Consumer complaint received 2024-04-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: LA

Complaint narrative:
Reached out to Capital One and Merchant XXXX XX/XX/XXXX an unauthorized charge was charged to my Quick Silver card in the amount of {$310.00} ; by a merchant in the name of XXXX. I immediately called my bank Capital One, spoke to the Fraud Dept. A courtesy credit was given on the same day. However, on XX/XX/XXXX, Capital One reversed the courtesy credit and debited my account again for the {$310.00}. I immediately called again, spoke to an associate in the Fraud Department, but I needed someone else with a little more authority to explain the reversal of the charge. I asked the associate, if I can speak to her supervisor or manager. She placed me on brief hold, and a soft- spoken gentlemen answered the phone. I asked him the reason for the reversal of the unauthorized charged, he referred me to the website where their correspondence was stored for my review. I informed him, that I did not place an order with XXXX, therefore, my account should not be charged. During our discussion, I asked, when Capital One inquired about, whether or not the merchant indicated that I placed the order for the merchandise. He indicated ; he did not see it in the correspondence. I asked the manager, if he had a phone number for the merchandise, and I was provided the number. I reached out to the merchant at the number provided by Capital One. I discussed what I was calling about ; I explained to them, that I do not have an account with them, therefore, I could not have placed an order for merchandise. The customer service associate at XXXX, indicated that I have an account, but, there has not been any activity from inception. XXXX provided me with a copy of my account, indicating no ordered placed. I reached out to Capital One Fraud Dept, and I asked for a manager of supervisor to provide the information. A supervisor answered the phone, and I was met with such hostility, she did not want to discuss my case any further, she indicated that the merchant indicated, the spoke to me, therefore the charge will remain. This is when, I sent a complaint to the XXXX, the complaint was processed by XXXX XXXX, VA. Again, Capital One decided to go back to the initial investigation, ignore the attached document, that would show, I did not place the order for merchandise. I received Capital One response today, and I did not agree with their decision, but I am still out of {$310.00}. Should I pay for an unauthorized charge on my account or allow a do not care supervisor or XXXXanager at Capital One to get away of not serving their customers? Any suggestions. Thank you for listening Response from XXXX Message from Business : ( XXXX ) Hello XXXX, Thank you for bringing your concerns to our attention. I'm deeply sorry to hear about the unauthorized purchase on your credit card and the inconvenience it has caused you. 
I have reviewed your information and can confirm no orders were placed using your XXXX account. However, I urge you to contact your card provider immediately to report the fraud and secure your financial information. It's crucial to update passwords for all your accounts, including your bank, email, and other financial apps, to prevent further unauthorized access. You can also find tips to keep your XXXX account security up to date through the following link : XXXX XXXX XXXX Please understand that due to privacy regulations, we're unable to disclose information about other members ' accounts or process refunds for transactions made without the account owner 's consent. I encourage you to continue working with your credit card company to resolve any fraudulent activities. 
Regarding the concern surrounding Capital One indicating our Customer Support agents spoke with you when the product was ordered- please note, we do not process orders or authorize transactions over the phone. Due to this inaccurate information shared with you, I am concerned you were not speaking with a representative of Capital One. Kindly ensure you are only calling the number on the back of your credit card or printed on your monthly statements to ensure you are speaking to a legitimate representative of the company. 

As this transaction took place on another members account, we are, regrettably, unable to assist with a refund. Please work with your credit card company to resolve this fraudulent activity and ensure additional transactions do not take place. 
Thank you once again for reaching out to us and for your understanding. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation