Consumer complaint received 2024-01-24
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION (MS)

Below I provide you a chronology of the 100 + day process I have endured to attempt to be refunded by XXXX for an unauthorized and fraudulent charge of {$1400.00} posted by a XXXX broker website called XXXX in XXXX NJ for a passenger I do not know ( XXXX XXXX ) from a location I do not live ( XXXX, GA ) roundtrip to XXXX, AZ ( ticket # XXXX ). 

XXXX First ticket purchased ( ticket # # XXXX ) by me on XXXX for my elder aunt, XXXX XXXX to return to XXXX. When email confirmation came, it was clear the system had substituted my name for XXXX XXXX as the passenger ( presumably because I had logged in with my XXXX XXXX account ). 

XXXX I immediately initiated a chat with XXXX, who was able to cancel the ticket in question and instructed me to reschedule the ticket online. 

XXXX Fraudulent charge by website/broker XXXX for XXXX XXXX XXXX 
XXXX XXXX Ticket # XXXX I immediately disputed the charge of {$1400.00} online. 
The charge was temporarily credited pending investigation. 
In the dispute process, I inadvertently provided an incorrect ticket number ( transposing this fraudulent ticket # XXXX with my aunts XXXX ticket # XXXX that XXXX had canceled ). 

XXXX Chat with XXXX XXXX XXXX checking on status of refund. She noted it was pending. 

XXXX Capital One letter to XXXX noting XXXX responded to dispute with the fraud ticket information, insisting it was a legit charge. Capital One closed the dispute and reapplied the charge to my account. 

XXXX XXXX letter to Capital One submitting requested documentation. 

XXXX Capital One letter to XXXX re dispute update unable to assist with claim and referred me to XXXX to resolve myself. 

XXXX XXXX chat with XXXX XXXX, who indicated the refund would take 7 business days + 2 billing cycles + 1 week to show as credit on my credit card. 

XXXX Chat support with XXXX and supervisor XXXX for over 2 hours during which we discovered the fraudulent activity was booked by XXXX online ( no card was presented at POS ). They referred me back to Capital One to resolve. 

XXXX Telephone call with Capital One Fraud Department. Explained the error in documentation of earlier dispute. Requested reopening of dispute based on new information from XXXX Chat that the fraudulent activity was booked by XXXX online. 

XXXX Capital One letter re : will not reopen dispute despite knowledge of fraudulent activity. 

XXXX XXXX letter to Capital One re good faith attempt to resolve prior to complaint. 
XXXX XXXX email to MS Attorney General requesting guidance referral to several federal regulation departments. 

XXXX Letter from Capital One re : my request to cancel the compromised credit card number and reissue a new number + credit for disputed amount pending response from XXXX. 

XXXX Capital One letter that fraud investigation is now resolved but merchant can recharge. XXXX immediately recharged the account. 

XXXX Letter from Capital One reversing credit again, noting it is now too late to dispute the charge that must occur within 60 days. I have fully exhausted the investigation process by Capital One, who refuse to credit a charge they are aware is fraudulent. 

XXXX Emailed online XXXX requesting refund of the charge. No response. 

XXXX Letter to XXXX XXXX Chief Customer Experience XXXX XXXX XXXX ( XXXX first class mail with signature required ), outlining the complaint and that I wish to resolve directly with XXXX. 

XXXX Complaint filed with the Consumer Financial Protection Bureau. 

I have copies of all letters, chat sessions, statements, etc.