Consumer complaint received 2020-11-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ
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:
On XXXX XXXX, 2020, I joined a fitness studio, XXXX XXXX in XXXX, Arizona. I signed up for a one-month membership, ONLY. The State of Arizona shut down all fitness clubs due to the Covid-19 Virus on XXXX XXXX, 2020. I was charged {$50.00} for the month using my Capital One Credit Card. Even though the studio did not re-open again until mid-late XXXX 2020, I did not ask for my money back, nor did I dispute the charge on my card. I have XXXX different credit accounts with Capital One. After paying this gym for my month on XXXX XXXX, 2020, Capital One contacted me about a different charge on this same card, which appeared fraudulent. I confirmed that was the case, and I was sent a completely new replacement card with different numbers entirely on XXXX XXXX, 2020. Thus, I was shocked that this new card showed a charge on XXXX XXXX, 2020, from XXXX XXXX on the NEW card for {$44.00}. I had no expectation nor any explanation as to what these charges were, and thus, I disputed them on the same day they appeared on my account. Since I joined for one month using a completely different card, I had no idea how XXXX XXXX had access to it. It appeared to be fraud to me. Shortly thereafter, a representative for XXXX XXXX called me and asked about this disputed charge. I explained that I had only joined for one month and was not aware of any continuing obligation to pay this gym. I will remind you that the gym was still closed at this time. XXXX XXXX ' representative told me that to " cancel '' this account ( again, I did not believe I had signed any long-term contract with XXXX XXXX, nor was it explained to me as such ), I would need to come into the gym and cancel in person ( again, the gym was closed at the time ) or, in the alternative, send a certified letter canceling. At this time, my state was experiencing a spike in the Covid 19 virus. I am a XXXX woman with underlying XXXX  issues and had just been scheduled for XXXX  XXXX in 10 days. Due to these circumstances, I could not possibly travel to a closed gym to cancel my membership, nor could I risk traveling to the post office, standing in a line, and waiting to fill out the paperwork for certification. Plus, I am not even sure that would be possible because I could not walk into the post office with my XXXX  is XXXX. XXXX XXXX was unwilling to make any concessions to me. On XX/XX/2020, I was astounded to find another charge from XXXX XXXX for {$110.00}. Thus, again, I had to go through the lengthy effort of calling Capital One, waiting, and explaining all over again my issue. Again, this amount was refunded by Capital One on the same day of the charge. At this point, I thought my part in this dispute was over. Unfortunately, that was not the case. Today, XXXX XXXX, 2020, I learned that on XXXX XXXX, 2020, Capital One had reversed its decision and placed the amount of {$110.00} back on my account. To add insult to injury, there was a pending charge from XXXX XXXX for {$44.00}! After being switched to several different departments, I called Capital One and was basically told that Capital One had spoken to Mountainside Fitness and explained that *I* needed to send a certified letter or go to the gym for the account considered canceled. I once again explained my circumstances, and Capital One offered no relief, except the options offered by XXXX XXXX. I am now XXXX weeks XXXX-XXXX. I still can not XXXX  well, have not returned to my workplace, and have immense fear due to the Covid-19 virus, not only for myself but also for fear of spreading to my XXXX husband and my XXXX daughter, currently living with us, who still has symptoms of the XXXX  XXXX.

Company response to consumer: Closed with monetary relief