Consumer complaint received 2024-07-25
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CAPITAL ONE FINANCIAL CORPORATION (CA)

Original Issue : My wifes debit card was compromised and they took several dollar amounts out before Capital One 's fraud detection caught it. 

The original compromise happened on XX/XX/year>,, we immediately filed a dispute, with the fraud case # XXXX We were given the temporary credit on XX/XX/year>, for {$330.00}. 

I disputed the charges and they gave me a provisional credit. We were then able to get the issue resolved and the money was returned to our account. Today on XX/XX/XXXX, they took the money back out of our account and reversed the charges, when I called to find out why they had done this, they said that since I was given a temporary credit, they were allowed to take this back out of our account. On their website for fraud disputes it says- We may provide a temporary credit on your credit card account for the disputed amount and related fees and interest. 

Which was true, they did give us a temporary credit, the merchant was found to be responsible in this case. According to the same page, - The merchant is found responsible If this happens, well make the temporary credit permanent. 

After speaking with them on the phone, they have said otherwise and removed the amounts out of our bank account. 

Credit Reversal from Temp Charges XX/XX/year> : XX/XX/XXXX Credit Adjustment - XXXX  Credit Reversal - {$160.00} Appears on statement as : Credit Adjustment - XXXX  XX/XX/XXXX Credit Adjustment - XXXX XXXX XXXX Credit Reversal - {$54.00} Appears on statement as : Credit Adjustment - XXXXXXXX XXXX XXXX XX/XX/XXXX Credit Adjustment - XXXX  Credit Reversal - {$110.00} Appears on statement as : Credit Adjustment - XXXX  Email from Bank, XX/XX/year> : Your disputes have been resolved Re : Claim # XXXX XXXX XXXX, Good news! Your disputed transactions have been resolved.

The below merchants have credited your account. 

Issues resolved with merchants : Merchant : XXXX  Date : XX/XX/year> Amount : {$110.00} Merchant Credit : {$110.00} Outcome : You received full credit from Merchant Merchant : XXXX  Date : XX/XX/year> Amount : {$160.00} Merchant Credit : {$160.00} Outcome : You received full credit from Merchant Merchant : XXXX XXXX XXXX Date : XX/XX/year> Amount : {$54.00} Merchant Credit : {$54.00} Outcome : You received full credit from Merchant Site Dispute Credit Charge Page : https : //www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/ After you file a dispute Once you submit your claim, heres what to expect : Capital One will act as the " go-between '' for you and the merchant, working on your behalf. 

We may provide a temporary credit on your credit card account for the disputed amount and related fees and interest. 

We might also place a hold on your available credit for the same amount. 

Within 90 days, the process will be concluded and youll receive a message either online or in the mail that provides more details about the claim decision. 

View statements & documents There are three possible outcomes : The merchant is found responsible If this happens, well make the temporary credit permanent. 

The merchant is not found responsible In this case, well remove the temporary credit and the original charge will be reapplied to your account. 

The merchant is found partially responsible In this case, well remove the temporary credit and a portion of the original charge will be reapplied to your account. 

If youre not satisfied with the outcome, the message you get from Capital One will explain how to appeal the decision.