Consumer complaint received 2020-06-17
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: Card was charged for something you did not purchase with the card

Complaint:
I will include several attachments that can more adequately detail these issues but in summary. 

As soon as I discovered charges that did not belong to me on my account ending in # XXXX, I reported it to Capital One, and they were removed. These two charges were/are for {$250.00} & {$51.00} plus interest, and numbers unauthorized auto-debit payments each month ... 

In my initial letter ( attachment # 1 ) you will see that I provided in advance every documentation I could think of to support the dispute and the two charges as not being valid, and requested for this error to be completed within 30-days, which at first Capital One ( " C.O '' ) did remove. Thereafter they began to write with requests for more and more information. See attachments # 2 & 3, and ( attachment # 4 ) my response to the initial request ( s ) for additional information, on top of what I had already provided in my first certified letter. 

In my response ( attachment # 4 ) I pointed out that there was still an additional {$31.00} of interest which still had yet to be refunded. I also thoroughly answered all of these questions as best as I could, because not only were these charges unauthorized by me, they were also for what appeared to be charges for an amusement water park, that I was already a standing annual pass holder for, and therefore would also have no need for individual passes for similar, when I was also already a holder of a multi-park pass. 

It appeared to be very after-the-fact, that now C.O. continued to request more and more information, even after faxing the response to there request for more information, with a letter that was sent so late that there was barely time to respond in time for the deadline, I did, and re-faxed again anything additional I needed to add to most thoroughly answer whatever I could, without having any more information to provide them, as again, this was not a purchase that I initiated myself. Surely now they had enough to finalized this dispute, after having already made the initial adjustments from my first letter and now providing anything more within my ability to provide. 

Near the end of XX/XX/XXXX, I get yet another request for more information ( attachment # 5 ), and I complied ( attachment # 6 ) ; each time I am making sure to copy and paste their form and type the responses as best as I can answer. To reiterate : I had been billed more than once for the same/similar transactions which are part of a platinum annual pass which I already have and had no need for these other separate passes ( es ), and I do not owe the amounts of {$250.00}, {$51.00}, plus any interest that has been charged on those totals which I have been billed and money has been taken from my account to cover those charges, and I expect them all returned in full, not just partially. 

Each step along the way I answered all possible questions, provided proof of being ( 1 ) billed more than once and having ( 2 ) paid for the same transaction by other means, ( 3 ) provided proof of alternate payment documentation ( receipts ) ; again, I was billed by the original merchant XXXX XXXX XXXX XXXX XXXX for Annual Platinum Passes from XX/XX/XXXX, through XX/XX/XXXX. ( 4 ) I included my XXXX XXXX XXXX XXXX , XXXX 's XXXX Terms and Conditions, ( 5 ) Pasted all the credit card charges together that I could locate ( in attachment # XXXX ) and I also provided ( in attachment # 4 ) copies of both XXXX  XXXX XXXX XXXX reflecting the covered parks they include, such as XXXX, and the date of the pass expiration " XX/XX/XXXX ''. Again to reiterate, if you look on attachment # 4, pages 7, 8, 9, 10, I have answered all of their questions numbered and answered below where I cut & pasted their form, and then added my responses. 

In addition to completing the latest request for more ( of the same information, repeatedly, which I was advised to respond as " Asked and Answered '' if already answered following many times of already having presented before from the 1st certified letter, fax, and 2nd certified letter, again. I made sure I also sent a fax on the day of the deadline so that C.O. was aware that a letter was on its way ( attachment # 7 ) ; In attachment # 8, notice where these two unauthorized purchases have already been removed/adjusted, and a small fraction of the interest, and not the entire interest sum/total. Finally, see in attachment # 9, where on XX/XX/XXXX, the day following the deadline, Capital One, rebills both the {$250.00} & {$51.00} again, which again had not been authorized. They did not honor the same rules as they had spelled out in both their XX/XX/XXXX & ( especially ) XX/XX/XXXX, case letter request ( s ) for more information on case # XXXX ; despite the fact that I complied within the XX/XX/XXXX, deadline by certified letter ( proof of certified letter, Attachment # 7 ), and Attachment # 10, reflecting the date delivered of the certified letter on XX/XX/XXXX. Three days after they had reversed the credits given in the dispute, they now rebilled them back to me.

Company response to consumer: Closed with explanation