Consumer complaint received 2019-11-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WI
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:
I paid for a class on XX/XX/XXXX using a Capital One mastercard. This class was cancelled entitling me to a full refund. The department head said she would transfer the registration to an XXXX class in the hopes that class wouldn't be cancelled. I agreed. The policy of the University  XXXX XXXX  XXXX XXXX XXXX XXXX ( XXXX ) is to send a registration confirmation confirming enrollment. I did not receive a confirmation until XX/XX/XXXX for a XX/XX/XXXX start date. Since I hadn't received a confirmation, I assumed that the class was also cancelled. The confirmation came 5 weeks after I " registered ''. To receive a full refund, the student must cancel before 10 business days of the start date of the class. The confirmation that I was enrolled was emailed 7 business days before class, making it impossible to receive a full refund. I left a message with the Associate Outreach Specialist, XXXX XXXX. She left a message saying that I wouldn't be receiving a full refund because I cancelled withing the 10 business days. I disputed the charge with Capital One, who initially credited my account {$160.00} on XX/XX/XXXX. XXXX credited my account {$130.00} on XX/XX/XXXX which is not a full refund. I received a letter from Capital One stating that the {$160.00} would be debited back to my account since XXXX provided a refund. I could provide documentation if I wanted to pursue the matter. I called on XX/XX/XXXX for information on where to send the documentation and the customer service representative send she would send me an email. I confirmed my email address with her, but never received the email. I confirmed it wasn't in my spam folder. I called again on XX/XX/XXXX at XXXX XXXX.and spoke with a supervisor who said she would resend it and again confirmed my email address. I still didn't receive it and called again at XXXX and spoke with a supervisor, XXXX. He said he would resend. I asked for the email address and he said they couldn't give me the address. They would have to send it to me because it contained links. I still haven't received it. I went to the Capital One website to " report a problem ''. I filled in the information and the message back was " We hit a snag.Something went wrong on our side and you'll have to call us at XXXX to file this dispute. It will only take a few minutes. '' I have also today checked my statement and Capital One has debited my account for the {$130.00} on XX/XX/XXXX. Capital One has not debited my account yet for the {$160.00}, but their letter said that would be forthcoming if I didn't provide documentation which I haven't been able to do because of their end. I should receive a full refund since the original class cancelled. Since I didn't receive a confirmation that I was registered for a class until it was too late to cancel substantiates that I am entitled to a full refund. I have tried 2 ways to resolve this with Capital One ; through the website and 3 calls to customer service, twice speaking with a supervisor. 

I've attached the following documents : XXXX XXXX ( the date I received this email is shown as XXXX ) XXXX  XXXX Registration is the attachment

Company response to consumer: Closed with explanation