Consumer complaint received 2026-05-04 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: AZ

Complaint narrative:
SUBJECT : XXXX XXXX {$5200.00} disputed with Discover Card SYNOPSIS : I have made multiple attempts to resolve this matter through XXXXpon 's customer service channels, as well as Discover Card, but the issue remains unresolved. Although it was briefly corrected, the resolution was later reversed. I have filed multiple disputes for two identical charges of {$2600.00} to my Discover Card, which have all been closed. The latest dispute was closed on XX/XX/XXXX, stating the issue was resolved in my favor. On XX/XX/year>, XXXX Customer Support informed me that, due to policy limitations, the only available remedy was {$2600.00} in XXXX XXXX. This is unacceptable. I am caught in a tug-of-war between both agencies, and neither is willing to help me. ISSUE : On XX/XX/year>, I attempted to purchase a voucher for XXXX XXXX XXXX for {$2600.00}. After receiving two emails from XXXX stating that the purchase had not been completed ( XXXX XXXX XXXXXXXX Is Waiting For Checkout! ), and seeing no voucher in my account/profile, I reasonably believed the transaction had NOT gone through. As a result, I completed the payment again. This led to two charges of {$2600.00}, totaling {$5200.00} on my Discover card. I immediately attempted to correct this simple duplicate-charge error through XXXX 's customer support system [ AI Chat ], which did not assist me. Because the matter was urgent, I filed a transaction dispute with Discover on XX/XX/XXXX. This resulted in both charges being reversed and the voucher being canceled. This should have resolved the issue, especially since I learned at my ophthalmology consultation on XX/XX/XXXX that I am not a candidate for the laser eyelid procedure. On XX/XX/XXXX, I received an email from XXXX stating that customer support could not assist due to the active dispute with Discover. I explained that the dispute was specifically regarding the duplicate charge, and that I could not use the voucher either way, as I was deemed a non-candidate for the procedure. Meanwhile, the full {$5200.00} continued accruing interest, costing me more money every day. XXXX later responded directly to Discover with an eleven-point explanation claiming BOTH identical charges were valid, ignoring the clearly duplicative nature of the transactions and the fact that no service was ever rendered. On XX/XX/XXXX, Discover Card recharged {$2600.00} to my account, marking the dispute as resolved and valid, bringing the total charged to my credit card to {$5200.00}. I then contacted XXXX again and sent a formal demand letter to their legal department to advise that legal action would be my next step toward a resolution. I provided XXXX dispute closure letter and asked for the refund I am entitled to as a non-candidate for the procedure [ see Need to Know Info ]. XXXX response was inadequate ; they refunded only one charge of {$2600.00} and offered to issue {$2600.00} in XXXX XXXX for the other. I called Discover Card XXXX to help me with this issue. They suggested yet another dispute for non-receipt of goods/services. This dispute was closed on XX/XX/XXXX as I received a refund. I only got XXXX a refund. I have explained this over and over again, and it's not registering. More phone calls to Discover, and a representative actually said XXXX is in the right and said I only had three days to resolve this matter before all sales are final. This statement was a total fabrication. One can't even get in to see a doctor for a consultation within three days. This was my first experience with XXXX, and it will be my last. A straightforward duplicate-charge error has turned into a 60-day ordeal filled with unhelpful automated AI chats, repetitive emails [ XXXX from XXXX ], and XXXX financial costs. Discover Card has not been any more help than XXXX. This is a bit of a complex matter that no one is bothering to understand or help me with. I thought it would be very easy to see that this was a matter of paying twice for the same product, a product that was never received. Under XXXX own policies and applicable consumer protection laws, I am entitled to a full refund because : The service was never provided I was not a candidate for the procedure and, as stated in their terms, if ineligible for the procedure, a refund will be provided The second charge was a clear duplicate caused by misleading system emails Even the XXXX XXXX customer service system acknowledged that I was entitled to a refund based on the fine print. Discover Card has demonstrated they simply are not in the business of protecting consumers and cardholders from issues like this. AMOUNT OWED : Refund due : {$2600.00} Interest : Daily interest beginning XX/XX/year>, continuing until payment is made I plan legal action next. These business practices are unconscionable for both parties, XXXX and Discover Card. I also want to make other consumers aware of this egregious financial abuse and to use extreme caution when using XXXX, and that Discover Card will not help you when you need it most. This is a lot of money that has been handled in a most cavalier and inadequate manner by both parties. XXXX cites its " policies '' as preventing a refund ; however, the voucher clearly stated that the purchase was refundable or else I never would have risked that purchase. By not issuing a full refund, XXXX has demonstrated very dishonest and fraudulent business practices, and Discover Card is backing these schemes. I'm in disbelief and saddened that this issue even had to be elevated to this level ; it seemed to be a very easy and actionable matter.

Company response to consumer: Closed with monetary relief