Consumer complaint received 2021-08-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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:
Case # XXXX In XXXX of XXXX we closed a business we have had for over 30 years and in that process, we closed all credit accounts. That lead to us noticing a {$42.00} transaction that we didn't recognize but knew we didn't authorize because we hadn't made any credit card purchases for the last month. I called the phone number in the description - " Not in service ''. Called Capital 1. They investigated and told me it was a rogue computer with no traceable origin that has been hacking us for some time. A chargeback was initiated but could only be done for the year XXXX ( including this XXXX charge ) ... balance would be XXXX or less. I thanked them and moved on and to date we have made no purchases or paid any other money. 
XX/XX/XXXX Letter from Cap1 listing six transactions of {$42.00} credited and stating the card is deactivated. 
XX/XX/XXXX Letter from Cap1 stating, " We're happy to tell you that your fraud investigation with Capital One is now resolved. '' Also included, was a statement notifying me that the merchant may resubmit charges but and if so, we would be notified. That never happened. 
XXXX XXXX New bill from Cap1 showing previous balance - {$630.00}. No one could explain this number. 
Same bill shows " transactions '' XXXX on an account for which we have no possible way of using since the account card had been deactivated for over a month. This number included a new {$42.00} charge made on XX/XX/XXXX! All in all, they charged the account with 11 '' adjustments '' of {$42.00} plus a CREDIT BALANCE REFUND charge of {$580.00}. Clearly, there was a real mess in XXXX XXXX land so I called again. 
XX/XX/XXXX - Called Cap1 - went through XXXX then XXXX and finally supervisor XXXX XXXX ID # XXXX ). Again, got assurance that they were taking care of it with a XXXX  balance but I insisted that the account be completely closed even though we had had it since XXXX. My trust level was now beyond low. 
Later, I get a call from XXXX as a part of the closure process. She tells me we are indeed at a XXXX balance AND, IN FACT, we are owed money from our over XXXX points we had accrued over the years. I agreed to a check and got confirmation # XXXX. Done and Done. 
XX/XX/XXXX - brand new bill! Previous balance XXXX bucks ( XXXX, I assume ) plus late fee and interest. New balance {$460.00}. Unbelievable!!! Last call, forever. Told them I have had enough, this account is closed and should be silent and I will not be paying these charges ever. They transferred me to a much more intimidating man who then tried to get me to authorize a new investigation. I refused since I have no account to authorize. 
XXXX - Up to $ XXXX and the interest rate has gone up significantly ... bal {$550.00}. 
XXXX - Up to {$560.00} ( weird number ) but mysterious " other credit '' has it back down to {$420.00} ( Even more weird ). 
XXXX - first " collections '' type letter with warnings and red graphics XXXX scare tactics? ) Time to turn these XXXX  into the authorities.

Company response to consumer: Closed with monetary relief