Consumer complaint received 2020-12-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA
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: Overcharged for something you did purchase with the card

Complaint:
From XXXX through XXXX, I received a monthly repeating charge from a vendor called XXXX  XXXX ( XXXX  ), with the address XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, CA XXXX, to my Capital One Credit card. Capital One is a large credit organization with address XXXX XXXXXXXX XXXX, XXXX XXXX XXXX, UT XXXX. I first contacted Capital One in the summer of XXXX, requesting that they stop the charge from recurring on my card, since I had thought I had signed up for a one-time use of the service, but it was actually an automatically repeating charge of {$34.00}. ( As a side note, I never used the service, so that's pretty good money for the vendor using deceptive practices and placing a repeating charge in the fine print ). 

I received a letter from Capital One on XXXX erroneously stating that I was disputing a charge from XXXX XXXX  XXXX and that they could not block charges from this vendor. Since my previous contact with Capital One was to dispute the charges from XXXX and not XXXX, and since I noticed that the monthly XXXX charge was still appearing on my card, so I again contacted Capital One on XXXX. I speaking to XXXX in the Disputed Claims Dept for approximately 2.5 hours, and he initiated an investigation. I stated that, since I didn't have full documentation of my contact with Capital One from the prior summer, I would limit my dispute of charges to the late summer ( XXXX/XXXX  ) going forward. 

According to my records, I received a total of ten ( 10 ) letters between XXXX and XX/XX/XXXX, which detailed the status of the dispute, that I would be credited for the specific months being disputed and for me to provide any documentation to verify my claim ( even though I had explained to XXXX in my first contact that I didn't have any documents other than my undocumented lack of understanding signing up for the vendor 's service for a one-time use [ which was never actually used ] would result in a repeating monthly charge ). 

Capital One then credited me and re-billed me for multiple monthly charges twice in billing periods XXXX, XXXX, and XXXX. The rationale for this poor recordkeeping was presumably due to Capital One not receiving the requested documentation and therefore ending their ability to dispute the charges. I dutifully paid these on time, but then received yet another re-bill from the company during the billing period XXXX. At that time, I had become fed up with their poor recordkeeping, and felt I was being harassed over the issue, so I contacted the company and asked them to cancel my account. 

I paid the new re-billing charges on time, and lo and behold, I've received another re-bill to my account, despite the account being closed, during the XXXX billing period, in the amount of {$170.00}. I spent another 2.25 hours on the phone on XXXX with first XXXX and then XXXX in the Disputed Claims Dept, explaining my case, that I have paid the charges and when a company can not manage their records appropriately, they should not continue to harass the customer and should take a mea culpa and eat the charges. After multiple periods of up to 45 minutes on hold, I finally got a definitive " you owe us {$170.00} - end of story '' and I announced I'd pay, I asked for her confirmation that no further billing would be made on a closed account, and that I'd be reporting this repeated harassment and poor business practice.

Company response to consumer: Closed with monetary relief