing they could do and were closing out the dispute.

Company response to consumer: Closed with monetary relief