Consumer complaint received 2024-07-16 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:
On the morning of XX/XX/XXXX of XXXX, a payment of {$220.00} from merchant " XXXX XXXX XXXX XXXX XXXX' was billed on my Capital One XXXX Rewards Card via autopay. On the morning of XX/XX/XXXX, I immediately contacted the merchant, which was my Fitness Personal Trainer at the time, and I told her to start the process of refunding and voiding the transaction due to our new Financial Agreement signed by her and myself. It is noteworthy that I had already cancelled this autopay and the services on XX/XX/year>, prior to the subject charge. 

On XX/XX/XXXX, I noticed that the charge posted to my account, and it was no longer pending. I first advised my personal trainer and asked if the transaction was refunded or voided. She checked and spoke to the company she is affiliated with, they said to her as follows : " Hi, based on my findings, you voided the transaction which means that the transaction was canceled before it was settled by your customer 's bank and thus you never received payment which would align with what you've shared with me. In this case, I would advise to have your customer contact their bank since the funds were never deposited into your account. '' On XX/XX/year>, I called Capital One 's customer service phone line and the customer service representative advised me that it takes XXXX business days from the XXXX of XXXX ( when the payment was originally processed via auto pay to post to the account ), so it should be credited back to my Capital One XXXX Rewards Card soon, either XX/XX/XXXX or XX/XX/XXXX of XXXX. It is important to note that this cal was made on XX/XX/year>, within a reasonable time of the incident. 

I then proceeded to wait for the next statement to be released so I could move forward with any actions that needed to be taken, all whilst dealing with XXXX and XXXX  dilemmas and my full-time job as a XXXX XXXX. On XX/XX/year>, I called the Capital One Customer Service phone line again, explained that the charge was posted, and it was wrongly charged via autopay. The customer service representative proceeded to then open a claim to dispute the charge. They sent me a Capital One protected link through my email and explained that I needed to send any document that could help my case. I could only send XXXX documents at a time through the link provided to me and I had 14 days until the link would expire. If it expires, call back and ask for the link ot be sent again if needed. I then proceeded to send screenshots of my conversations with my personal trainer, the XXXX financial agreements signed by both parties, my Capital One XXXX XXXX statements, and any other documentation I had to help make this process be as effective as it can be. 

On XX/XX/XXXX of XXXX a Card Case Leter was uploaded ot my document center on my Capital One XXXX XXXX  account. The letter states Capital One has " yet '' to receive the documents requested, and that they are " unable '' to assist me further, the {$220.00} is added to my account again and that the case so closed. I immediately called the Capital One Customer Service phone line and spoke to a gentleman. I expressed my frustration due to me sending all the necessary documents through the link previously provided to me via email in the XXXX window period. He explained to me that the claim was moved from one criteria ot another and is reopened. He resent me the link and advised me to fill out a two-page document with XXXX total questions and send it through the link. I asked him fi I needed to send the other documents provided in the previous first link sent ot me, and he said, " No I do not, those documents stay in the system and follow the claim. '' He advised me that I had 14 days to submit the two-page document and if I missed the XXXX day window that it wasn't going to be a big deal, and all I had to do was call in again and ask for the link to be resent. 

As I stated previously, I am a full-time worker and I have been in and out of the XXXX and XXXX visits in the year XXXX. Due to my situation, I noticed on the 15 day that I still needed to submit the two-page document, so I quickly called the Capital One Customer Service phone line and asked the customer service representative to resend the link needed to submit the document. The lady resent the link, I filled out the document, scanned it, and submitted it. To summarize, I received the same Card Case Letter document I received on XX/XX/XXXX directly after I submitted the two-page document. I was very frustrated at this point and called, yet again, and the lady that answered explained to me the dates needed. I wrote down the dates she told me and resubmitted the document. She looked it over immediately, at my request to make sure that all the information was correct and the only other needed documentation at this time from me to submit was the two-page paper. She said I was all set and to patiently wait for the outcome of the case. 

On XX/XX/XXXX of XXXX, I made sure to call Capital One 's customer service phone line to see the updates ( if any ) on my case. The day prior I was charged a late fee due to the {$220.00} on my account, so I wanted to ask questions about that charge, and if we can expedite the claim due to the claim being opened back on XX/XX/XXXX of 2024. After a lengthened wait time, the lady on the phone advised me that the claim has been ongoing for too long, and due to XXXX rules or laws that the time has expired for them to help me further, so the case is closed. I am not sure of the XXXX rule. But I am also not aware of any laws in the United States that would allow a credit card company to charge me for a service that was never received, delay actions on my complaint on the charge, and then say that a rule forbids them from refunding me because of the delay ( clearly caused by the company ). This would have made more sense if I never reached out to Capital One immediately the issue arose. 
To my knowledge, I was on top of this matter from the start of the charge pending then being posted to my account, so this is unacceptable and unfair to me as a faithful client to Capital One. I advised her I needed to speak to her manager and she transferred me over to a gentleman. After a XXXX hold with the manager doing " research '' into my case, he proceeded to state the same slate the lady used. I tried to express my frustration with him and he was rude, speaking over my words, and telling me Idid not submit documentation when I clearly did. I asked him if I could speak to his supervisor, and he said his supervisor does not handle cases like mine, so said I want to talk to someone else, I need to call back again. I did as instructed and called back and asked to speak to another manager. I spoke to another gentleman, and he then stated the same slate, verbatim, of what the other two employees stated. Proceeding to the end of the call, I stated on record ( since all the calls are recorded ) that I am disappointed by Capital One and will legally find a way to come to a conclusion because I will not be paying the {$220.00} debt on my Capital One XXXX XXXX card and Capital One will know my name. I also stated on record that I will be posting on my social media accounts of this matter and will advise everyone not to be a Capital One card holder, which I did as promised.

Company response to consumer: Closed with explanation