Consumer complaint received 2023-10-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I contacted Capital One on XX/XX/XXXX to request they close my account or downgrade, or whatever was necessary for them to refund the renewal fee that they posted XX/XX/XXXX, which would have paid for 12 months of future use of the card. Capital One refused. Capital One made several excuses. These excuses were lies. 

Background : I applied for the card in XX/XX/XXXX. 
The first 12 month fee showed on my bill with a date XX/XX/XXXX. 
I had just received that card, and used it for the first time XX/XX/XXXX. I paid the bill without complaint. 
The second 12 month fee showed on my bill, assessed XX/XX/XXXX. I paid it without complaint. 
The third 12 month fee showed on my bill, assessed XX/XX/XXXX. 
This bill would be due XX/XX/XXXX. 
I paid the account balance in-full, actually {$2000.00} more than owed due of a purchase refund crediting the account XX/XX/XXXX or XXXX. 
I called to notify Capital One I would not pay to renew the card another 12 months, and asked that they refund the fee and close the card if necessary. 

Excuses Capital One made : 1. Capital One is not able to refund or waive the fee. 
2. Fees can not be disputed once they are assessed. 
XXXX. I called too late, I had to call before XX/XX/XXXX. 
4. The reasons are all documented in the XXXX XXXX XXXX 

Reality : 1. A business is always " able '' to refund/waive any fee they charge. Capital One simply did not " want '' to. 
2. All fees can be disputed before bill due date. It is even written on XXXX XXXX XXXX XXXX We will generally treat Fees as purchase transactions unless otherwise specified below. These Fees apply to your Account only if your TruthinLending Disclosures provide for them. '' 3. Capital One card statements indicate there is a 40 day window to cancel and receive the refund for the annual fee. This language is written explicitly ; " How can I Avoid Membership Fees? If a Renewal Notice is printed on this statement, you may avoid paying an annual membership Fee by contacting Customer Service fewer than 40 days after the annual membership Fee was assessed to request that we close your account. To avoid paying a monthly membership Fee, close your account and we will stop assessing your monthly membership Fee. '' Considering the fee was assessed XX/XX/XXXX, I should have until XX/XX/XXXX to close the account and remove the fee. 
4. The XXXX XXXX XXXX XXXX Customer Agreement document was downloaded and carefully reviewed after speaking to Capital One on XX/XX/XXXX. The document has nonspecific boilerplate language regarding membership fees, and no language that supports the excuses made to me by Capital One. 

Summary : I over-paid my credit card balance. I requested to cancel membership in a timely manner. I deserve to have my over-paid balance fully refunded. I deserve to have the membership fee for the card fully refunded, with closure of the card. I " deserved '' to not be lied to and bullied in this relationship.

Company response to consumer: Closed with non-monetary relief