Consumer complaint received 2025-01-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AL

Complaint narrative:
On XX/XX/XXXX while using the XXXX XXXX website as a " guest '' within an XXXX  phone, checking prices for a flight for another party, I was only allowed to see the final price and confirm payment after Capital One credit card services used their XXXX XXXX which required the credit card being physically held to my mobile device, in this case, a XXXX XXXX XXXX ( XXXX  operating system ). The XXXX process uses near-field communication-enabled authentication technology ( XXXX  ) created by Capital One which was not functioning properly and reverted back to the merchant site time after time until a final attempt was made, and out of concern, I took a screenshot with my mobile phone, at which point the software denoted, " Verification complete, " Your transaction has been verified. '' You can now return to the merchant site to confirm your purchase ''. This was both a contingent and congruent portion in order to review a final price back to XXXX XXXX, for making a pruchase on review of all terms and conditions and agree to the charge for the booking reservation. However, this never occurred, istead of being sent back to the merchant website XXXX XXXX, the wesbite simply pointed back to a splash page of XXXX XXXX and no information about the charge was provided although a transaction was made without my permission. I informed XXXX XXXX in an attempt immediately, but they had no working telephone number and their chat support would not reach any person. I incurred expenses doing this. I then followed back up in another attempt with a XXXX XXXX representative chat on XX/XX/XXXX who said all sales are final and no cancellations allowed even though I explained I never authorized the purchase and was only following their website technical process to review the final price it went unheard on deaf ears. I filed a credit card dispute with Capital One as included portions, in which Capital Once provided a {$0.00} credit and denied the {$95.00} leaving {$94.00} remaining. On XX/XX/XXXX I called Capital One after they denied my dispute regarding XXXX XXXX 's response because the facts laid out here were never addressed, and XXXX XXXX could not show that I made the purchase and instead used only example story illustrations to respond that their IT department confirmed there were no system issues on the given date of the transaction. Then, I explained to a Capital One dispute resolution employee on this day that it was a cogent argument, with the XXXX  process XXXX as explained is faulty and XXXX XXXX implementation having a programming error or fraud. In fact, I requested a U.S. representative as initial was a foreigner in the XXXX who was not able to understand English dialect language and the U.S. representative once made contact was unable to logically comprehend larger words or the issue at hand being the XXXX Capital One software issues with the merchant site. They refused to follow the dispute as their XX/XX/XXXX ; Case Number : XXXX specifically lays out and ignore plainly that XXXX  on Capital One is a malfunctioning bug error because I never agreed to the purchase for the ticket. I was simply charged as soon as I placed the credit card near the phone 's XXXX and the merchant sent me nothing, which shows I agreed to their charges for the ticket, terms and conditions, and they also charged insurance which was never elected. The Capital One representative told me the screenshot was not enough to validate my argument without considering the argument. Pages 4-6 as XXXX XXXX states in their response shows full agreement for transaction process but this is not true and they simply insererted mock ( made-up ) information such as adult guest sdvsfvgf, czssdv. I never had a chance to review the booking summary because Capital One XXXX  XXXX  simply charged the account with XXXX XXXX and left the website on its main page. I demand a full refund.

Company response to consumer: Closed with explanation