Consumer complaint received 2025-12-16 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: IL

Complaint narrative:
On XX/XX/XXXX, when I was chatting with a friend in XXXX outside a restaurant we had just eaten at, I was approached by several individuals who asked around XXXX PM if I could donate funds for a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  with XXXX man going by the name XXXX XXXX, who said that he was part of the XXXX XXXX  to assist with the XXXX. Initially, I asked if I could donate by cash, but the individuals strictly said that they would only accept credit. So I decided that I would donate XXXX dollars via my Capital One credit card ( ending in XXXX ) and given it to XXXX XXXX so he could tap to pay. However, XXXX told me he was having difficulty processing the charge and then requested that he look at my phone to resolve the issue. Wanting to complete the donation quickly so that I could be on my way, I had given my phone to XXXX. XXXX was able to process my donation and had texted me a receipt around XXXX PM saying that I had donated XXXX dollars as well as providing my name and email to XXXX of their notebook to track the donations. Several hours later from approximately XXXX PM the same day, I noticed that my Capital One app was missing and when I redownloaded the app to look at my recent transactions, I would discover that I had been charged XXXX dollars. To resolve the issue, I initially called Capital One, who had informed me that I should directly call the merchant to resolve the issue. So, from XXXX to XXXX I would call the number that was included in the receipt to see why the amount was much higher than I was willing to donate. Initially, the person who picked up the phone, who I presumed to be XXXX, had abruptly ended the call, or was unwilling to provide a reason as to why I was charged XXXX dollars. It was only until XXXX, the XXXX time I called, the person I assumed to be XXXX reassured me that the processing transaction would change to XXXX dollars. Around XXXX PM the same day, I would log on my Capital One account to find that the same charge of {$3000.00} had been declined XXXX times before I saw the pending charge of {$3000.00} that XXXX declined. However, when the transaction was processed on XX/XX/XXXX, I saw that the XXXX dollars was posted permanently onto my account. I contacted Capital One and disputed the charge, providing the only receipt of XXXX dollars I was given by XXXX. However, the dispute was resolved on XX/XX/XXXX in favor of the merchant where the individual provided a receipt of {$3000.00} which I was not sent when the transaction took place. Since then, I had changed my credit card ( ending in XXXX to XXXX ) and I had provided additional proof that I contacted the merchant, presumably XXXX, to Capital One, with a letter detailing the situation mentioned above that took place only to have the dispute resolved in favor of the merchant on the morning of XX/XX/XXXX.

Company response to consumer: Closed with explanation