Consumer complaint received 2021-11-10
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT
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:
On XX/XX/XXXX I contacted XXXX through their online chat and had a conversation with an agent named XXXX at XXXX XXXX  to arrange for internet and cable television service for a home I was purchasing in XXXX, XXXX. I was told that it was too early to make arrangements for the service that would have included 210+ channels, XXXX , and XXXX for a period of 12 months at the cost of {$110.00} and then {$130.00} for months 13-24. She assured me that this package would still be available when I called back in two weeks. 
I had an online chat with XXXX again on XX/XX/XXXX and chatted with an agent named XXXX who said that the package I had originally called about was changed to include XXXX instead of XXXX and that was called Double Play. I was told at that time that I was able to sign up for the service and all necessary equipment would be mailed to the house for me to self-install the service. I explained that the equipment could not be sent to the house in XXXX, XXXX at that time as I had not yet closed on the home. I explained that my closing date was set for XX/XX/XXXX. He assured me that they would not mail the package until that time and that there would not be any charges associated with this account until the service was installed and activated. However, I received notification from XXXX that they had mailed the equipment to the house on XX/XX/XXXX. I then had to contact the real estate agents involved to tell them that the equipment was being sent to the house and asked permission for the sellers to hold onto the equipment. 
I called XXXX again on XX/XX/XXXX at XXXX XXXX. and was assured again by the agent that no billing would occur until the account was activated but that I needed to set up autopay and paperless billing with my credit card company to have their discounted price for their service. Again however, XXXX began billing me for service and I tried to have another conversation with an agent named XXXX regarding their erroneous charges. He stated that I needed to cancel autopay and opt out of the service in order for me not to be billed prior to service being turned on. He further stated that he would call me back on XX/XX/XXXX around XXXX XXXX. to check back with me after I purchased the house in XXXX, XXXX to see if I was able to install the service and get it up and running. I then proceeded to turn off the autopay option on the XXXX account as directed and contacted my CapitalOne Mastercard Customer Service number to report the erroneous billing. ( XXXX, nor any other agent from XXXX contacted me as stated. ) On XX/XX/XXXX I closed on the house in XXXX, XXXX and in the afternoon, I found the equipment that XXXX had mailed. I tried to self-install the equipment for internet connection but it would not work. I then called XXXX to report that the service would not work and they agreed to send a service technician here to the house on XX/XX/XXXX. 
On XX/XX/XXXX XXXX XXXX, Tech number XXXX, XXXX XXXX XXXX XXXX, XXXX, CT  XXXX, came to the house and looked at the equipment and explained that it would not work because they had sent the wrong equipment and added that they know that this is old stuff and that it wont work ; but they do it any way. He then told me to throw it away and that he had the correct equipment on the truck. He also stated that he would have to install new lines from the pole to the house. After completing the work on the outside of the house he came in and tried to set up my computer for internet but it would not work. He stated that he would need my password and that he had to access my computer to set it up to allow it to work. He also told me never reset the modem or else it would not work because of whatever he did to my laptop. He gave me his business card and said that I could call him since he lived in XXXX. Since that date of install, the service was spotty at best and the company was trying to charge me for service I did not even have yet and I called CapitalOne Mastercard again to report the charges. At that time, there was a charge for {$25.00} from XXXX dated XX/XX/XXXX and posted on XX/XX/XXXX. I spoke with an agent at CaptialOne Mastercard named XXXX to dispute this particular charge. Since that date, CapitalOne, without any explanation, has disputed charges with XXXX/XXXX that I had already paid for when I had an account with them in the state of XXXX  prior to the sale of my home there. I have no idea why CapitalOne has done this or who authorized these disputes but they have seen fit to dispute charges that I already paid for on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. These payments were in the following amounts : {$130.00}, {$160.00}, {$160.00}, {$140.00}, {$160.00} totaling {$760.00}. I first became aware of this when I began receiving letters from CapitalOne dated XX/XX/XXXX from the Transaction Support Center. I immediately called to find out why they had done this and who authorized these disputes and have spoken to numerous agents and supervisors to no avail. I have spoken with a XXXX in XXXX, XXXX in the fraud and dispute department XX/XX/XXXX at XXXX XXXX 
I called again on XX/XX/XXXX at XXXX XXXX. and spoke with XXXX and was then transferred to a Supervisor XXXX, a Senior Credit Manager then transferred to XXXX who stated that on XX/XX/XXXX there was a claim made for potential fraud and then again on XX/XX/XXXX the case was pending a provisional credit. Again, I tried to explain to her that I had never disputed charges that I had already paid for and that they were in error and that this needed to be rectified immediately. She continued to make the claim that I had initiated all of these disputes. I told her I had never disputed any charge except the {$25.00} charge from XXXX, XXXX. As a result of this, CapitalOne has done nothing to clear up their accounting errors and has put me in financial jeopardy as a result. I am not paying XXXX twice for CapitalOnes fraudulent billing practices. They have refused to accept culpability for their mistakes. 
In addition to this XXXX service was not working properly and I had numerous conversations with their customer service agents both in Online chats and on the phone. In one month, they have tried to charge me over {$1000.00} even though I told them that I wanted the service to be discontinued as per their 30-day moneyback guarantee and they refused to turn the service off. I returned all of their equipment to a store in XXXX XXXX, CT and have a receipt for the returned equipment.

Company response to consumer: Closed with explanation