Consumer complaint received 2018-11-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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:
Capital One Case Number XXXX On XXXX, Capital One sent out a letter telling me that all of the charges on my account from XX/XX/XXXX through XX/XX/XXXX were marked as fraud. I received that letter on XX/XX/XXXX and was totally confused. This was all a mistake by Capital One and/or a glitch in the system when everything transfered from former XXXX 's accounts to Capital One accounts. None of these charges were fraud. I repeat, this was a mistake by Capital One and this has been confirmed to me on multiple occasions. And I never saw any credits on my account for any of these charges, so I had no clue this had happened. 

Two days later, on XX/XX/XXXX, I started receiving phone calls from merchants informing me that my payment for that period between XX/XX/XXXX and XX/XX/XXXX had not been received. In the subsequent days, my water got shut off, my XXXX, internet, alarm, and gym account all got canceled or suspended, my XXXX account was locked for 6 days, and my electric bill got bounced back ( plus a {$25.00} late fee ). I had to pay all of these bills again. I already paid them the first time on my Capital One statement ( previously XXXX 's Visa ). Now I had to pay them again. 

When I called and tried to sort this out, someone started moving money on my account to try to give me some of the credits. That was on XX/XX/XXXX. Only about half the credits went through. On XX/XX/XXXX someone else tried to put the credits and rebills on the account and only made it worse. 

Between the wrong charges on my Capital One card and the payments I had to make on another entirely different credit card to get my bills paid and my household services resumed, I am currently out about {$1800.00}. Most of this is only on paper, but about {$620.00} of it is on the other credit card where I repaid my bills. That statement is coming due. If Capital One doesn't have my issues resolved by the time I need to make that payment, that is {$620.00} out of my pocket that I should not even be paying. 

But again, total, between this card and the other one I had to repay bills on, it's about {$1800.00} worth of mistakes. 

I created a spreadsheet with all 87 line items, color coded, with every payment or credit made and totals to show where each line matches the original charge or doesn't. I also created 55 pages of pdf backup showing my bills that I paid twice to prove that Capital One charged me the first time, I paid that statement in XXXX, Capital One never credited me, yet the money was never received by the biller and I had to pay it again on either the Capital One card or my other card. 

I have been working the Fraud Department on this for 4 weeks. Nothing has changed. The Manager I previously worked with, XXXX, got nothing done for 2 weeks. She was useless. Apparently she got a promotion to a different department, I can't imagine why, which is when I started working with XXXX. 

XXXX, ID XXXX, is awesome. She spent all day with me last Tuesday and went through my spreadsheet line by line and validated all of my work and came up with the same numbers that I did. However, for some unknown to me reason, she said she was told she is not allowed to give me my credits. She was forced by her leadership to send all of this to their " back office '' for them to apply the credits. 

So now, I have done all the work, XXXX has done all the work, and someone else has to do all the work all over again? WHY. 

I reiterate : between what Capital one is telling me I owe on their card and what they owe me back that I paid on my other credit card, I am out about {$1800.00}. 

I have spent an inordinate amount of time on this. 17 hours on the phone ( I can sing the Capital One hold music on cue, just ask me! ) and 10 hours doing spreadsheets and payment backups. 

I have shed tears and lost sleep and utterly lost my peace of mind over this. I am at the end of my rope. 

They keep telling me to be patient, but I am done. I am now researching other options : lawyer, consumer protection, local news coverage. Whatever I can do.

Company response to consumer: Closed with monetary relief