Consumer complaint received 2024-06-13 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: NY

Complaint narrative:
In summary : Despite XXXX confirming these orders were canceled due to unauthorized access, and despite providing detailed information and documentation, XXXX out of XXXX disputed transactions have been rejected by Capital One. 

We provided comprehensive documentation, including : XXXX cancellation emails confirming the orders were canceled due to unauthorized access. 
Screenshots of the order status indicating they were removed from our account. 
Detailed lists of transactions with dates, amounts, and corresponding orders. 
An explanation of the delay in opening a dispute due to transaction complexity, exchange rate variations, XXXX split charges, and efforts to resolve with the merchant XXXX. 

Given the complexity and the time required to identify the erroneous charges, these disputes should have been considered on their merits despite Capital One 's arbitrary 60-day deadline. Our documentation clearly supports that these charges were unauthorized and should be refunded. 

~~~~~~~~~~~~~~ In detail : Between XX/XX/XXXX and XX/XX/XXXX XXXX XXXX ( .XXXX XXXX XXXX XXXX XXXX XXXX ) charged us a total of {$32000.00} over 23 transactions and two Capital One accounts for orders which XXXX claims to have canceled. According to emails from XXXX they canceled the orders because : " an unauthorized party may have accessed your account ''. 

We confirmed each order had been canceled by accessing the status of each in our XXXX account which returns a message stating : '' We recently detected unauthorised activity on your account and have removed this order from it. '' We have a very high volume of large transactions from XXXX XXXX on our card statements and reconciling each transaction to its associated XXXX order border on impossible due to the volume, daily variation of exchange rates, XXXX 's habit of breaking up charges for one order into an arbitrary number of separate charges, and XXXX 's inaccurate presentation of the way the charges have been split. 

Because of the above, it took us time both to identify that we had been erroneously charged and to find exactly which transactions were invalid. 

We spent time attempting to resolve the matter first with XXXX, but without success. 

We initiated a dispute with Capital One on XX/XX/XXXX and on XX/XX/XXXX received notice that the 3 most recent transactions had been refunded, but for the remaining 20 transactions totaling {$28000.00}, the disputes were being rejected as Capital One wanted additional information. 

On XX/XX/XXXX we reopened the cases with Capital One, supplying the requested information. 

On the same day and the following, Capital One rejected all of the disputes citing either that submissions lacked requested information ( untrue ), or that they could not reverse the transactions because they were past a 60-day deadline.

Company response to consumer: Closed with explanation