Consumer complaint received 2024-02-22 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: FL

Complaint narrative:
On XX/XX/XXXX, while in XXXX XXXX, I received an email from Capital One Visa asking if I recognized a charge on my account for {$530.00} that was made on that day. I immediately responded by clicking on No, Somethings Wrong. ( Please see screen shot of this email in the uploaded documents ). I ended up speaking with XXXX, at Capital One, and I told him that I had not made that charge and they needed to cancel my card which he did. Even though cancelling my card while I was in XXXX was a big inconvenience, I assumed that the issue would be resolved by Capital One and I would not be responsible for this erroneous charge. To my dismay, upon returning to my home in the US, a letter in the mail from Capital One, dated XX/XX/XXXX, stated that they found insufficient evidence of fraud and that I was responsible for the disputed charge of {$530.00}. ( This letter is included in the uploaded documents ). 

On XX/XX/XXXX, I called Capital One Visa to express my disappointment over their lack of customer protection and their lack of investigative due diligence in regard to this matter. I spoke with XXXX who said that she would send me the information I needed to file a dispute. On XX/XX/XXXX, I received a one-page Information Form which I completed. ( This form is included in the uploaded documents. ) Many of the questions on the form did not relate to my situation so I wrote a letter to give them all the details. I also included information from the internet as evidence that I am not the only person to experience being charged incorrectly by XXXX XXXX XXXX. ( This information is included in the uploaded documents. ) My sister and I were in XXXX XXXX from XXXX XXXX XXXX XXXX to attend a destination wedding of our cousins daughter. We stayed at the XXXX XXXX, XXXX XXXX XXXX XXXX, both nights. After eating brunch at our hotel on XX/XX/XXXX, we spent a few hours at The XXXX XXXX XXXX in XXXX XXXX prior to wedding. When we were ready to depart the museum, we asked the girl at the help desk to use my phone to order an XXXX for us since neither of us spoke XXXX. My sister was wearing an XXXX XXXX XXXX  so it took us a little longer than normal to walk the distance from the museum to the street where we were to meet the XXXX. Unfortunately, by the time we reached the location, we did not see any XXXX cars. We waited about 10 minutes and then decided to take a taxi which there were several waiting in a que close by. We negotiated the cost of the ride back to the XXXX with the taxi driver to be the equivalent of {$8.00} US. 
When we arrived at the hotel, we attempted to pay him with a {$500.00} peso bill but he said he didnt have change. We had nothing smaller than a {$500.00} peso bill so he said I could pay by a credit card. I asked him for a receipt and he said if I gave him my cell phone number he would text it to me. I did not sign anything and I never got the promised receipt for the taxi. I dont have any information about the taxi company or the driver or who this merchant is. As far as I can determine, this is NOT really a merchant. As you can see from my credit card statement, I never got charged for the taxi. Instead, he either used my card information by possibly using a chip reader connected by XXXX or a credit card scanner or he entered the wrong amount of the cost of the taxi ride. You will also see from the credit card statement, there is a {$1.00} charge from XXXX. This is because an XXXX did show up at the museum but considered it a no show. I am not disputing the XXXX charge but it will give you verification that we were at the museum and the time of day that this took place. 
The email sent to me by Capital One questioning the charge of {$530.00} was sent at XXXX. That is approximately the time that we returned in the taxi to the hotel. I also wonder why the charge in question by Capital One reads Approved rather than Pending since they hadnt contacted me yet to approve or deny the charge? 

I have been a customer of Capital One Visa since XX/XX/XXXX and have never paid late or filed other disputes. I also have a very good/excellent credit score. I am including several of the many complaints against Capital One for their lack of consumer protection as well as examples of this known fraud that is happening in all parts of XXXX. Capital One is obviously aware of all these complaints yet they still don't do anything about it except for make their customers pay for their lack of protection.

Company response to consumer: Closed with monetary relief