Consumer complaint received 2019-07-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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: Overcharged for something you did purchase with the card

Complaint:
I filled in a Credit Car Authorization Form with a merchant at XXXX XXXX XXXX XXXX and authorized my electrician to be able to charge electrical parts up to {$400.00} only. This authorization is good until XX/XX/XXXX. 

My electrician purchased many electrical items from a merchant ( XXXX XXXX XXXX XXXX ) using my Capital One credit card on file with the merchant. In XX/XX/XXXX, I went into the merchant myself and returned some unused items to the merchant. The merchant gave a credit in the amount of {$190.00} back to my Capital One credit card account on XX/XX/XXXX. This information is shown on my XX/XX/XXXX Capital One Credit Card Statement. 

A month later on my XX/XX/XXXX Capital One Credit Card Statement, Capital One charged me in the amount of {$190.00} which basically subtract my credit of the same amount from XX/XX/XXXX statement ( the previous month ). As a result, I return all those unused items and did not get any credits for them. I lost {$190.00}. 

I have tried to work with Capital One XXXX XXXX for many months, spoke to many representatives and the result is still unresolved. I spoke to XXXX ( a representative at Capital One ) a few times in XX/XX/XXXX regarding the matter. Later on, XXXX no longer worked on my case, so I spoke to XXXX ( a representative at Capital One with phone number XXXX extension XXXX ) in XX/XX/XXXX regarding the matter. In XX/XX/XXXX, XXXX no longer worked on my case, so I spoke to XXXX ( a representative at Capital One with phone number XXXX extension XXXX ). I spoke to XXXX on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and the matter is still not resolved. She asked me to wait for a letter from Capital One if Capital One need me to provide anymore information. On XX/XX/XXXX I called to speak to XXXX but she's no longer working on my case, so I spoke to a male representative from Capital One. He said he will send a letter me at my home along with documentation that the merchant submitted to Capital One. He said that I have to fill in the information and attach documents for {$190.00} along with a letter explaining the situation. On XX/XX/XXXX, I faxed in all of the document. I called Capital One on XX/XX/XXXX to check if they received my fax and the representative said to call in a few days. I called Capital One on XX/XX/XXXX again to check if they received my faxed document and they said yes and they said to wait to hear back from Capital One in a few days. I didn't hear anything back from Capital One for many weeks, so I called again on XX/XX/XXXX, I spoke to XXXX  ( a representative at Capital One ), she said Capital One received all of my document, but my case has not been review yet. She said she put a rush on the case and it should be reviewed in 3 business days. I called into Capital One again on XX/XX/XXXX and spoke to a representative at Capital One, she said my case has not been reviewed yet. 

On XX/XX/XXXX, I received a letter from Capital One stated that " we are unable to assist with your claim. '' This letter mentioned {$150.00}. However, this letter does not mention regarding {$190.00} credit that Capital One took from me. In the document that I have faxed to Capital One on XX/XX/XXXX, two of the document that I submitted are the 2 exact same document that the merchant submitted to Capital One. Both of these document showing that {$190.00} is a credit that the merchant gave back to me. The merchant marked {$190.00} as " credit ''. 

If both the merchant and I agreed that {$190.00} is a credit back to me, I do not understand why Capital One took does not return me this credit amount? 

The summary, the merchant gave a credit in the amount of {$190.00} back to my Capital One credit card account on XX/XX/XXXX. This information is shown on my XX/XX/XXXX Capital One Credit Card Statement. A month later on my XX/XX/XXXX Capital One Credit Card Statement, Capital One charged me in the amount of {$190.00} which basically subtract my credit of the same amount from XX/XX/XXXX statement ( the previous month ). As a result, I return all those unused items and did not get any credits for them. I lost {$190.00} of credit.

Company response to consumer: Closed with explanation