Consumer complaint received 2024-11-06 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: NC

Complaint narrative:
I realized that it was fraud while charges were still pending and everything I googled about it says that you can't file dispute or anything to stop transactions while pending and I had no choice but to wait until transactions posted on the account. So I kept a very close eye on it and within a few hours of them posting. I immediately contacted Capital One Customer Support and filed dispute claims. I am attaching below the email I sent them after waiting all day around my house for a delivery that they never intended to be delivered in the first place. Before I sent email to merchant I XXXX  went to the XXXX profile of the merchant that I had made the purchases with, and they were gone! They disappeared along with most of the conversation between us ( because you are given stealingthe option to unsend messages that you have sent, but only your messages can be deleted for both parties ) as well as the whole I searched for the profile and it was as if they didn't exist anymore. Right then I realized that I was not going to be getting my deliveries from them and they had set it all up with the intentions of the money I paid for the items. I was devastated because I had made arrangements to sell a bunch of specialty food items at a bake sale at an event that was raising Money for my son 's school to be able to go on a class trip to XXXX as a senior class trip. But a lot of the kids parents were not able to afford for them to go, so a few XXXX members ( like me ) volunteered to help raise the money. 
And the items that I thought were valid and real were a large portion of my contribution to the bake sale. Such items as XXXX XXXXXXXX XXXX XXXX  at {$12.00} dollars a jar. Homemade hand tossed tortillas and a few others but that has nothing to do with the reason I'm very upset with what Capital One has handled the complaint. So the actual report of the dispute to customer service she was very nice I was very very happy with how understanding and reassuring she was that everything was going to be okay and that she's definitely going to make sure that I got my money back she said within XXXX to XXXX days I would be issued a credit and that I could utilize that credit because the dispute investigation could take up to 90 days and if it wasn't fair for me to have to wait and besides that is mastercards policy when you've been defrauded your scammed and I have attached multiple screenshots of their policy and it's the policy that Capital One has sworn to uphold now I received the dispute credit on my account early this morning about I forgot what time it was like XXXX or XXXX in the morning. Then I you it was the the credit {$270.00} to my account I spent {$43.00} on XXXX charge. Then a couple hours later I was sending a payment through wise to purchase some more specialty items at the last minute for this weekend 's fake sale. And it declined my purchase I didn't notice that I have received a text message from Capital One asking me if I recognize that transaction it was XXXX hours later when I noticed the text and I pushed yes and it said okay it should work now please try your purchase again but I did not try it again because I had since logged into Capital One and seeing the available balance now said XXXX it went from {$270.00} well I spent {$43.00} something of it so {$230.00} and something and it went down to XXXX and I thought it was because of I didn't say that I recognize the wise charge right away. So I called Capital One and asked to speak with someone and was trying to clear it up and they proceeded to tell me that I was not issued the provisional Credit in my available credit that I was issued the provisional credit but it was meant to be put on hold for the duration of the investigation and I said no it wasn't because that's not what I was told and I have all the dispute letters stating that they issued the credit and did not say anywhere in there that I could not use the credit because I was specifically told by her that I could use the credit and I was trying to replace some of these items for this weekend 's bake sale but now that's kind of screwed up because they decided to withhold the provisional credit after giving it to me for XXXX hours they took it back and XXXX credit card policy states but that is against policy and if I'm not correct they are sworn to it hold MasterCards policies as a distributor of their credit card. I am including below copies of the letter from capital one as well as several screenshots of there policy as well as XXXX policy which states that after XXXX business days that the provisional credit is to be given to the account holder.

Company response to consumer: Closed with explanation