Consumer complaint received 2024-03-02 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:
I have been trying to cancel a membership with a XXXX that refuses to cancel my membership. This has been going on since XX/XX/2023. I am being charged {$170.00} XXXX XXXX since. Since the gym is refusing to cancel, I contacted capital one to block the company ( XXXX XXXX ), but they said I can not do that because it does not show as a reoccurring payment, apparently I am charged as a monthly payment. (? ) Therefore, i was told to cancel my card and receive a new one. I did that as that was their recommendation. however, the following month I was charged again. I called back and they said, oh they are set up to continue payment even if I get a new card, so they needed to shut that switch off and issue me a new card. they did that then I was told to do a dispute. So I talked to the dispute people and they were going to work on it for me. the next day I was credited {$1400.00} for the transactions that went through. I assumed everything was good. Then approximately a XXXX  later I receive an email about the papers not being filled out and the money would go back on my account. I quickly called capital one and the lady I spoke to told me if I get the papers in that day I will be good. I was on the phone with here for XXXX hours and submitted everything to her satisfaction. The next day or so I received an alert that my account was overdrawn. I use this card as a recurring payment method for house bills, so there is always a balance on it. When I looked they put all the money back on my card so, yes I was overdrawn by the {$1400.00}. I called and the lady I spoke to basically said everything was overlapped and the money will come back out, she even requested to expedite the process. about XXXX XXXX or so later there was a new letter on my account that stated my dispute was denied and if I want my money back I need to work it out with the business. I called them again and they stated they called the gym and the gym told them I had never tried to cancel. now, I showed up up to the business numerous times and many times they were supposed to be open no one was there, I would call and could never get anyone to answer, and I left numerous voice mails and was never called back. when I did get lucky to find someone there no one knew how to cancel the membership and they would have someone else take care of it. After all this I was able to track down the owners number and I spoke with them via text and they stated that they will take care of it and will let me know. I still have not heard back about it and I have received alerts stating that the payment was denied due to my credit card being overdrawn. I feel as if the credit card company did not want to deal with the dispute and I even question if they spoke with someone. Moreover, even if they did, I am in shock they they take their initial word over their customers word and did not even try to look into it more. now my credit will be impacted due to their negligence and I can't even afford to pay and have the payment taken down below the credit amount.

Company response to consumer: Closed with explanation