Consumer complaint received 2024-02-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ

Complaint narrative:
On XX/XX/XXXX, I got a charge on my Capital One Credit Card of {$140.00} from XXXX. I have not been a XXXX customer since XXXX. Me and my family are not using any XXXX service or product. The same day, my wife who is the main account holder called Capital One to dispute the amount and the customer service representative advised to resolve it with the merchant, without mentioning that there is a deadline for the bank to dispute this amount. The same day of XXXX XXXX, I chatted with XXXX Agent , and I was informed that the amount will be refunded to my account within 7-10 business days. We left for an international trip and went back and checked the account, the refund wasn't processed. On XX/XX/XXXX chatted again with XXXX Agent and now it was stated that the amount is not visible on their side, after requesting to talk to another agent or supervisor and transferred to other agents, I was told to go to the store. Me and my wife called in the month of XXXX and XXXX just to be told that the amount is not visible, but they will open a case with their Billing Team, and we will get a call back. It never happened. On XX/XX/XXXX we called again and after more than 1 hr. on the phone we were told again to go to the store, we went to the store on XX/XX/XXXX and the store employees asked us very surprised who sent us there because they are not dealing with billing, and they only have access to services/products bought in store. We were given a customer service number to call. We called while in store, and XXXX customer service transferred us to different other people and could not see any notes that the other agents added to my account while speaking to them. After more than an hour on the call, the agent hung up on me. After it was clear enough that XXXX is not going to help, my wife decided to call Capital One again to dispute the amount. She called around XX/XX/XXXX XXXX and was told that a letter with all the instructions would be uploaded to the Account and she would be notified via email when the letter is available and how to access it. Apparently, Capital One uploaded the letter on XX/XX/XXXX but never notified any of us via email or phone call. She was notified about the final decision letter was posted on the account on XX/XX/XXXX. So, we were not given an opportunity to send the bank any screenshots we had from dealing with XXXX agents. After the decision letter was posted, she called again on XX/XX/XXXX and XX/XX/XXXX. The Customer service representative sent a secure link to upload a letter and screenshots, but the answer received is the same Dispute Letter Decision only with an updated date, that the Dispute amount will be posted back to our account- the bank reversed the amount after the first call on XX/XX/XXXX - since the 60 days period to dispute the charge have passed ). Just a reminder, my wife called the bank to dispute the amount on XXXX XXXX - the day the charge was posted- but was advised to resolve it with the merchant, and was never told that there is a deadline of 60 days, on top of that in XXXX after the call, Capital One did not inform us via email that the letter were we could provide a brief description of everything that happened and proof we may have to support our case could have been provided. XXXX is not helping because the charge apparently is not visible on their side, Capital One is also not helping. And here we are having to pay {$140.00} for something we never received or purchased. Also, this is the first time we have encountered this kind of charge so we weren't aware of the bank deadlines or procedure.

Company response to consumer: Closed with monetary relief