Consumer complaint received 2022-01-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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 joined a gym ( XXXX XXXX ) on XX/XX/2021. 
Had a job loss the very next day on XX/XX/2021. 

I contacted XXXX XXXX imediately and they agreed to cancel my membership and refund both charges. Unfortunately, after agreeing to refund both charges, my account was still charged. 

I opened a dispute with Capitol One since both transactions in the amount of {$64.00} and {$120.00} still showed on my bill. I was told that the merchant has 30 days to respond with appropriate documention. I also contacted XXXX XXXX in XXXX reminding them that they agreed to refund me the amounts. They agreed to send a response letter to Capitol One to help initiate the refund to me for both amounts. XXXX XXXX is not disputing the refund and they have made several attempts to help resolve the issue with the refund with Capitol One. 

Since XX/XX/2021, XXXX XXXX has sent my cancelllation letter to Capitol One, and states that they have issued a refund multiple times. Yet, Capitol One keeps charging me back on my account and refuses to issue the refund. There are several phone calls to Capitol One on a recorded line that can be reviewed. 

XXXX XXXX sent the approval for cancellation for the {$120.00} charge, to Capitol One, and it was recieved on XX/XX/2021. It shows my cancellation approval from XXXX XXXX at the bottom of the letter, effective XX/XX/2021XXXX XXXX XXXX also sent a cancellation request letter for {$64.00} but XXXX XXXX  failed to send the letter in my name. This would be considered " improper documention '' on the merchants part, and therefore, although XXXX XXXX  is not disputing the refund, it was an errror on their part. Therefore, I am entitled to a refund for improper proof of documention. The document they sent is not in my name, is not a signer on my account, does not have my phone number, etc. It is someone elses cancellation letter sent in error and I do not know this person. Capitol One 's response to this improper documentation is that I HAVE TO PROVE that that other person is not ME! How do I do that???? 
Plus, Capitol One has all of my signers listed on my account. 

When I called Capitol One, they said it was a signer on my account but it is definately not. 

I have contacted XXXX XXXX AND Capitol One for XXXX, XXXX, XXXX, XXXX and XX/XX/2021. XXXX XXXX  emailed me a confirmation of refund that was sent to Capitol One and contains the refund transaction ID for both charges. Capitol One states that XXXX XXXX has never issued refund. I have a copy of the transaction letter from XXXX XXXX showing the date and transaction ID of both refunds. 
I sent that to Capitol One, yet it does not appear in my account letters. 

Capitol One has both refunds in their possession for the past 11 months and continually refused to issue an account refund for {$120.00} and {$64.00}. 
And, by XX/XX/2021, they claim it is past the refund time frame, even though XXXX XXXX  has issued the refund MULTIPLE TIMES since XX/XX/2021!!!! 
Again, please listen to my LAST conversation with a supervisor that refuses to assist in this issue. ( XX/XX/2021 )

Company response to consumer: Closed with monetary relief