Consumer complaint received 2022-02-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
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: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/XXXX and XX/XX/XXXX I placed a charge on my capitol one credit card with XXXX vacations for my upcoming vacation. 
On XX/XX/XXXX XXXX charged a deposit of {$1000.00} ( XXXXXXXX XXXX ) On XX/XX/XXXX I charged the balance of {$4900.00} ( XXXX XXXX ) A total charge of {$5900.00} ( XXXX XXXX ) I then used {$1000.00} worth or rewards earned from capitol one toward my travel purchase. 
Then at a later date used {$340.00} dollars more of my capitol one rewards towards my travel purchase. 
Which in total adds up to {$1300.00} Of rewards credited towards my account. 
I then unfortunately had an accident and broke my XXXX and was told by my doctor not to travel. I called my XXXX XXXX and informed them that I had to cancel my trip. 
I then called my travel company and asked for a refund to my credit card and was told that based on my trip insurance they can only credit me towards future travel. 
I then proceeded to call capitol one to see if they can help me with this charge. 
I then was told by a capitol one representative to dispute the whole purchase of {$5900.00} and so I did. 
Capitol one then took {$5900.00} off my Credit card balance. 
capitol one then closed the dispute and proceeded to put the full amount of {$5900.00} back as a charge on my account. 
When adding this charge back to my account balance capitol one did not put back into my reward balance the {$1000.00} and {$340.00} worth of rewards I used towards this purchase. 
I then called and explained this to them and to try to rectify this they added XXXX rewards back to my reward balance which equals {$340.00} if use for travel purchases. 
Capitol one then placed a charge of {$340.00} because of the rewards that were put back into my rewards account, this was simply supposed to be a rewards credit and for some reason they Made it as though I bought those rewards. 
As for the other {$1000.00} worth of rewards nothing has been done yet. 
I called them and stated this problem and after speaking to numerous representatives and managers in which i listed just a few names and ID numbers below there was still no resolution. 
Shy ID # XXXX XXXX ID # XXXX XXXX ID # XXXX And XXXX ID # XXXX who promised me that she herself would call me back the next day at XXXX. Not only did she not call back at XXXX but its XXXX week later and I still have not heard from her or anyone at capitol one. This issue has been going on since the beginning of XX/XX/2021 till currant. 
My credit score has dropped XXXX points due to these disputes, Attempting to speak to anyone from capitol one regarding this matter is getting me no were and Im concerned that this matter will never be resolved and capitol one will continue putting more charges on my card while trying to correct this problem.Capitol one know owes me the amounts as follows : {$1000.00} {$340.00} {$340.00} Which is a total of {$1700.00}.

Company response to consumer: Closed with non-monetary relief