Consumer complaint received 2019-07-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MO
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:
Complaint against XXXX XXXX, XXXX and her organization The ACMSS, and Capital One Visa. 

Screenshots included in PDF form with attachments. 

Timeline of events regarding my complaint against XXXX XXXX XXXX and her organization The XXXX, as well as a complaint against Capital One Visa credit card company. 

In XXXX I started the process to obtain certification for XXXX XXXX through the XXXX. 
Yearly renewal fee stated : {$85.00} per year. 
Other documentation needed for renewal : Proof of continuing education which had to be provided to The ACMSS. 

XXXX : The XXXX used the card I had utilized in XXXX and charges my card automatically for {$85.00}. I did not submit any proof of continuing education. Yet, the renewed my certification. I assumed the documents from XXXX training were still valid. 

XXXX The XXXX charges my card again {$85.00} for XXXX XXXX XXXX. Again, I have not submitted any proof of continuing education. This time, I email them and ask them to please remove my card from their system. I told them if I wanted to renew, I would do so manually. They send me an email and confirm that they will fulfill my request to remove my card and not save my cards for any future charges unless I ask them to run it. 

XXXX I renewed the XXXX XXXX certification by phone. Again, they still did not ask for my yearly proof of education. At this point, I am getting a weird feeling about them. It was hard to really doubt them because even XXXX XXXX has them listed on their website. Therefore, I assumed they were a valid and legitimate organization. 

XXXX This is where the problem really gets serious. 
XXXX I received an email from Capital One visa telling me a transaction for {$1200.00} was declined because I did not have enough credit. 

The same morning of XX/XX/XXXX, I called Capital One and spoke to an agent. I explained to her that I did not know who the merchant was and I certainly did not authorize {$1200.00} to be processed. I asked the agent at Capital One to please do everything we need to in order to prevent this company from trying to charge my credit card. The agent tells me that all they need to do is issue a new credit card number. I asked specifically to her if we needed to close the account or put a block/alert on this merchant. She assures me nothing else needs to be done because the merchant does not have my actual account number, only my card number. At this point, although I thought they were the same thing, she was so sure of herself that I believed her. 
During our conversation, I also asked her if there was a phone number for this merchant. She provided me with the number XXXX. 

I called the number provided of XXXX and it was an answering service. They asked me how many licenses I wanted to purchase. I said I do not want to purchase anything, I want to know why you are trying to charge my card {$1200.00}. The woman informed me they were just an answering system. She asked for my name, phone number and the reason for my call so she could send the message. At this point, I am very uncomfortable with them as I do not know who they are. I tell her I want to know who this company is. All she said she could give me is their website. Which she said it was XXXX XXXX XXXX XXXX I  decided to navigate the website provided and after some digging around, I realized it was linked to The XXXX. I called their phone number again and this time I left my name and number and asked for a callback. 

Continuing on XX/XX/XXXX, after my credit card declined the transaction due to not enough credit. I received an email from The XXXX  to my work email. They are sending me an invoice for {$400.00} I ignored the invoice as I had already been assured by the Capital One agent that The XXXX would not be able to process a transaction again. 

XXXX At this point, I still have not received a callback or an email back from The XXXX. I have done both, emailed them and called them. By now, I have also received my new credit card as well as it has been activated and my bill paid off. 

Continuing on XXXX I receive an alert that a transaction for {$1200.00} has been made on my Capital One account. See screenshot below. The merchant is listed as XXXX College of XXXX at yet another address ( see image ). Then it says that it will appear on my statement as XXXX College of XXXX. The phone number is for The XXXX 

I click on their Report a problem and Capital One asks me to call them. I contacted them and they tell me there is nothing they can do until the transaction finalizes. The link to call this vendor gives me a different number of XXXX. The link on the screenshot that says XXXX College of XXXX Website That link takes me to an " XXXX XXXX XXXX '' Lawyers in the XXXX XXXX. See screenshot in PDF version of this statement. 

Continuing on XXXX I once again contact XXXX XXXX and her company to once again get their answering service. I leave another message. I send them more emails, no response. 

XXXX The {$1200.00} charge finalizes processing through my credit card account. I call Capital One again and I ask them to file a dispute. They asked me not to send any documentation unless they asked. They tell me they will look into it. I follow up with them a few weeks later and they tell me the merchant still has time to respond. 

XXXX I received voicemail from a Capital One agent asking for me to call them back. The number on the caller ID shows as unknown, but he leaves a phone number as well as an extension number that I could not make up. I called the general phone number and they put me through the dispute department. The agent then asked me to submit documentation. He sends me a link and I send everything I have on hand. However, he was very vague with his request by saying to just upload documentation, he did not ask for specifics or said that the merchant had refused to refund the money. XXXX was a Friday and I did not have the time to submit them right there and then. 

XX/XX/XXXX Capital One must have overnighted it a packet with a letter saying they were closing my case because the merchant had already responded. Note that I had just talked to Capital One on XXXX and they requested documentation. I had not even had a full business working to submit it. Now, this packet ( Copy enclosed ) had documentation The XXXX had submitted to them. As you can see, it is a screenshot of their website where supposedly all clients mark a checkbox. Remember that I had asked them to not keep my cards on file and they responded with affirmation they would remove it. When I paid over the phone, I obviously did not check a box. I never signed a contract with them either, although they say everyone signs a contract. 

XXXX First thing in the morning, I use the link Capital One emailed me and I upload several documents along with a statement asking them to keep dispute open. Within a very short period of time, I received a call from Capital one and their agent tells me they are closing the dispute. I requested to speak to someone else. I then spoke to XXXX with employee ID XXXX in XXXX, VA. He tells me there is nothing they can do. Basically, it is my fault because I once provided this merchant with my credit card information. I spent one hour and twenty-five minutes on the phone with him, he decides to be helpful and send it to someone else for review. He also told me that XXXX XXXX and her organization probably pay VISA for a preferred service which includes VISA giving the merchant new card numbers. This is supposedly how XXXX XXXX and her company got a hold of my new credit card number. 
Now, in the midst of all of this, I check my Capital one account and realized that on XX/XX/XXXX, the same they asked me to submit documentation, Capital One had already put the {$1200.00} charges back on my account. 

I then, make the decision that I will email XXXX XXXX and her organization daily. 


XXXX No returned calls from Capital One or The XXXX/ XXXX XXXX . I send XXXX XXXX emails at 3 different address I found. You will see this in the copy of the emails I will be attaching. 
I also file my second complaint with the XXXX XXXX  XXXX. I also received a notification from the previous complaint I filed. They tell me that the merchant responded ( same answer they gave Capital One ) and there is nothing they can do so they wont reopen my first complaint. They suggested taking them to small claims court. ( See email ) attached. 

XX/XX/XXXX I email XXXX XXXX and her team again at 3 different emails. 
@ XXXX I received an incoming call from a number XXXX, a Texas number. I am in the middle of my workday and cant answer the call at this time. I did look up the number on XXXX and discover the number is associated with XXXX sales department. They did not leave a voicemail. 

XXXX @ XXXX XXXX I called the number that called me on XX/XX/XXXX, XXXX. A XXXX XXXX answers the phone. I tell her who I am and that I had missed a call from this number. She tells me that they will cancel my account and that it was approved on XX/XX/XXXX. Now, she kept saying canceling the account vs refunding me the money. I specifically asked her to verbalize a statement saying they are refunding me the {$1200.00}. She does so. I told her that no one has contacted me in any way or form to notify me of this. I asked her to send me an email with this information to have as a confirmation. She refuses to do so and tells me that they dont do that. She tells me I will just have to wait 4-6 weeks. At this point, on XX/XX/XXXX, XXXX with Capital One had told me The XXXX had already refused to refund the money twice. 

XXXX XXXX I called XXXX with Capital One. He is not available so XXXX tells me he will call me back. In the meantime, she tells me to upload a statement with details of my conversation with XXXX XXXX. I do so per her link provided. 

XXXX XXXX I have a missed call from XXXX with Capital one. 

XXXX XXXX  I called XXXX back and XXXX leaves him a message to call me back. 

XXXX XXXX XXXX with Capital One calls me back. He tells me he has bad news and as per our conversation from XX/XX/XXXX there is nothing they can do and the dispute will be closed. I asked him if he had even looked at the documentation I had uploaded. He tells me no. I told him about my conversation with XXXX XXXX. He says he doesnt understand because refunds have been denied and they wont answer their phones. He also tells me Visa gives them 15 days to refund the money and the time is almost up counting back from XX/XX/XXXX as stated by XXXX XXXX. He tells me he will try to call them and puts me on hold. He gets back and says he has tried several times but keep getting a message saying she is on the other line. He tells me he will keep trying and will call me back once he hears something back. 

XX/XX/XXXX at XXXX XXXX Capital One calls me. Again they tell me there is nothing they can do. I insist I do not want to close the dispute and I want to get to the bottom of this. XXXX still is not able to get a hold of merchant. 
Sent another email to XXXX XXXX and her team. No response. 

XXXX I received another letter from Capital One saying based on documentation submitted by XXXX XXXX and The XXXX, there is resolution and no refund is made. They tell me to send them a letter if I want to keep the dispute going. Letter from Capital One dated XX/XX/XXXX and tells me the documentation I sent them is not what they requested ( remember they did not ask anything in specific so I sent everything I had ). They really want to close the case. 

Sent another email to XXXX XXXX and her team. No response. 
No call back from XXXX at Capital One to update me on the status of contacting this XXXX XXXX. 

XXXX @ XXXX XXXX I send another email to XXXX XXXX and her team. No response. 
No callbacks from Capital One on this day either. 


XX/XX/XXXX I still have not heard back from XXXX with Capital One or from XXXX XXXX / The XXXX. 
I send Capital One a statement typed telling them I want to keep the dispute open. I also send documentation again with remarks on the enclosed merchant response they included. I used their link to upload it, I faxed a second copy at the number they requested of XXXX. Their phone number for Transaction Support Center XXXX. Then, I also mailed the 3rd copy to their address listed on the letter, with tracking which arrived XX/XX/XXXX. 

Emailed XXXX XXXX and her team at more addresses found. No response. 

XX/XX/XXXX - No calls backs or email responses from Capital One or XXXX XXXX. At this point, Ive given XXXX with Capital One a few days to try and get a hold of XXXX XXXX with XXXX XXXX and her XXXX  organization. I called XXXX in the afternoon, he is not available. He calls me back and tells me he has been trying to call XXXX XXXX 2-3 times a day and no response. Now there is a different voicemail with a different voice. He tells me he has even asked them on the voicemail to provide me with a refund receipt. XXXX tells me he will continue to call them. 

XX/XX/XXXX No calls backs or email responses from the merchant or Capital One. 
Emailed XXXX XXXX at various email addresses. No response. 

XX/XX/XXXX I email XXXX XXXX and her organization again. No response. 
Missed call from Capital One - XXXX. 

XX/XX/XXXX : I returned a call to XXXX with Capital One. They tell me he will call me back. 

@ XXXX XXXX Mark with Capital one calls me and says he was able to speak to XXXX XXXX with XXXX XXXX and The XXXX. She tells him that she never told me I would get a refund ( which was my concern when she told me I WOULD get a refund, hence I recorded the conversation ). XXXX XXXX tells XXXX with Capital One that I agreed to a license of {$400.00}. The rates went up from {$85.00}, she says. I brought up the fact that I was charged {$1200.00}. XXXX tells me that he asked about that and XXXX XXXX told him that I signed up other people for licenses. Which I never did. I never authorized the charges, to begin with. They refuse to provide documentation to XXXX. XXXX tells me he cant force them to. At this time, I will be getting interests charged on this balance, I have used a lot of my time between phone calls, emails, filing complaints, reports, etc. XXXX with Capital One tells me there is absolutely nothing they can do now. 

@ XXXX XXXX I contacted XXXX XXXX XXXX department in CA at XXXX dispatch told me I need to go through my local law enforcement. 



XXXX XXXX and her company have not returned my messages still. 

In short, XXXX XXXX and her organization have several complaint reports on the better Business Bureau. Mine is not even listed on there for some reason, so there must be more than it shows. They are renewing licenses based on credit card information previously obtained and somehow obtaining new credit card numbers. Their yearly renewal fee has always been {$85.00} but people are somehow getting charges of hundreds of dollars. They wont return calls and they have provided capital One with nothing that shows I agreed to pay {$1200.00}. 

Capital One has been careless even with the documentation I submitted. Agents had no idea of what I was talking about when I would point out a specific document. It is like they were not even trying. The dispute was closed and charges put back in my account on the same day the first request for documentation was requested from me before I had even had the chance to submit documentation. They tell me it is my fault since I provided them once upon a time a credit card number. They tell me there is nothing they can do, they cant just take the money back. Yet, they also tell me they cant speak to the merchant, but the documentation the merchant sent is sufficient. The documentation the merchant sent has no documentation with my name on it or my signature. Capital One is not only accepting this as proof that I agreed to something, but they are also conveniently being careless with the review of documents I submitted. 

I have provided them with a history of previous payments from previous years where the fee was {$85.00}. I provided them with the invoice of {$400.00} The XXXX sent me after their first attempt to charge me failed due to not enough credit. Yet they charged my card a second time for {$1200.00}. An obvious red flag. 
Not to mention, I contacted both, Capital One and the merchant first time it happened. The very own Capital One agent assured me changing my card number would save me from this headache. Capital One now refuses to take accountability for not taking the necessary actions to protect me as their client. To make matters worse, they are not taking documentation I am sending seriously, and overlooking my documents. 

Upon reading other complaint reports on this merchant, some people mention how their credit card blocked the transaction because it was suspicious. So if other cards did this, why is Capital One being so unhelpful? They say it is a Visa policy. 

There is a lot more to this story in regards to the merchant. Such as discrepancies in their own email statements regarding refunds and what not. I will be submitting several documents with annotations on them to point out things listed on this statement. 

I appreciate any assistance I can get. I have filed complaint reports with various institutions against XXXX XXXX and The XXXX but keep hitting walls. All these organizations receive the complaint but tell me there is really nothing they can do, they will file the complaint for records. This is not only about the merchant, but about Capital One and Visa as well. I am incredibly disappointed with how they are handling this situation. They have been so careless with my situation, even though I contacted them from the very beginning and have been in constant touch with them, as opposed to the merchant that wont even return their calls. The agent XXXX did say he would file a report/ complaint with visa about this merchant. Still, that does not help me directly. 

In addition, I have recently discovered that she has this license even listed on XXXX. See attached pictures. 

I will continue to gather all documentation I find, as well as continue to contact XXXX XXXX and The XXXX. 

Sincerely, Their phone numbers found : XXXX XXXX XXXX XXXX Emails found for XXXX XXXX and The XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX Addresses : XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, CA XXXX PO BOX XXXX XXXX CA XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Their websites : XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief