Consumer complaint received 2023-12-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR
Product: Credit 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:
I noticed a {$210.00} ( XX/XX/2023 ) charge on my Capital One card from a Credit counseling company that I spoke to on the phone and that never sent me a contract ( or anything ). The company told me that once we entered into a contract that they would charge me {$190.00} at the end of 6 months and after they had achieved raising my credit score to XXXX. I gave them all my information so that they could write the contract but never got a contract or any other contact from them. When I tried to call them several times they just didn't answer the phone and never returned my calls. Then Capital One allowed them to charge my card another {$210.00}. I called them before it had posted to my account and they said that I had to wait for it to be posted before I could dispute it. Capital One initially took the charges off ( after I called back and disputed the charges the second time ). Then Capital one said the company sent them a signed contract for some subscription and they shared that fax with me which is unreadable because of the quality of the fax. What I could see on the fax that XXXX  XXXX  sent was that they had an address for me that I have never had and it was even in another state then the one I'm living at and the one I called them from. They also had Comic sans font typed my name on the signature line. Capital one then reapplied the charges to my bill and emailed me a letter saying that if I wanted to pursue the dispute that I would have to send them a letter and provide them with documentation of my business with this merchant. I sent two certified letters to Capital One with the laws governing credit repair counseling and pointed out the blatant breaking of those laws and the obvious forgery and wrong address told capital one that even if they did charge me for fraudulent charges that the law states that they can only charge me {$50.00}. I got a letter back ( in my capital one app ) that said since I didn't provide documentation ( of which they know I have none ) that they could do nothing about the charges and they will stand. I then called capital one and asked to talk to a supervisor about my dispute. I was transferred to a guy who said that because I called them in the first place to discuss doing business with them and because I didn't have proof that I cancelled the subscription that I never asked for or even knew existed that they could do nothing about the charges and I would just have to pay them. I told him that this was illegal and that I would contact an attorney and he said basically " go ahead and hire an attorney ''. Then suddenly one of the charges were removed from the card and I called them and asked why one could be removed but the other charge couldn't when they were exactly the same. Capital one told me once again that it was impossible to remove the first {$210.00}... Then today there's a new letter that says that they are waiting response from the merchant and they credited back the other ( the first ) {$210.00}. So I'm still in limbo about if Capital One will return the charges to my account. Capital One per our agreement was supposed to be a limited liability company that would protect me from fraud but it seems that they are a partner with XXXX XXXX XXXX and are above the laws pertaining to credit card companies.

Company response to consumer: Closed with explanation