Consumer complaint received 2025-01-06 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: MI

Complaint narrative:
I made an overpayment on my Capital One credit card on XX/XX/XXXX. I continued using my card as usual. 

On XX/XX/XXXX, a transaction titled 'Credit Balance Refund ' in the amount of {$1500.00} was posted as a charge on my card. I noticed this today XX/XX/XXXX so I called the customer service number on the back of my card ( XXXX ). They stated that a paper check was mailed to me for this amount because I made the overpayment. I asked why, since I've made overpayments before ( XX/XX/XXXX ) and have just continued using my card until I have a positive balance due again. This check refund was also months after the over payment was made. They stated that I would have needed to request this check, but they couldn't explain to me why the check was issued in the first place since I did not request it. I told them from a security standpoint this was concerning and asked for them to simply cancel the check that they issued ( which they agreed it had not been cashed ) and return the available funds to my card. They declined the ability to do this, telling me in 3-5 business days they 'should " be able to process it so I should call back then. I asked who requested the check since the employee said she couldn't see a request in the first place. Therefore if there wasn't a request for the check, I asked why was it issued and which employee issued the check. Finally, I asked why it was not possible to reverse the charge and cancel the check. The more questions I asked, the more I was put on hold. When I directly asked her if I understood correctly that she could not answer any of the questions, and she confirmed, I stated that I would contact the FTC & CFPB to explore this suspicious activity. She then hung up on me after a total of 33 minutes on the phone. 

I'm concerned this was not actually Capital One, despite it being the number on the back of my card. Based on her thick accent, I'm wondering if this was at a call center in XXXX. 

I then found the number for the Fraud department of Capital One ( XXXX ) from their website. This call was also sent to a call center in XXXX ( again, my assumption ). I explained the circumstances of the previous call, and was again placed on multiple lengthy holds between my questions and concerns. This person, however, stated that the check was automatically issued. I asked why there was a discrepancy in the process of getting a paper check refund and was met with the same inability to answer any questions or restore my account. Finally, I asked what department I had reached and what phone number to use to reach them. She gave me a different number than I dialed and said it was customer service. I said I called the Fraud department at the above stated number and she declined to be that department. She said there was nothing she could do to help and we disconnected after 28 minutes. 

I placed a lock on my credit card so no further charges could be made. 

I'm not sure if the phone numbers are corrupted/being rerouted or if Capital One itself is refusing to return my money. Please help me resolve this, I can't afford to have {$1600.00} tied up somewhere in limbo. Thank you!

Company response to consumer: Closed with explanation