Consumer complaint received 2024-11-15 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: WA

Complaint narrative:
On XX/XX/XXXX, I purchased XXXX tickets to an event ( taking place on XX/XX/XXXX ) at the venue XXXX XXXX in XXXX via their ticketing merchant- XXXX. 

The tickets were ~ XXXX $ each and there was a processing fee of XXXX $ which brought the total to XXXX XXXX 

The website was a bit slow to load so my purchase took a few minutes to load/submit but I knew it went though because I saw the Order Received screen and closed out- assuming I would receive the tickets before the show via my email that I had provided. I never received said email or any contact from XXXX or XXXX. 

I also noticed that there were XXXX charges for XXXX was on my statement pending but I assumed that since obviously this was a duplicate charge it would probably get dropped before it settled on my statement. 

On the night of the XXXX I still had no emails or anything from XXXX and so XXXX prepared to just show my credit card statement to the people at XXXX in order to gain entry. Luckily, they just took my ID and found the reservation for XXXX guests that way and let us in. I mentioned the XXXX charges to the people at XXXX XXXX as well. 

On XX/XX/XXXX when the XXXX charges remained on my Capital One statement, I reached out to their dispute department via phone and began a dispute for being double charged. 

The venue and XXXX responded to the dispute and said that I had intentionally made XXXX identical separate transactions within XXXX minutes of each other and argued that because I did not resolve the issue before the event that its a loss and its my fault etc I have also directly contacted XXXX XXXX and XXXX  via email and theyve essentially told me that its not their issue to resolve. 

The thing that they never addressed in their rebuttal-is the fact that I never received an email with tickets or an invoice or anything so-even if I had intentionally made XXXX identical purchases in a row and paid a combined XXXX $ in processing fees, ( which is painfully obviously not the case ) I was not given the opportunity or access to see that I had XXXX distinct orders in my name and a total of XXXX tickets- thus robbing me of the ability to transfer or return the extra XXXX tickets and recoup the XXXX on their platform before the event instead of via a dispute. Otherwise- I absolutely would have resolved the issue with them before the event but I had no reason to think that there was anything wrong with my order until it was too late to work with them directly. 

Also, in their rebuttal/evidence- they only show that there were XXXX scannable tickets and they have it on record that XXXX people checked in to the show not XXXX. ** I will attach proof of this below. 

As a ticketing platform, they have a responsibility to send tickets to the consumer before the event which they failed to do. Also, they have a responsibility as a merchant to maintain a website that does not freeze midway through a purchase and charge the customer twice and not make any attempt to correct what is clearly a processing error. I also feel that Capital One failed in not dropping XXXX of these charges on their own while they were pending. 

I just want my XXXX $ rightfully refunded to me as this has been a huge headache that I never would have imagined would result from what is clearly an issue of inefficient XXXX XXXX and payment processing on XXXX  end and also a failure at consumer protection on Capital Ones part.

Company response to consumer: Closed with explanation