Consumer complaint received 2026-05-14 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: FL

Complaint narrative:
I originally disputed a charge of {$390.00} on my Discover card related to the automatic renewal of my husband XXXXXXXX XXXX XXXXXXXX XXXX account because we canceled it on or about XX/XX/XXXX. XXXX claimed we were too late. XXXX claimed we could NOT cancel the account ( btw, the year before it was $ XXXX we were horrified to find out it went up to $ XXXX and when we did we tried to cancel, XXXX made it very difficult- almost impossible telling me I had to use the devise I had originally signed up with for the membership ). This evolved into much more than the above... this is NOT a dispute over late cancellation ... HERE IS WHAT HAPPENED : Discover initially sided with us when we disputed this annual membership fee but reversed our dispute when they received the information from XXXX and thus we were fully charged and we paid the {$390.00} to Discover. THIS IS THE PROBLEM : Almost simultaneously, XXXX canceled XXXXXXXX XXXX Premium account. Consequently, XXXX has {$390.00} of our money because of Discover and we have NO Premium XXXX account. The account, which after they received our money from Discover should have been renewed from XX/XX/XXXX to XX/XX/XXXX, was actually canceled by XXXX the week of XX/XX/XXXX. I have spoken to Discover several times in order to resolve this issue. And, of course, during the last almost XXXX months, I did pay the entire {$390.00} amount to Discover card. In continuing to attempt to follow-up with the credit card company, believing they would PROTECT their customer, approximately XXXX weeks ago we actually spoke to a SUPERVISOR with the credit card company. Instead of understanding that we paid {$390.00} with our Discover card for a XXXX year renewal that was NEVER GIVEN TO XXXX because it was canceled by XXXX, the supervisor said he could not reach out to XXXX and then he insulted us by compared our situation to the following situation : " If a diner pays for dinner with his Discover card and he doesn't like it, he can't dispute that. '' The problem is, here {$390.00} was taken from us by Discover and given to XXXX for a membership that XXXX never gave to us. We tried to explain this to the supervisor, to no avail. We also told him that we would he happy to also contact XXXX, but there is no customer service except for those members who are PREMIUM. We told him we were hoping he could reach out to the company as we were getting burned here. We explained that we were unable to message XXXX because, although we could when we were Premium members, we could NOT after they canceled our membership ( even though they were PAID IF FULL via our Discover card ). Discover has relied upon documents showing that we had an XXXX account and that it was on automatic renewal. We do not dispute this- we had an account, but after the annual membership paid through Discover, XXXX CANCELLED THIS MEMBERSHIP. So we ended up without a Premium account and without our {$390.00}. It didn't matter that Discover card actually spoke with their customer ( me ) XXXXwho confirmed that even though we did indeed have a XXXX membership, XXXX took our money for renewal on XX/XX/XXXX but at the same time canceled our membership. I have uploaded what Discover provided to prove we had a membership- YES WE DID... but as we told the supervisor from Discover, that week of XX/XX/XXXX when the {$390.00} membership payment was due, {$390.00} was charged to my account, and XXXX took that membership away from us- XXXX we have been left with neither since the week of XX/XX/XXXX. No {$390.00}. No XXXX XXXX membership. All of the screenshots I am sending herewith were also submitted to Discover prior to our conversation with the Discover supervisor.

Company response to consumer: Closed with explanation