Consumer complaint received 2025-03-10 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: CA

Complaint narrative:
On XX/XX/year>, I attempted to make a property tax payment of {$6000.00} via XXXX, but I sent it by mistake to the XXXX XXXX XXXX XXXX XXXX. Immediately after making the payment, I realized I had sent it to the wrong recipient. So I called XXXX right away to request a cancellation, but they informed me that once the payment was processed, there was nothing they could do. I then emailed the recipient, explaining the mistake and asking for the transaction to be canceled, but my email was bounced back. The contact information I used was provided by XXXX. I also called the recipient 's phone number but received no answer. After the transaction was completed, I filed a dispute with XXXX. Meanwhile I also initiated a dispute with the Capital One XXXX XXXX  credit card I used for the payment shortly after thinking the dispute with credit card company directly will get resolved faster. Although I didn't receive any updates on the dispute other than XXXX website stating they were working with Capital one to investigate the case, I wasn't worried as it was clearly an erroneous payment from all the documents I provided to XXXX when opening the claim. Then on XX/XX/XXXX, after seeing the status was still under investigation, I called XXXX again and was informed that because I had filed the dispute with my credit card company, XXXX wouldn't take further action although the dispute status showed under review. I then contacted Capital One, where I was told that a letter had been EMAILED to me in early XXXX. After locating the letter with the help of their representative, I saw that in the letter it stated the final due date was XX/XX/XXXX for submitting additional documents of proof. I explained to the Capital One representative that I had not seen the letter because I never expected such an important communication to be emailed instead of sent by mail and also the email was buried with other tons of advertisements. As soon as I found the letter, I submitted all the documents I could find. However, Capital One insisted that since the deadline had passed, they could not take any further action. I even managed to find the correct contact information for the recipient and get in touch with the person in charge XXXX. He explained that their organization has stopped using the XXXX account which was created by a previous employee for many years. Although he saw the email regarding the dispute, he didn't have the account password, the two-step authorization also set to previous employee 's phone number. He's willing to help but he couldn't access the paypal account to cancel the transaction. I provided all the information to Capital One right away but they still refused to help further. On XX/XX/XXXX, they sent a letter stating the decision is final since " we have a limited amount of time to reverse a charge '' even if it's less than XXXX XXXX from when the transaction was made and also less than " XXXX XXXX of receiving the statement '' as they claimed in their letter.

Company response to consumer: Closed with explanation