Consumer complaint received 2024-03-14 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: GA

Complaint narrative:
I purchased what I thought were tickets for a concert. I learned after the purchase that it was a scam and tried to get either needed information to verify tickets or insist on cancelation with vendor. Both requests were declined and subverted. 
I then filed a dispute with Capital One. They denied the dispute based on vendor response I had not tried to cancel. 
After I appealed the declination and submitted documentation showing I had in fact tried to cancel, that the ticket seat numbers were missing and they were not real tickets and that I had not received said tickets, I was denied again and told that vendor had supplied concert tickets, despite me showing data, from the vendor, that they had in fact not sent tickets. I disputed based on it being a fraud. 

I continuously tried to escalate with credit card company. 
Previously, I had to submit the dispute itself more than once, 3 times total, to get it initially processed due to Capital One 's failure to execute : once online, then again by phone, then again by phone to complete the full dispute amount as second submission was not processed properly. 
After appeal denial and during escalation discussion, after repeatedly questioning the dispute manager how they could deny on claim I received tickets despite clear documentation I had not and her being terribly rude in the process, I eventually lost my temper with a manager for mishandling the dispute and being denied opportunity to escalate further despite asking. 
I called her a name and hung up. 
When I called back in to reach someone else, which previous manager left open to do but stated I would be told the same, I received different information from a new rep in dispute dept. and was asked to wait it out until concert date and then to resubmit once tickets were not received after guarantee date. 
I noted my previous call, the outcome of it, and was told a complaint had been filed on my behalf for the shortcoming in customer service and lack of adherence to policy. 
For reference, concert date is XX/XX/XXXX ; guarantee date is XX/XX/XXXX. 
Two weeks later I learned I was removed from our Capital One credit card account my husband and I share when my card was declined and my husband called me to ask why he got an email stating I was removed from our card and if I did it for some reason. My own separate Capital One card I've had for over a decade was also canceled causing damage to my credit score. 
All credit card auto payments were impacted and our personal vendors told " do not honor '' suffering reputational and credit damage. 
This impacted my son 's after school program, our child care, as they canceled the card prior to us even receiving notice on what had happened. My husband tried to call and was told it was so new they had no data on what happened. I tried to call and was told I was not authorized and my husband had to contact Capital One. 

This is all over a purchase scam I properly reported to Capital One 3 times and provided requested documentation. 
Capital One did not submit or process the dispute properly or within any kind of consistent policy and the manager in dispute escalation did not act with good faith or integrity. 
I was retaliated against and have suffered credit and emotional and mental damage and we could have been denied childcare had the after school program not immediately notified us of the " do not honor '' notice.

Company response to consumer: Closed with explanation