Consumer complaint received 2020-07-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
To whom this may concern : My name is XXXX XXXX XXXX XXXX and I am the XXXX  and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX located in XXXX XXXX Fl. I called Capital One credit card company on yesterday and discovered that the automated service was saying that the XXXX 'XXXX  balance was {$750.00} and this month 's statement reflects the same amount due. I took notice to two unauthorized charges on the statement and had reported that an adjustment be made on the XXXX XXXX  account the day prior which was Tuesday XX/XX/XXXX. The first charge that I was disputing was dated XX/XX/XXXX ( Merchant " XXXX  '' ) in the amount of $ XXXX.After contacting the Merchant directly a credit of {$200.00} was issued by them and I might add that Capital One admitted that they had received the credit when I spoke to the first representative ( XXXX  ) on yesterday ( XX/XX/XXXX ). That would bring the total that the XXXX would be liable for to {$96.00} for that transaction. The second charge was dated XX/XX/XXXX ( Merchant " XXXX  '' donations XXXX XXXX ) in the amount of {$290.00} and I was not able to reach anyone from their office as of yet.I advised the representative ( XXXX ) about my concerns and went into details advising that we had paid this merchant {$290.00} last XX/XX/XXXX in advance to attend the Summit that was scheduled XX/XX/XXXX in XXXX which was cancelled because of Covid19. We never requested our money back from " XXXX '' but the irony of it all is our credit card was yet charged again on XX/XX/XXXX for an additional {$290.00}. I advised Capital One that this was totally unauthorized and that the merchant ( XXXX  ) if anything owed the XXXX  {$290.00} from the previous year.I advised the initial rep ( XXXX ) of this matter and even did the math for them to advise them by my calculations that the XXXX  balance due after subtracting {$200.00} ( credit from XXXX  ) and the {$290.00} from ( XXXX  ) that was being disputed is a total of {$490.00}. $ XXXX {$490.00} amounts to {$250.00}. After going back and forth about this for at this point about an hour and 20 minutes he was advising me that " I understand your position and agree with you '' he didn't have the authority to make the adjustment on the XXXX 's account and only his manager could. I requested to speak to her and once she got on the line I abreast her about the issue. The managers name is XXXX ID # XXXX, and she went over the statement again advising me yet again that the balance was correct at {$750.00}. She added repeatedly that the credits would be on next month 's statement and refused to adjust the balance on this statement advising that our XXXX pay the {$750.00}. She actually became belligerent with me now asking me '' Do you have the most recent statement in front of you. '' I answered ma'am that's what I'm referencing and have been for nearly one hour and 40 something minutes! Ms. XXXX began discussing an XXXX charge that is not even on this statement which I am forwarding to your office as well. she repeated " I asked you if you were looking at your most recent statement? '' I replied ma'am this is the most recent statement sent out to the XXXX which is due on XX/XX/XXXX. She said " your most recent statement has an XXXX charge on it! '' I responded to her that this charge from XXXX has nothing to do with the balance that is due on XX/XX/XXXX. At that point i realize that she was being facetious and asked if there was someone else in authority there that I could discuss this with as it was now nearly two hours on this call. She said that I was yelling and I advised her that I'm not being disrespectful in anyway or discourteous and she was in fact being facetious. She said " I am the highest person you can speak to on the phone because her boss won't talk to you and you can call the same number back and then speak to someone else. '' At that point I advised her that the XXXX will be paying what we owe them and that was {$250.00} and we would be coming off of autopay. I believe that improper ethics were used here and that as a manager Ms XXXX was very unprofessional, inefficient, and very rude and belligerent and her company truly needs to be put on notice with regard to this kind of unwarranted behavior especially for a manager to display to a customer and organization that has never been late and pays our balance down to " XXXX '' every month from the conception of this account with Capital One. I am appalled by this entire ordeal to say the least. Your assistance with regard to our concerns here at XXXX XXXX XXXX XXXX XXXX are very much appreciated. Please advise us if any addtional info with regard to this matter is needed! 
Cordially, XXXX XXXX XXXX XXXX PS I have the original documents including this month 's statement that reflects the initial balance due {$750.00} before the credit due of {$490.00} which brings the balance to {$250.00} due today. I will gladly attached them but I do not see a way to attach them,

Company response to consumer: Closed with explanation