Consumer complaint received 2023-09-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
Product: Credit 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:
By way of background, I had a subscription with XXXX in the spring. I canceled that subscription with XXXX, and XXXX sent emails confirming cancelation of the subscription and, further stating that they would turn off auto renew so that I would not be charged when the subscription ended on XX/XX/XXXX. 

HERE IS MY COMPLAINT : On XX/XX/XXXX, XXXX  charged my credit card for {$150.00} without my authorization and despite the fact that I had already canceled my subscription which XXXX acknowledged in writing was canceled. On XX/XX/XXXX, I called XXXX to try to resolve the issue on my own but XXXX refused to refund the {$150.00} which they fraudulently charged to my account. I called Capital One to explain that XXXX charged my account without authorization. I was told by a Capital One representative that I needed to open a claim for fraud. Capital One closed that account and sent me a new card. Capital One sent a letter on XX/XX/XXXX telling about how they would investigate. Im providing a copy of Capital Ones XX/XX/XXXX letter. 

Subsequently, I received two letters from Capital One, both dated XX/XX/XXXX. One letter advised that the investigation was resolved and that if the merchant does resubmit a charge, they would notify me with a request for additional information ; the other letter ( same date ) stated that after researching, they found insufficient evidence of fraud. Copies of both of these letters are provided for your purposes. Upon receiving these letters on XX/XX/XXXX, I telephoned Capital One to ask how I benefitted from the transaction. A representative told me that the fraud case was closed and that I needed to file a dispute. I did that over the phone and was told that, if additional information was needed, I would receive a request for additional information in the mail. 

I subsequently received two more letters from Capital One, both dated XX/XX/XXXX. One letter states that its an update to my dispute for the XX/XX/XXXX XXXX  charge of {$150.00} and that they have asked the merchant to respond to my claim ; that if the merchant provides a response, they will review it and theyll let me know if they need additional information from me. The other letter related to an update and gave additional information about their ability to block a merchant from charging my account except that it does not relate to recurring charges. Both of these Capital One letters dated XX/XX/XXXX are provided for your purposes. 

On XX/XX/XXXX, I received another update letter from Capital One. I am providing this letter for your purposes, too. Im not sure which letter of XX/XX/XXXX they are referring to was sent in error because I received two. 

On the same date, XX/XX/XXXX, I received another letter from Capital One dated XX/XX/XXXX regarding an update and requesting additional information from me which they said I could fax or mail to them. I completed their forms and mailed them back to Capital One, using my own envelope and postage because they didnt provide one and because I dont have access to a fax machine. I mailed the completed forms with a letter laying out the chronology of events and also provided true and correct copies of the emails from XXXX which I marked as Exhibits. The emails from XXXX clearly state that my subscription would end on XX/XX/XXXX ; acknowledged that I canceled my subscription, and they further stated that it would not auto renew. Basically, XXXX sent good-bye letters to me. 

Today, XX/XX/XXXX, I received a letter from Capital One dated XX/XX/XXXX, with another update to the disputed XX/XX/XXXX XXXX  charge of {$150.00} in which Capital One also said they are adding the disputed amount back to my account because they said I am out of time for disputing a charge. I called Capital One and spoke with their representative XXXX who acknowledged that they received my completed form and proofs on XX/XX/XXXX. She told me unfortunately I did not meet the deadline to dispute the claim. When I told her that I dont understand how thats possible since the charge was made on XX/XX/XXXX, she said that I need to send another letter to Capital One explaining that I am disputing the XX/XX/XXXX, charge and that I tried without success to resolve the matter with XXXX  ( even though I thought I had already given sufficient detailed information in my written statements and their own letter stated that the dispute was for an XX/XX/XXXX charge ). ( Please note that the letter is dated the same day they said they received my completed paperwork and proofs. ) XXXX said she would send me a link where I can upload my letter so that it can be reviewed quickly ( so that the 60 day time period does not expire ). I am providing Capital Ones XX/XX/XXXX letter for your purposes. 

I am sending the letter to Capital One as was requested of me but, at the same time, I am also filing this Complaint because I have been getting nothing but a run around from Capital One and don't expect to receive fair treatment. If they had read the information I provided in the first place, including the emails, they would see that XXXX is seeking to unjustly enrich itself. The credit card company is facilitating that embezzlement.

Company response to consumer: Closed with monetary relief