Consumer complaint received 2026-04-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD

Complaint narrative:
On XX/XX/year>, I had a virtual XXXX visit with XXXX XXXX XXXX XXXX On XX/XX/year>, XXXX asked for a Maryland address to process the virtual XX/XX/XXXXvisit with XXXX XXXX XXXX XXXX On XX/XX/year>, I responded that I had just purchased a home with my husband in XX/XX/XXXX but the insurance company still has theXX/XX/XXXX address on file. ( Because it was a virtual visit, I did not think this mattered and no information otherwise was given to me. ) On XX/XX/year>, I stated that I would need a payment plan for any charges for the XXXX visit on XX/XX/year>, with no accommodation from XXXX. On XX/XX/year>, I received a surprise charge of {$160.00} to my Capital One Debit card without my consent. On XX/XX/year>, I demanded a refund for the unauthorized charge of {$160.00} and stated that there should be no co-pay for my XXXX visit per the law. On XX/XX/year>, XXXX of XXXX responded by email claiming that XXXX does not book primary care visits, only XXXX visits. On XX/XX/year>, I responded that XXXX XXXX XXXX stated that she is not a XXXX, just an XX/XX/XXXX On XX/XX/year>, XXXX XXXX XXXX states that she can see I signed up with insurance. On or about XX/XX/year>, I disputed th unauthorized charge with my bank. On XX/XX/year>, I deactivated my XXXX account due to the unauthorized charge to my debit card. On XX/XX/year>, I stated that nothing per social media advertised that XXXX only booked specialists for visits. On Monday, XX/XX/XXXX, XXXX XXXX XXXX states that the {$160.00} was the cost of the deductible. On XX/XX/XXXX, XXXX XXXX XXXX stated that she would contact billing to investigate. On XX/XX/XXXX, XXXX says that XXXX can not issue a refund because I have disputed the charge with my bank. On XX/XX/year>, I demanded proof that I authorized the charge of {$160.00}, which XXXX never provided. On XX/XX/year>, I demanded a refund yet again for the unauthorized charge. On XX/XX/year>, XXXX XXXX XXXX says that since I filed a dispute with my bank, XXXX can not issue me a refund and that my bank should be refunding me soon. On XX/XX/year>, I demanded proof of authorization of the charge and demanded a refund if no proof of authorization of the charge could be provided. On XX/XX/year>, XXXX requested the email I used to sign up with XXXX. On XX/XX/XXXX, I informed XXXX that the email we were corresponding on was the email used to establish the account, and again asked for a refund and proof of authorization of the charge. On XX/XX/year>, XXXX XXXX XXXX states that the bank found the charge valid and that XXXX would not be providing a refund. The issue is, by law, a company can not charge my card without my authorization. XXXX only stated that to book the appointment, my card would be required, not to charge for services I did not authorize. To add, the No Surprises Act mandates that surprise billing is unlawful. Lastly, XXXX pulled a bait and switch, which is illegal. XXXX XXXX XXXX is an XX/XX/XXXX and not a specialty doctor, yet, XXXX has charged me as if XXXX XXXX is a speciality doctor. XXXX XXXX even told me per our Zoom call that she is not a XXXX.

Company response to consumer: Closed with explanation