Consumer complaint received 2024-11-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ

Complaint narrative:
Capital One consumer credit card refused to approve this dispute on our behalf ( below is the letter that was sent to Capital One to dispute the charge along with documentation not attached here ) : A purchase was made by cardholder on XX/XX/year> from merchant XXXX XXXX XXXX for a cab ride from the airport to his hotel in XXXX. The merchant and cardholder discussed the cost in advance at the airport prior to leaving and agreed on a charge of {$84.00} XXXX. At the end of the cab ride, the vendor refused to allow cardholder to see the amount charged or the opportunity to sign the receipt giving the excuse that there was too much traffic to park. The merchant signed it himself and cardholder was not given a chance to sign, but left the cab still understanding that the agreed upon charge was {$84.00} USD. No other services were purchased during this time from this vendor or at any time before or after. Without cardholder 's approval or knowledge, the merchant added an extra XXXX to the price in XXXXXXXX XXXX and signed the receipt himself. 

Upon returning to the XXXX, and after reviewing the charge for this cab ride, cardholder noticed that the vendor added an extra XXXX to the end of the XXXX price, which ended up charging an extra {$760.00} for a total of {$840.00} XXXX. We quickly disputed this charge with Capital One credit card company and asked for the overcharge of {$760.00} to be refunded. 

We were refunded this amount, but then the vendor disputed our dispute using this information which we will now discuss : Merchant states : CH ordered several merchandise/service from the spot on XX/XX/year>. 
Our dispute : This cardholder ( CH ) has never traveled to XXXX and did not order any merchandise from this merchant. A different cardholder ordered one service only : a single cab ride with one destination/stop and no other services for an agreed upon cost of {$84.00} XXXX before XXXXhe service was provided. This is false information that CH ordered several merchandise/service.

Merchant statement : CH checked the transaction amount, CH signed the receipt before payment.

Our dispute : CH has never traveled to XXXX and neither had any transaction with this merchant nor could have signed or checked the transaction before payment. 

Different cardholder did in fact have a transaction with this merchant on this date, but was distinctly NOT given the option to check the transaction amount before payment and additionally was not given the option to and did not sign the receipt before payment. The merchant signed the receipt because of the backup of traffic, and so did not allow cardholder to view, check, or sign the receipt at any time. Without cardholders approval or knowledge, the merchant inflated the price in XXXX XXXX  and signed the receipt himself. 

Merchant Statement : After checking the transaction amount, CH signed the receipt in person.

Our dispute : Again, CH has never traveled to XXXX so could not have checked this transaction nor signed the receipt in person. 

Different cardholder was there in person and again was not given the option to check or sign the receipt. Again, without cardholders approval or knowledge, the merchant added an extra XXXX to the price in XXXX and signed the receipt himself. Note that the signature is not that of either cardholder. 

Merchant Statement : Furthermore, the refund is not possible for any reason because CH directly signed on the receipt that he/she confirmed this. 
Our dispute : XXXX, this is all false information provided by the merchant as shown by the same evidence provided above. 


In summary, the merchant XXXX XXXX XXXX added an extra {$760.00} to the price of this cab ride and signed the receipt himself without cardholders knowledge or approval. The receipt provided from the vendor has a signature that is neither cardholders signature ( the only two authorized cardholders on this account ). 

Furthermore, the signature on the receipt is described as CHs Signature, by the merchant which seems to refer to the cardholder who has never traveled to XXXX, nor had any interaction or transaction with this vendor. 

Different cardholder was the customer during the transaction with XXXXXXXX XXXX XXXXXXXX and again, he neither agreed to the overcharged amount, nor signed the receipt. Since the receipt supplied by the vendor does not match either cardholders signature and therefore does not match your records of either signature, it is fraudulent and can easily be disputed. 


*At this point, after all this evidence, Capital One closed the dispute stating that there is not evidence of fraud. We called the customer service line and were told that there is no one else to talk to and nothing more they can do.

Company response to consumer: Closed with monetary relief