Consumer complaint received 2019-10-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: SC
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/2019, using my Capital One Credit card, I paid XXXX XXXX XXXX in XXXX XXXX XXXX SC a total of {$2700.00} for 6 months advance tuition for my daughter XXXX XXXX. On XX/XX/XXXX, I was contacted by email by the then owner ( XXXX XXXX ) about a promotion for 50 % off of advance payment of 6 months tuition. Having just paid 6 months of tuition, I disregarded it. Then, on XX/XX/XXXX, Ms. XXXX contacted me by XXXX messenger about this promotion. She said her AC units at the daycare needed repairs and since I was not factored into future budgets, she was reaching out to me to see if I wanted to prepay for 6 more months. I said no because I had just paid the 6 months barely a week prior. She then agreed to discount the 6 months I had just paid and credit the difference for 6 additional months. I agreed to an {$1100.00} difference to cover our daycare tuition for an entire year. However, the very following business day, XX/XX/XXXX, I was sent an email from XXXX stating she was moving to the XXXX XXXX and that new owners would be taking over. XXXX XXXX the new owner went on to introduce herself in this email and even stated that tuition would not change, so I thought I was good. However, to be sure, the following day, I went to the office and spoke with XXXX XXXX. XXXX informed me that the new owners were unaware of any prepaid tuition and asked that I email her all documents and screenshots from conversations, which I did. She immediately responded that I should dispute all charges with my credit card company immediately. I went on to do this that same night, XX/XX/XXXX. They told me that they would credit the amount {$3800.00} to my account, which they did. HOWEVER, on Friday, XX/XX/XXXX, I happened to be looking at my credit score and saw that it had decreased by 85 points. Confused by this, I went on to further investigate my accounts and realized that it was because capital one had rebilled me for the {$3800.00} that I had disputed. Upon calling them, I was informed by XXXX that they had sent me a request for further documents by XX/XX/XXXX. I told her that I never received that request for documents, but was told that my case was still open and I would need to provide a letter from the new owner stating that the services I paid for would not be rendered. I worked tirelessly all weekend trying to upload these documents ( their document upload process is nearly impossible! They only allow certain documents to be uploaded and not screenshots, I spent literally over 4 hours in total on the phone with them trying to get this done. Between this phone call on XX/XX/XXXX and XX/XX/XXXX ( today ) I have faxed and emailed pages and pages of documents, including a signed letter from the new owners of the daycare stating I had paid for the services right before the change of ownership and that they could not honor this payment, police reports from myself and other families against XXXX XXXX, even a newspaper article about how Ms XXXX scammed families out of a total of {$100000.00}. 

On XX/XX/XXXX, I spoke with XXXX at Capital one who told me that I had 120 days and was still in that timeframe until XX/XX/XXXX. She suggested uploading the documents as she told me their process time by fax could be 7-10 business days, which would put me outside of the 120 day window. After talking with her and HOURS AND HOURS of trying to upload documents ( their website is a nightmare ) I finally got the documents to load on XX/XX/XXXX. However, upon calling back on this day, I spoke with XXXX and was told that they closed my case because they didnt have enough documentation. I provided the letter from the owner stating I would not receive the services I paid for as they requested, but was told that it was too late. I also spoke to her supervisor XXXX, who told me my case is closed and there is nothing more to do, that I need to file a civil case and I am responsible for the amount on my card. I called and spoke to another supervisor XXXX that told me the same. 

Unfortunately, I dont want to pay for services not rendered, especially when I can prove that these services were not rendered and am still within my 120 days. I would also like my account credited the {$3800.00} as well as to have my credit scores adjusted accordingly. This entire situation is killing me because in addition to this year of tuition that I paid for, my husband and I are now paying tuition at another daycare since we wont recieve the services we thought we were paying for before. Also, I missed an entire month of work this summer due to daycare closures related to the change in ownership and am struggling financially as a result. If there is any possible way of helping me, I would be beating greatful. My family deserves better. We literally only have one child because we can not afford daycare for another, and yet here we are stuck double paying for tuition this year. 

I would attach documents of email correspondence from Capital one, but they tel me that they dont have email. I have no documentation from them other than my statement balance and credit scores.

Company response to consumer: Closed with monetary relief