Consumer complaint received 2022-03-21
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
While traveling for work on XX/XX/2021, I received a text that my Capital One XXXX  XXXX  was charged for {$1100.00} from a location in Virginia. I was in NC at the time, so I said I didn't make the charge. Turns out it was a legitimate charge from XXXX, who charges in advance from their XXXX, not the local branch where you are, which I did not know at the time. The card was cancelled and the charge reversed. I got a XXXX balance receipt at that time from XXXX, so I didn't realize they hadn't been paid. XXXX did not respond to the dispute so I didn't know the charge was from them until they sent me a " do not rent '' letter in XXXX. When I received the letter, I realized they had not been paid and I provided my credit card info to them on the form they provided at that time. On XX/XX/XXXX, XXXX XXXX XXXX, a collection agency retained by XXXX, contacted me about the same issue. I told them I had provided XXXX with updated credit card info, and they assured me that it often happened that XXXX didn't use the information they were provided on mail in forms, so I gave them the same credit card information to resolve the issue. Both XXXX and Viking charged me the {$1100.00} on that very same day, XX/XX/XXXX. I contacted Capital One by telephone and was told to work it out with XXXX since XXXX had failed to follow the proper dispute procedure. I exchanged emails with XXXX for the next 2 months, culminating in XXXX sending me an email in XXXX acknowledging that I had been charged twice and that they had refunded the money to my bank on XX/XX/XXXX so I would have to work it out with Capital One. I tried for the next month, but Capital One now says they never received the money and recharged my account for the {$1100.00} on the bill this month. They stated that the dispute is outside the timeframe for resolution according to XXXX XXXX guidelines, so there is nothing they can do and they are refusing to help me. XXXX " Customer Service '' is not responding to emails and refuses to elevate the matter to supervisors as I have repeatedly requested. Further complicating the matter, I received a check form XXXX  Services for {$720.00} in XXXX. This matter is the only time I have ever interacted with XXXX, so I called them and asked why they had sent me the check. They could find no record of the file number written on the check and could provide no information as to why I received it. If that check was supposed to be a refund for the second charge, which is the only thing it could logically be, it is {$390.00} short. I need someone that these corporations will listen to to get them to look at the data and resolve the issue. I have it all documented and it is plain that one of them owes me money, but they are not willing to do the right thing without pressure from a regulating entity such as CFPB. I hope you are able to help.

Company response to consumer: Closed with monetary relief