Consumer complaint received 2024-02-18 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem using a debit or ATM card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VI

Complaint narrative:
Dear Sir or Madam : On XX/XX/XXXX, I contacted Capital One to file claims for two payments made to the same merchant for the same reason. That reason was a land-only trip to XXXX on XX/XX/XXXXthat the merchant, XXXX XXXX said that she canceled 1 ) Claim against XXXX  XXXX for {$990.00} paid on XX/XX/XXXX with XXXX Savings Account. 

2 ) Claim against XXXXXXXX XXXX XXXX for {$200.00} paid on XX/XX/XXXX, with QuicksilverOne Credit Card XXXX 

In follow-up by email, on XX/XX/XXXX, I shared the following information with Capital One regarding Claim # XXXX. I also included PDFs labeled XXXX, XXXX and XXXX for reference. 

" On XX/XX/XXXX I made a payment to XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for a land only trip to XXXX scheduled for XX/XX/XXXX 

On XX/XX/XXXX, I texted the travel agent because I had not seen any correspondence regarding the trip and making additional payment. The travel agent said that my trip was canceled on XX/XX/XXXX and that she sent emails. I explained that I did not receive any emails. She has not shown me any emails that she sent! Clearly this is a SCAM. I don't believe that there was ever a trip booked and this person stole my money. 

The attached payment receipt ( PDF ) does not have any information about future payments, a payment deadline or a refund policy. 

I contacted Capital One about this issue and the representative I spoke to apparently did not file the claim correctly. I never stated that I told the merchant not to debit my account and that it was debited anyway. I told her that I paid for a trip that the merchant said canceled and refuses to refund my money. 

Please let me know if any further information or documentation is needed. 

On XX/XX/XXXX, I contacted Capital One again regarding my claims and was provided with the merchant 's response to the dispute. I listed below my responses, by page, to the merchant 's evidence provided to Capital One. 

Merchant 's Evidence Page 1 1 ) Does not show anything that constitutes my receipt of. the listed " evidence. '' Merchant 's Evidence Page 2 1 ) Identifies communication with me is in Appendix 3. I can not locate " Appendix 3. '' 2 ) Shows the dates of my trip booked with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, on XX/XX/XXXX. 
3 ) Indicates a receipt is in Appendix 1. I can not locate " Appendix 1. '' Merchant 's Evidence Page 8 1 ) Shows where I informed the seller that I had not received any correspondence regarding the trip to XXXX. 
2 ) Seller shows a photo taken of a computer screen as opposed to an " email '' sent regarding cancelation.

3 ) Seller 's photo of the computer screen does not show an email or the email address the so-called message was sent to.

Merchant 's Evidence Page 9 Shows that I notified the merchant that I did not receive correspondence from her. 

Merchant 's Evidence Page 10 Shows that I notified the merchant that I did not receive correspondence from her.

Merchant 's Evidence Page 11 Shows where I informed the merchant that she did not contact me by phone or text message regarding the trip.

Merchant 's Evidence Page 13 Shows where the merchant acknowledges that I informed her that I was not receiving trip/payment-related correspondence from her regarding a XX/XX/XXXX trip to XXXX, at least 6 months prior to XX/XX/XXXX. 

Merchant 's Evidence Page 16 1 ) Shows what looks like an incomplete booking for a trip to XXXX on XX/XX/XXXX. This date matches the date in merchant 's evidence on page 2.

2 ) No room number is provided and the merchant has not shown proof that a booking was completed and shared with me. 

XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX has not acted in good faith as the seller of a vacation trip that I booked XX/XX/XXXX. She failed to communicate with me and duly notify me of when payments were due and that a trip cancelation was pending or executed. XXXX XXXX denied me the opportunity to meet any possible terms and conditions for completing purchase of the trip. She is not entitled to keep payments that I made to her toward this trip since she acted in bad faith as the merchant. '' The claim against XXXX XXXX XXXX  for {$200.00}, paid on XX/XX/XXXX, with QuicksilverOne Credit Card resulted in a charge back of the funds to my account. 

The claim against TRAVEL XXXX for {$990.00}, paid on XX/XX/XXXX, from my XXXX Savings Account, has not been reversed. I was told, each time I called to get an update on the claim, that it was denied because the basis for the claim was that I instructed the merchant not to debit my account but she debited it anyway. I've spoken to probably a dozen different representatives and sent multiple correspondences to clarify that the original ( English as a Second Language ) agent incorrectly entered the reason for the claim since I never stated that I told the merchant not to debit my account. To date, I have yet to be contacted by Capital One regarding the company 's error and my losses ( funds + interest ). 

In fact, I received the following in email from Capital One on XX/XX/XXXX. 

" Thank you for your recent email. 

Were sorry to learn you wish to raise a complaint. 

Unfortunately, weve been unable to locate any accounts by manually searching for details using the information provided. 

What Happens Next? 

To enable us to assist you further, please provide us with your full name, any previous names, date of birth and all previous addresses. 

Once were able to locate the account, well be able to move forward with our investigation and hopefully ease your concerns. 

We apologise for any inconvenience this may cause and trust well hear from you in due course. 

Thanks for being a Capital One customer. 

XXXX XXXX XXXX XXXX XXXX '' On XX/XX/XXXX, I subsequently contacted Capital One customer service on " X '' and was contacted back by phone, that same day, by a Capital One customer service representative, who called from ( XXXX ) XXXX, regarding the credit card transaction that was charged back. I confirmed that it was, but not the payment transaction from my savings account. She stated that she was only calling regarding the credit card transaction and that she couldn't see the other claim that I referenced. 

On XX/XX/XXXX, I received the following message on " X '' from Capital One : " Thanks so much for following up. We escalated your concern this past Saturday, the XXXX and advised it may take a few business days. Our Partner team will be in touch soon. ^AT '' I have not been contacted back from the company since.

Company response to consumer: Closed with explanation