Consumer complaint received 2022-09-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VT
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:
I made two separate bookings for door replacement ( XXXX on XX/XX/XXXX for {$390.00}, and one on XX/XX/XXXX, {$29.00}, and {$360.00}. Both bookings charged my account, but did not perform the service. I disputed the charge of the first booking ( XXXX ) not realizing that it would interfere with future bookings. My replacement booking ( from XXXX ) was then canceled. I created another booking for XX/XX/XXXX. Again I was charged for the work, but the pro never showed up. My account was immediately credited ( by XXXX ) and the amount refunded. On XX/XX/XXXX Capital One challenged the XXXX refund of XXXX, citing a double refund from the credit card issuer and XXXX. There was only one refund issued for each of the transactions. There was no double refund issued. A double refund would have resulted in three refunds instead of two. Therefore I have a charge of {$390.00} on my credit card for work that I never received. 
The following are correspondence from Capital One regarding the matter. 
Dear XXXX  Here 's an update on your dispute with XXXX* XXXX on XX/XX/XXXX  for {$390.00}. 
We credited your account for {$390.00}, the amount you are disputing. If you were charged any fees or interest related to that amount, we also credited your account for those. In addition, if we reported anything to the credit bureaus about this transaction, we sent them updated information. 
We've asked the merchant to respond to your claim. If they provide a response, we will review it. We'll let you know if we need you to provide additional information to resolve your claim, and while we wait for your response, the charges will be placed back on your account. Please keep all documentation on hand for at least 90 days. Unless we hear back from the merchant, we consider your case closed. 
If you have any questions, please give us a call at XXXX. 

Dear XXXX Here 's an update on your dispute with XXXX* XXXX XXXX on XX/XX/2022 for {$390.00}. 
We credited your account for {$390.00}, the amount you are disputing, and we found the merchant credited your account, too. 
Since your account was credited twice for this dispute, we are removing the credit that Capital One had applied. This adjustment will appear within the next one to two billing statements. Just to remind you, this is a correction and not a charge that you made. 
The transaction and the credit we applied to your account cancel each other out. Here 's an example to show how that works : 1. Let 's say, you made a purchase in the amount of {$50.00} with your Capital One card.

2. Due to an issue with your purchase, you called Capital One to dispute the charge. We immediately credited your account for {$50.00}.

3. Several days later, the merchant also credited your account for {$50.00}, not knowing that you had already received a credit for this charge from Capital One. 
4. So now your account was credited twice-once by Capital One and once by the merchant-when only one {$50.00} credit was needed.

5. To fix this, Capital One removed the duplicate credit by reapplying {$50.00} to your account. This is noted as an adjustment on your statement and is not an additional charge. 
We hope this helps explain the adjustment you'll see on your statement. 
At this time, we consider your case closed. We apologize for any confusion this may have caused. If you have any questions, please give us a call at XXXX. We're available from XXXX XXXX. to XXXX XXXX 
I contacted the company and received this response : XXXX ( Handy XXXX XXXX ) XXXX XXXX, XXXX, XXXX XXXX  Hello XXXX, Thanks for reaching out to us. 

Upon checking, we can see that dispute is still active. As aforementioned since the funds are already frozen, we're unable to process a refund or any action on our end. 

Please seek assistance with your bank regarding this matter and also to check the status of your dispute. 

Let us know if there's anything else we can help with. 

Best, XXXX The correspondence referenced : XXXX ( Handy XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Hello XXXX  We apologize for the delayed response. We're receiving a higher volume of inbound than normal but we're doing our best to reply as soon as possible. 

Upon checking, we've received a dispute alert from your charge on XX/XX/XXXX amounting to {$390.00}. However, we've already refunded this one to close the dispute. Please allow 3-5 business days for these funds to post to your account. 

Additionally, your booking scheduled for XX/XX/XXXX was cancelled and your account was deactivated by our Payments Team so this trend doesn't continue for future bookings. 

Unfortunately, we're no longer able to reactivate your account and it will remain inactive indefinitely. 

If you still have other concerns, you can reply to this email, and we will be happy to assist you. 

Best, XXXX

Company response to consumer: Closed with monetary relief