Consumer complaint received 2024-01-06 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: GA

Complaint narrative:
Capital One continues to bill me charges and fees from a bogus account. This company handles disputes in favor of unauthorized unethical charge practices. I have been a Capital One card-holding customer in good standing, for more than a decade. My most recent experiences with my platinum card charges and consequent outreach to customer service proves that Capital One is a company that 1. handles disputes in favor of entities that place unauthorized charges on customers ' cards and or when the products and charges are disputed. 2. Charges may be taken off per fraud department. 3. However, the same charges are reversed, and placed back on customers ' card anywhere from 60 - 120 days. 4. Then, when the customer calls in, the entire length of time, from date of charge and dispute to date of reversal charges, means time has run out for customer to follow through and receive credit. This recently occurred on my account with Capital One. 1.According to representative, it is protocol to send a replacement card whenever a customer disputes a recurring charge. Therefore, upon my request to stop recurring charges, the rep explained he would stop access to the credit card and immediately issue a replacement card. I did not request this action, but was informed that this is protocol per Capital One 's response to recurring unauthorized charges. 2.Oversight : cancelled original, but issuance of replacement card did not happen ; Major oversight. 3.three weeks later, two calls made : informing customer service I had not received replacement card, ( XX/XX/2023 ). I made more calls XXXX XXXX. 4. Shockingly, I was lied to : told the card had been mailed out. Then, left on hold as rep checked mail-out date, " but could not locate a mail-out date, '' revealing an oversight. 5. Due to good credit standing and excellent pay history with Capital One, I was promised replacement card again ; that card never came either. I called back! 6. the representative was either not concerned with providing accurate information, or else deceptive, because she stated that a second replacement card was mailed and activated. I questioned activation information i.e. date and phone number from whence activation call was made. Finally : discovered 'second replacement card ' " not activated nor used either. So, where are those 2 replacement cards? 7. Meanwhile, disputed charges were added back further proving Capital One 's history of removing unauthorized charges and added them back later. This was the second time in a 10-year period for me personally. 8. I had no useable card at that point ( XX/XX/2023 ), and repeatedly lied to about the replacement. 9. Capital One customer service reps are ill-prepared to handle disputes but skilled at refusing customers to speak to a supervisor. 10. I repeatedly asked to have issue escalated, to no avail 11. There were no further transactions yet from XXXX to XX/XX/, a total of {$240.00} was erroneously added to my balance reflecting charges, fees, and reversed credits of which I made six calls to rectify and have removed so that I might pay my balance in full per usual for me. XXXX12. I Paid charges owed in full ; no access to a card. 13. Yet, Capital One incessantly apply bogus Charges, fees, and reversed credits from unauthorized charges onto a card that was never in my possession. 14. I have relentlessly followed up with Letters, Calls and even tried to e-mail, but get error messages : " email address not monitored. ''

Company response to consumer: Closed with monetary relief