Consumer complaint received 2023-12-24 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: NY

Complaint narrative:
I received my XXXX credit card statement and there was a small charge ( {$3.00}, maybe ) that I did not recognize, so I called to ask for supporting documentation the verify the legitimacy of the same. I was told it had to be a fraud claim and that they had issue a new credit card. Then on received three letters from them that were all dated XX/XX/XXXX one said they initiated the claim, one said they concluded the claim and that I didnt have any financial responsibility, and the final one said something very strange ( that after researching your case, we found insufficient evidence of fraud because : information we discovered leads us to believe you or another account user benefited from the transactions ) which seems to contradict the second letter and provides no information to support the charge ( or their representation ). When I called on XX/XX/XXXX to question the contradictory letters and get clarification, I spoke with a very unpolished and unprofessional representative after holding for 40 minutes, and the automated system before she picked up did not recognize me or my phone number or my credit card number as an account holder even. I asked to speak with a more senior representative and was out back into the hold queue for another 20 minutes, and then an alleged supervisor picked up the call and also could not give me any information, or help with anything. I tried again on XX/XX/XXXX and spoke with XXXX first, after holding for 35 minutes, and she was downright condescending and patronizing but even less sophisticated and unhelpful. She asked if I wanted her to read the letter to me when I asked what they meant by it, what was done as part of the investigation ( the same day that they opened the claim ), and why she and one of the letters contradicted another after she said the charge was valid. I asked to speak with her manager to file a complaint, as well as to get more information and close my account afterwards, and she put me back into the queue for another 25 minutes when another representative picked up who was not a supervisor and knew nothing about my situation. It seems this is a call center in some third world country and these people should not be responsible for any financial information or security as they demonstrate a consistent lack of communication and offer no evidence of fiduciary responsibility or customer care. Even though the charge was small, it is my understanding that I should not be financially liable for it without proper supporting documentation. If it was a legitimate charge then they should be able to provide this, and if it wasnt then I am not supposed to have to pay it. And in any event they should have to explain themselves, what they did, how they came to one of their two ( albeit disparate ) conclusions ), etc. So on principal I am filing this formal complaint and hope you can compel them to respond with something that actually provides some information, to void the charge, and mandate them to close my account after crediting back and refunding the disputed amount or my requests which have all gone unanswered by these very frustrating amateur people. My suspicion in they my situation is far from unique and they a fine is also in order so that they change their personnel, prentices and procedures to something more appropriate for their role. I stand ready to answer any questions that you might have and/or to clarify anything that is not clear herein. Thank you in advance for your assistance.

Company response to consumer: Closed with explanation