Consumer complaint received 2019-10-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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:
Fr : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Re : Case Number XXXX Card Number last four XXXX Claim Number at XXXX XXXX XXXX XXXX This is a detailed summary of the problems I have been having with Capital One regarding a dispute over {$1300.00} with XXXX XXXX XXXX. 

1 ) The original amount billed on XX/XX/XXXX was {$3000.00}. See attached sales invoice ( Incl 1 ) This amount is an estimate of the out of pocket expenses that I would occur for a medical procedure. XXXX XXXX XXXX required me to pay that amount on XX/XX/2019 or forgo the medical procedure. I was told by the clerk on check-in I would be refunded the difference should the estimate be higher than actual cost. 
The exact amount to be paid is set by the medical insurance company XXXX. Once that amount is reach XXXX issues an EOB ( Explanation of Benefits ) which show exactly how much I own XXXX XXXX XXXX. 
2 ) See the EOB ( Incl 2 ). The highlighted part shown the amount owned by me, which is agreed upon by XXXX XXXX XXXX and XXXX. That amount is {$1600.00}. See Incl 2 *1 3 ) On page 4 of 5 of the EOB, XXXX clearing states IF YOU ALREADY PAID YOUR HEALTH CARE PROFESSIONAL MORE THAN THE WHAT I OWE AMOUNT, PLEASE ASK FOR A REFUND. HEALTH CARE PROFESSIONAL, YOUR XXXX AGREEMENT DOES NOT ALLOW YOU TO BILL THE PATIENT FOR THE DIFFERENCE. See Incl 2 *2 4 ) On XX/XX/2019 I asked the Health Care Professional ( XXXX   XXXX XXXX ) for a refund of the difference. ( {$1300.00} ) That was calculated as follows. Originally paid {$3000.00}, the correct amount should have been {$1600.00}, XXXX XXXX owns me {$1300.00}. They would not issue a refund. 
5 ) When the billing department at XXXX XXXX would not issue me a refund on XX/XX/2019 I called Capital one and disputed the charge in the amount owned me {$1300.00}. 
6 ) 1 ) On XX/XX/2019 XXXX XXXX  disputed my challenge with Capital One Visa and the charge of {$1300.00} was placed back on my VISA. 
7 ) I call on XX/XX/2019 I called XXXX Customer Service and talk with XXXX XXXX She talked with a XXXX at XXXX Hospital Billing ( XXXX XXXX XXXX ), who said she would write a credit of the {$1300.00} 8 ) When I did not receive a credit by XX/XX/2019 I filed another dispute and received another temporary credit from Capital one Visa after filing another dispute. 
9 ) On XX/XX/2019 XXXX XXXX disputed the refund again ; they never issued a credit and Capital One Visa place the {$1300.00} back on my card. 
10 ) XXXX XXXX owns my {$1300.00} and will not reimburse the money and Capital One Visa has ruled in their favor regardless of the amount of evidence I produced. 
11 ) On XX/XX/2019, XXXX at XXXX XXXX told me their merchant account had been debited the {$1300.00} by Capital one and the monies never returned. Therefore they would not issue a refund. They told me to call Capital One. 
12 ) On XX/XX/2019 at XXXX I called Capital One and spoke with " XXXX '' a Manager in disputes on Capital One on a recording line. I ask her if Capital One could provide me with proof that the {$1300.00} had been returned to XXXX XXXX ' bank. She told me it " was not their job to provide proof, that I would have to call Capital one Bank and obtain any proof I need myself '', or works to that effect. She was least than professional and a disappointment to me as a longtime customer. 
13 ) The bottom line is I am stuck between to major multi-dollar corporations and can not get the monies own to me. Capital One failed to protect me as their consumer and sided with the merchant unjustly. 

Supporting Documents Attached

Company response to consumer: Closed with explanation