Consumer complaint received 2024-10-01 00:00:00
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
State: NY

Complaint narrative:
To Whom It May Concern, On Friday, XX/XX/XXXX, I tried to make a purchase of {$120.00} using my Capital One debit card ending in # XXXX at XXXX XXXX store # XXXX, in XXXX XXXX NY XXXX. I was told by the cashier that the transaction was declined. I explained to her that the declination could not be possible because its a debit card and I knew I had more than {$120.00} in my account. I requested that she please try again, but before she ran it again, I removed one item because I noticed it was damaged. 
The second purchase attempt was for {$100.00}, which the cashier once again stated was declined. Not understanding why it was declined, I proceeded to the self-checkout register and I self-checked out my own items. However, when I, for the 3rd time, attempted to use my Capital One credit card ( Not debit card ), the transaction was declined. Due to 3 declination attempts, I ended resulted with using my XXXX card and paid the {$100.00} for my items. 
When I arrived home, I went online and checked my Capital One debit/credit card account and noticed there were 2 pending charges from XXXX XXXX XXXX XXXX charge for {$100.00} & 1 charge for {$120.00}. If, as per the cashier and XXXX XXXX registers, the 3 charges were declined, I do not understand why there were 2 pending charges on my Capital One account. Following, I quickly contacted Capital One and informed them of what happened. Capital One suggested I go back to XXXX XXXX and explain the 2 pending charges on my account to them, which I did. 
Upon returning to XXXX XXXX the same day, I requested to speak with the store manager, XXXX. I explained to her that when I tried to use my Capital One debit card and credit card to purchase my items earlier, they were declined. She in turn informed me that the store was experiencing system problems that morning but not to concern myself because the charges were only pending and by tomorrow ( Saturday, XX/XX/XXXX ) the charges will be dropped. However, when I checked my account the next day ( Saturday, XX/XX/XXXX ), the charges were still pending and did not drop. 
I went back to XXXX XXXX on Saturday, XX/XX/XXXX and explained to the Assistant Manager what happened. She asked me for my Capital One debit card so she can run a check of any transactions that were made in the XXXX XXXX store # XXXX. She gave me a printout of all my transactions for the past 3 years and the printout did not show a transaction on my debit card in XXXX XXXX store # XXXX for Friday, XXXX XXXX. 
However, it did show a transaction for {$27.00} for Saturday, XX/XX/XXXX the same day as mentioned in the beginning of this paragraph when I returned to the store to inform the store manager the pending charges did not drop off. On that same Saturday, XX/XX/XXXX, I purchased an item for {$27.00} which I needed and forgot to purchase the day before on Friday, XXXX XXXX. 
The Assistant Manager told me that I should contact Capital One again and share with them that the printout from the XXXX XXXX XXXX # XXXX did not show any transaction ( XXXX ) for Friday, XXXX XXXX. 
I went home and proceeded to contact Capital One. When I called them on Sunday, XX/XX/XXXX, I was told there was nothing they can do because the charges are still pending. So, I checked my account every day in hopes that the charges would drop. After getting home from work, on Monday afternoon of XX/XX/XXXX, I checked my account again online and noticed both charges of {$100.00} & {$120.00} were no longer pending. They both went through into my account and {$230.00} was deducted from my account. 
I quickly contacted Capital One to inform them again of the false charges and to start a dispute against the charges of {$120.00} & {$100.00}. 
First, I received a letter from Capital One asking me for proof of both charges. I, once again, contacted Capital One and explained to the representative that it would be impossible for me to prove both charges because my debit card was declined twice. The only proof I would be able to provide was the transaction of {$100.00} on my XXXX card. She stated for me to email the information I had to XXXX, which I did on XX/XX/XXXX. 
On Monday, XX/XX/XXXX, I received a letter from Capital One informing me that my claim was denied. Once again, I contacted Capital One to inquire why my claim was denied. They responded that they did not receive the proof they requested via email, for them further investigate. When I told her that I sent the email, she replied, It was not received. I repeated the email address in which I sent the proof to, and she stated that it was wrong. I was told because my proof was sent to the wrong email address, Capital One would reopen the dispute claim case # XXXX. 
On Tuesday, XX/XX/XXXX, I resent via email ( XXXX ) to Capital One a detailed letter explaining the incident I encountered. Along with the letter, I included a printout of my XXXX account showing the charge of {$100.00} on Friday, XX/XX/XXXX ( which was within 2 minutes of the original change ). ( Please keep in mind that within 3 minutes of purchasing my items in XXXX XXXX store # XXXX, I was charged 3 times on the morning of Friday, XXXX XXXX. ) Lastly, I also included in the email, the printout that was given to me by XXXX XXXX showing every charge on my debit card in store # XXXX, which again shows that there were no charges to my debit card on Friday, XX/XX/XXXX. 
On Friday, XX/XX/XXXX, I received a response from Capital One, requesting for more proof than I already emailed them. Once again, I contacted them explaining to them, I emailed them all the proof that I had that shows the pending charges should have been dropped. 
On Wednesday, XX/XX/XXXX, I received a letter informing me that my claim was denied again. I thought returning back to the XXXX XXXX store # XXXX maybe they can inform me or assist me with providing more information to Capital One to get this matter rectified. I spoke with Assistant Manager XXXX from the store. After explaining to XXXX my situation for XXXX minutes, he assured my he would be able to obtain the information needed for me to forward to Capital One. 
XXXX reached out to the Corporate Headquarters of XXXX XXXX, and they told him that it would take 24 hours to pull the information of all the transactions in the store from Friday, XX/XX/XXXX. I gave XXXX my email address and waited to hear from him. I never did. 
After 4 days, I contacted the store to ask XXXX if he received the information. I was not able to speak with him, so I left my name and phone number for XXXX to return my call. I never heard from him. 
On Sunday, XX/XX/XXXX, I returned to XXXX XXXX and was informed that XXXX had transferred to another store. I asked to speak to the store manager and had me speak with Assistant Manager, XXXX XXXX. Once again, I explained the experience I have been going through since the incident that happened on Friday, XXXX XXXX to XXXX, including my interaction with the previous Assistant Manager, XXXX. XXXX took down my information, email and contact phone number and told me he would further investigate and reach out to XXXX. 
Two weeks went by, and I have not heard anything. I called XXXX XXXX to speak with XXXX and was informed he would return my call. On Sunday, XX/XX/XXXX I decided to return to the XXXX XXXX store # XXXX to speak with XXXX but was informed he was not in. I then asked to speak with the manager and XXXX, one of the store managers, came to speak with me. I once again explained to her the situation I have been going through, which has been a big inconvenience for me. She assured me that she would talk to XXXX. 
Later that afternoon, I received a call from XXXX who told me Corporate informed him there were no declined charges on Friday, XX/XX/XXXX in store # XXXX. XXXX then suggested I should contact Capital One with this new information and dispute the charges once again. I did not believe I should have to contact Capital One again to reopen a XXXX dispute to get denied again. 
It was suggested that I file a police report to have an official document of this situation. On Friday, XX/XX/XXXX, I went to the XXXX Police Precent in XXXX XXXX NY, to file a police report. # XXXX. 
Thank you very much for your time with this matter that I have spent numerous hours on trying to get individuals to understand the situation. 
XXXX XXXX

Company response to consumer: Closed with non-monetary relief