Consumer complaint received 2024-12-06 00:00:00
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
State: LA

Complaint narrative:
Im writing this as part of my ongoing dispute with Capital One regarding two charges made on XX/XX/XXXX, for unauthorized amounts. 

The first transaction for {$230.00} USD should have been {$15.00} USD. 

The second transaction for {$120.00} USD should have been {$7.00} USD. 

On XX/XX/XXXX, around XXXXXXXX XXXX, I made two purchases of gasoline at XXXX XXXX XXXX in XXXX, XXXX XXXX, XXXX to fill up the 40L gas tank of my rental car, a XXXX XXXX XXXX XXXX. 

At no point did I exit my vehicle, as the gas station wasnt self-service, and the convenience store on the lot was closed for construction. XXXX attendants, both wearing XXXX XXXX uniforms assisted me. XXXX pumped the gas and the other took my payment utilizing a handheld reader to complete each transaction, instead of the actual fuel pump. 

For the initial transaction, I requested exactly XXXXXXXX XXXX XXXX ( {$15.00} USD ) of gasoline. For the second transaction, I requested exactly XXXX XXXX XXXX ( {$7.00} USD ) of gasoline. I verified these amounts on the fuel pump ; however, the attendant who took possession of my card for payment did not show me the handheld credit card reader where he input the inflated amounts charged to my credit card. Nor was I given a receipt from that device or asked to sign anything. The two printed receipts I was given for the two transactions came from the pump itself and seemed correct at the time : Transaction # XXXX : XXXX XXXX ( using the conversion rate for XX/XX/XXXX, that would equal a {$15.00} USD credit charge ) Transaction # XXXX : XXXX XXXX  ( using the conversion rate for XX/XX/XXXX, that would equal a {$7.00} USD credit charge ) At no point was cash exchanged, nor was my signature obtained during this transaction. 

The following day I noticed the inflated amounts pending on my credit card but thought this to be some sort of conversion error, as the receipts I was given appeared accurate. 

On XX/XX/XXXX, when the two charges were posted, I tried calling the merchant number listed online, as I was no longer in XXXX but the number was out of service. I then contacted XXXX XXXXXXXX directly via XXXXXXXX XXXX XXXX denied the receipts were from their company and told me to visit the website printed on the bottom of the gas station receipts I had received. That website address was inactive. 

Upon further outreach on XX/XX/XXXX, the XXXX XXXX representative stated that an incident report was filed. Additionally, in an email in response to the report, they told me the employees responsible were fired. During this communication, XXXX XXXX agreed to refund me in full ( {$350.00} ). However, instead of issuing a refund to my cardXXXX XXXX XXXXXXXX requested my bank account information and an international code. This seemed to pose a significant security risk, so I filed a claim with Capital One that included the receipts I was given and documentation of communication that I had with the merchant to ensure their involvement with the process. 

Unfortunately, after uploading substantial amounts of evidence ( attached ), in both XXXX and XXXX, and 12 phones calls totaling over 11 hours and 30 minutes of phone time with Capital One agents between XX/XX/XXXX when I received my first dispute update letter denying my claim until XX/XX/XXXX. To this day my claim has not been resolved with a refund directly to the credit card on which the transaction occurred. 

During my interactions with Capital One agents I learned that XXXX XXXXXXXX sent Capital One falsified receipts, including forgery of my signature. Upon further comparison of the receipts I received during the transactions and the forged receipts sent to Capital One, I noted that they are almost completely different, with my receipts showing cash transactions- not credit card, and conflicting timestamps. To reiterate, at no point was cash exchanged, nor was my signature obtained during this transaction. 

XXXX XXXX has admitted to fault and failed to refund my credit card despite my multiple efforts throughout this process. I am relying on CFPB to help resolve this matter. I trust this information will substantiate my claim and lead to a prompt resolution in the form of a refund totaling {$330.00} USD ( the amount of the fraudulent charges {$350.00} minus the cost of the gas received {$22.00} ). 

I kindly ask for your assistance in resolving this matter swiftly. Please let me know if any additional information or documentation is needed. 


Attached : - Copies of the receipts issued and provided to me at the XXXX XXXX XXXX XXXX XXXXXXXX on XX/XX/XXXX, showing the correct amounts of XXXXXXXXXXXX XXXX XXXX ( {$15.00} USD ) and XXXXXXXX XXXX XXXX ( {$7.00} USD ) that I agreed to pay, along with the amount of fuel I received17.8 liters. 

- The fuel rate at the time, as indicated on my receipt, was XXXXXXXX XXXX per liter. Based on the charges of XXXX XXXX ( {$350.00} USD ), this would equate to 344 litersan amount far exceeding the 40-liter tank capacity of the XXXX XXXX XXXX I was driving. 

- Copy of the car rental agreement, stating the make and model of the car I was driving, with my signature, as well as the starting fuel level when I received it5/8ths full ( approximately 25 liters ). 

- Screenshot of the vehicles specifications confirming its fuel capacity of 40 liters and a fuel economy rating of 14.4 km/L. 

- XXXXXXXX XXXX  timeline providing detailed documentation of my location and travel activity, including how many miles I drove. From XXXXhe point of car rental pick-up at XXXXXXXX XXXX on XX/XX/XXXX to my stop at the gas station on XX/XX/XXXX around XXXXXXXX XXXX I drove approximately XXXX miles ( XXXX km ), using about 7 liters of fuel. This would have left roughly 17.9 liters in the rental car 's tank when I arrived at the XXXX XXXX XXXX 

- Initial correspondence with the merchant via XXXX - English and XXXX  - Follow-up correspondence with the merchant via Email - English and XXXX XXXX  Forged signatures submitted by the merchant to XXXX, as found in my XX/XX/XXXX Dispute Update letter. These can be compared to my authentic signature on the car rental agreement. 

- Receipt from the merchant for a refund they claimed to have sent on XX/XX/XXXX, using the information provided to me by a Capital One agent on XX/XX/XXXX, at XXXXXXXX XXXX. This refund never materialized. 

- Recent online reviews from other customers describing similar interactions at the XXXX XXXX XXXXXXXX XXXX XXXX 

- A photo of the XXXX XXXX XXXXXXXX XXXX XXXX taken around the same time I was there, showing the convenience store on the lot closed and under construction, with fuel being the only service available for purchase. 

- Reference number of my complaint submitted to Consumer.gov about the activities that took place at the XXXX XXXX XXXX XXXX XXXX 

- Call logs with Capital One agents from XX/XX/XXXX to XX/XX/XXXX, indicating a total of 11 hours and 30 minutes spent speaking with Capital One representatives in an effort to resolve and seek assistance with this dispute. 

- Call log trying to reach out of service merchant number that was out of service. 

- Call log with merchants representative XXXX XXXX XXXX who apologized and stated they would issue a refund which again never materialized, as well as the email reiterating this after the call. 

- A screenshot of all the dispute update denials from Capital One I got with every piece of evidence I submitted. These denials mentioned missing information needed to validate the dispute, but every time I called Capital One to find out what that was no agent could tell me. 

- Screenshot of the out-of-service domain that was printed on the receipt given to me.

Company response to consumer: Closed with monetary relief