Consumer complaint received 2020-08-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Dear Capital One, As a seasoned professional XXXX, my XXXX XXXX XXXX XXXX and staff have been devastated in 2020 by the surging COVID 19 pandemic in the State  of Virginia. During the initial COVID 19 shutdown, I sought out and transacted with a professional business transformational curriculum service to manage my staff 's mental XXXX and hardship through the XXXX XXXX. 
The XXXX XXXX is found on the internet at XXXX. Upon charging my card {$150.00} month in XXXX, 2020 for their services, I have found myself in the very distressing situation of unsuccessfully gaining access to any XXXX program paid for and then compounded with no subsequent communication in cancelling our participation for their published services. 
My request of Capital One is to reimburse my credit card for the two monthly {$150.00} charges from ( XXXX and XXXX ) 2020 for a course I could not access. XXXX failed to provide a successful link to take coursework after multiple attempts via email ( which was rejected ) and employing their online chatroom ( which did not respond ). 
My follow up cellphone calls made to the XXXX website posted customer service line of XXXX resulted with a taped recording stating, This number is not accepting phone calls at this time, and the recording is on 24/7 and has been for months. I have tried every time of night and day, and every day of the week, to no avail. 
Capital One received an initial complaint from me about XXXX 's failure lack of communication and not refunding their inaccessible coursework.. This week, I was disheartened and disappointed with the following response from my credit card company. 

Your account ending in XXXX Case Number : XXXX On XX/XX/2020, you disputed a charge with XXXX XXXX., and since then, we placed a temporary credit on your account. Based on the information we have from you and the merchant, the original charge is still considered valid. 
Because of this We consider your case closed. 
Were reapplying the disputed charge of {$150.00}, and it will appear on your account as a Rebill in the next one to two billing statements.

Youll receive a confirmation letter in the next two weeks. 
However, we encourage you to keep working with the merchant to resolve this issue. You can visit the Disputes Support Center for tips on how to do this. 
Thank you for being a Capital One customer. 
Sadly, I suspect Capital One is challenged in reaching the XXXX XXXX, and unfortunately they closed the case and shut down my refund request. This is a huge disappointment as I spent close to an hour on hold today to reopen the cases. 

My Capital One MC number ends in XXXX Assigned Capital One Case numbers : XXXX : XXXX XXXX : XXXX Please review these wrongful charges from XXXX and reconsider the appropriate and justified credit request of {$150.00} x 2 as soon as possible. 
Thank you for you time and consideration.

Company response to consumer: Closed with explanation