Consumer complaint received 2024-02-10 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:
I filed a dispute against a company known as XXXX XXXX, also operating under the names XXXX  and XXXX XXXX XXXX ( hereinafter referred to as the " XXXX '' ), due to continued charges even after I had canceled their services. However, Capital One refused to reimburse me for these charges. 

On or around XX/XX/XXXX, I reported to Capital One that my card was lost or stolen. Capital One assured me that the old credit card would no longer be valid and could not be used by anyone. 

On XX/XX/XXXX, I sent an email to the XXXX to cancel their services. 

On XX/XX/XXXX, after noticing charges by the XXXX despite the cancellation ( I was out of the country until XX/XX/XXXX ), I disputed these charges XXXX times. I informed Capital One that the XXXX had used my lost credit card number to make these charges. Capital One assured me they had blocked the XXXX to prevent further charges. The transactions were as follows : ( XXXX ) XX/XX/XXXX, {$29.00} ( XXXX ) XX/XX/XXXX, {$69.00} ( XXXX ) XX/XX/XXXX, {$29.00} ( XXXX ) XX/XX/XXXX, {$69.00} Initially, Capital One credited back these charges, but later reversed all four transactions after receiving documents from the XXXX. 

Capital One provided me with the XXXX 's documents. I disputed the XXXX 's claim that cancellation had to be done via certified mail, as they attached a document stating this policy. However, this document was fabricated. The XXXX did not provide this cancellation policy, and there was no " Accept '' button in any of their emails. Before purchasing their service, they had emailed me stating that I could cancel at any time if I was unsatisfied with their service. 

I uploaded my supporting documents to the platform provided by Capital One, highlighting the XXXX 's fabricated documents regarding the cancellation policy. 

Capital One denied my dispute against the XXXX and refused to reimburse the four charges. 

Even after these disputes, the XXXX charged me again on XX/XX/XXXX ( {$29.00} and {$69.00} ) and on XX/XX/XXXX ( {$410.00} and {$200.00} ). I was shocked and contacted Capital One to dispute these charges. 

Initially, Capital One credited these four charges, but later reversed them.

I meticulously prepared my supporting documents this time, including all email correspondence with the XXXX, highlighted important sections, and conducted online searches to find any published terms and cancellation policies. I found their terms but no cancellation policy. I also included complaints against the XXXX. 

Regarding the charges of {$410.00} and {$200.00}, the XXXX added a new statement to the cancellation policy that was not present in previous versions. I pointed out that this was evidence of the XXXX fabricating documents. 

I uploaded my response with supporting documents ( XXXX to XXXX pages ) for all eight transactions on XX/XX/XXXX and XX/XX/XXXX. 

Capital One denied all my disputes except for one transaction of {$29.00}. Despite contacting Capital One over 12 times to resolve the issue and respectfully requesting reinvestigation of the XXXX and authentication of their documents, the disputed amounts were not credited back to my account.

I am seeking assistance from the Consumer Financial Protection Bureau ( CFPB ). If necessary, I can provide the documents that I submitted to Capital One upon request.

* I want to upload all documents, but I left them in my office. I have only two of them in this computer and I upload two documents.

Company response to consumer: Closed with monetary relief