Consumer complaint received 2026-03-03 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:
My wife and I signed up for the demo of an automated trading bot. The plan was to create a new trading account on a broker they can work with and then provide access to the virtual machine so that they could install the " bot '' on it. the bot had no access to our actual account for adding/removing money from it, only trading rights. We signed the paperwork after seeing the presentation and being assured that they have a 90 day XXXX XXXX XXXXXXXX ( it was on screenshots and in writing ) if we are not happy with the product. We were then scheduled for the next day onboarding call pending our payment. We used our Capital One credit card to make the {$15000.00} payment on XX/XX/XXXX at XXXX. We joined our XXXX call for onboarding the next night and we worked with another person named XXXX XXXX. She was the one who was supposed to help us walk through creating the new virtual machine, brokerage account and then getting the bot installed. Well she had issues getting the brokerage account approved/working ( she said it normally happens instantly while on the call ). So we agreed to have another follow-up call the next night. After that, my wife started to get a bad feeling about it. We did further research and found a bunch of really negative reviews mostly concerning getting money back from them. So we agreed to ask for our refund and just stop at that point. So far, nothing from them had even been setup or installed, so no use of their product had happened. On XX/XX/XXXX I emailed the team and customer support to notify them of our intention to cancel and get a refund. XXXX replied very fast with a stock answer that she has forwarded my request to the appropriate department. XXXX also followed up later that day and acknowledged that we were canceling and he wished us well with our XXXX. This is where the XXXX scheme tactics started. I was then passed around to multiple different departments and people within XXXX. Finally, on XX/XX/XXXX a new person named XXXX XXXX contacted me mentioning my refund request. He kept trying to call me during work hours, but honestly the number came us as spam so i didnt take it. I finally replied to his email and we connected finally on XX/XX/XXXX. I provided him the screenshot of the 90-day money back guarantee from my signed contract. He said he would take it back to his manager and get it approved. I told him I needed it in writing via email that it was approved. The next day, XX/XX/XXXX, he did reply and notified me that it was Approved and added another new person XXXX for updates. XXXX said it could take up to XXXX weeks for the refund. At this point i opened a case with my XXXX. I got no replies from anyone at XXXX until XXXX then on XX/XX/XXXX I got an email from XXXX stating that he had resigned from XXXX. Again nothing until XX/XX/XXXX from new person XXXX XXXX. She looked at the file and said they could not provide refund due to my open case at Capital One, but that case had been closed with no action as XXXX sided with XXXX saying my documentation was not enough. I have emailed with XXXX since XX/XX/XXXX, on XX/XX/XXXX she replied letting me know that " At this time, we dont have a specific timeline for when refunds will be completed, as they are processed in the order they were received and are subject to the standard workflow. We will share any updates as soon as verified information becomes available. '' Here we are 2 months later and still no refund. We tried all avenues with the vendor ( XXXX ) and then filed a dispute with Capital One and they denied us without any real descriptive reason why.

Company response to consumer: Closed with explanation