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: VA

Complaint narrative:
Dear Capital One Dispute Resolution Team, To follow up on the CFPB case XXXX to which the Company responded there is an unauthorized third party, here is the card, account info, and merchant transactions. Due to a recent medical procedure, I am not able to speak well which was why I was not able to answer your calls to my cell XXXX. There was no other means to contact Capital One in writing through the mobile app. I have tried to mail and fax my complaint, but only received the following mail response : XXXX I am writing to follow up on the refund for a {$200.00} order from XXXX ( Order # XXXX ) for an XXXX XXXX XXXX XXXX for XXXX XXXX XXXX that was posted on XX/XX/XXXX. The folio was not compatible with the XXXX, purchased in a different order. The XXXX was returned successfully, and although XXXX confirmed that this keyboard folio in # XXXX was also returned and scanned successfully, I never received the corresponding refund of {$200.00} back onto Capital One XXXX ending in XXXX, now changed to XXXX XXXXXXXX XXXX XXXXXXXX. 
When I contacted Capital One about the refund in XX/XX/XXXX, which wouldve lowered my card balance to avoid the purchase finance and past due fee charges, Capital One kindly credited those fees, but the {$200.00} refund of the XX/XX/XXXX order remains unresolved. Moreover, in my XXXX complaint to XXXX directly, XXXX has denied the video and chat records I provided as proof of the return because their system now prohibited them from manually issuing a refund, leaving me with no further recourse but to seek assistance from Capital One directly. Given that Washington States statute of limitations is six years from XX/XX/XXXX, this dispute remains valid. I respectfully request that Capital One reexamine my case and issue the appropriate refund from XXXX. 
XXXX The reason for this dispute is that the XXXX employee website clearly states that my innetwork XXXX plan deductible for the benefit year ( XX/XX/XXXX to XX/XX/XXXX ) is {$1500.00}. Despite this, I was billed well over {$1500.00} by XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) from both my XXXX Visa and other means shown on the attached ledger, such as my XXXX debit cards, because XXXX payment plan through XXXX, contrasted with their advertised cash rate, was misleading. There was never any written contract indicating that I owed more than the advertised {$60.00} cash rate per visit when billed through XXXX. I am seeking an adjustment to refund the excess unfair charges from the lack of the advertised proper XXXXXXXX XXXX by XXXX XXXX and several erroneous calculations of " XXXX '' or XXXX XXXX. To explain further, my treatment ledger ( see attached " XXXX '' ) provides the following details : On page XXXX ( after XXXX XXXX XXXX XXXX ), the additional debit entries at the bottom state the date of the visit and the type of service on that visit, starting from XX/XX/XXXX : {$18.00} + {$25.00} + {$38.00} + {$38.00} + {$25.00} + {$18.00} = {$160.00} When the {$160.00} from page XXXX is added to the calculated total from pages XXXX to XXXX of {$1800.00} for XXXX visits in total, the overall billed amount comes to {$1900.00}. This total clearly exceeds the {$1500.00} XXXX deductible by {$420.00} if the advertised rate of {$60.00} per session and 10 % copay had been applied ( XXXX XXXX info is from XXXX XXXX XXXX # : ~ : XXXX % XXXX % XXXX k-, Deductible % XXXX, up % XXXX % 20 % 244 % XXXX % XXXX % XXXX ). Unfortunately, following XXXX retirement and the subsequent closure of his practice, I only received a {$50.00} refund check from XXXX in XXXX instead of {$420.00}, so I am due a {$370.00} adjustment credit. 
After I raised this issue with Capital One in early XXXX, I only received an adjustment credit for the Late Refinance Fees from XXXX and XX/XX/XXXX, XXXX refund that resulted from XXXX forcing me to pay off a {$1200.00} transaction named XXXX XXXX XXXX XXXX on XX/XX/XXXX. Subsequently, the Washington XXXX XXXX XXXX XXXX XXXX XXXX  ( XXXX ) contacted XXXX and confirmed the overbilling error in my XX/XX/XXXX complaint, establishing that I was indeed due a refund of {$370.00} ( {$370.00} is difference more than the {$50.00} check XXXX had sent me, adding up to {$420.00} calculated earlier ), factoring in the free adjustment that XXXX offered as part of the contract in XXXX, the {$60.00} written advertised rate that I was initially billed. 
Given the fact that XXXX had closed down his chiropractic shortly after and he and XXXX XXXX ignored my email requests for refund, Capital One should have taken the necessary steps to ensure XXXX accurately billed me according to the advertised service and plan terms.

Company response to consumer: Closed with explanation