Consumer complaint received 2025-04-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
On XX/XX/XXXX, I paid XXXX XXXXXXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX I paid them {$6000.00} using my XXXX XXXX Credit Card. In XXXX I decided to ask for a refund because they did not assist me the what expected from them. On XX/XX/XXXX, I received an email from XXXX XXXX that " The refund will be processed within 3 weeks from the date of your request. '' On XX/XX/XXXX, I checked the balance on my XXXX XXXX Credit Card and made a payment of {$6500.00}. 

On XX/XX/XXXX, I also reach out to my CC and explained to them what happened and the supervisor stated that if I go through them I can get my money quicker since they stated that they will refund me my money. Based on what the representative said I decided to go with them. They immediately sent me an Purchase Adjustment for the amount of {$6000.00}. I used my card for some items and they went and immediately took the money from the Purchase Adjustment to pay what I owed oppose to allowing me to pay the way I wanted to pay. I called them immediately and asked them to put a block on the money so there is no activities and money wasn't taken out. On XXXX XXXX, I spoke to a supervisor from the Fraudulent Department and they said that the check will be mailed to me. I have to wait 7-10 business days. I called again on XX/XX/XXXX because the money disappeared from my account. They said that they are holding the money until the case was resolved. I called XXXX, XXXX, XXXX, XXXX, XXXX for an update. I also called again XX/XX/XXXX, they stated the check mailed to me. I never received it. I called again XX/XX/XXXX, they stated that the check will be mailed to me. I waited 7 to 10 business days and nothing. On XX/XX/XXXX, I called and now they stated that the check department was backed up and that they wasn't sure when the check will be mailed to me this didn't sit well with me. On XX/XX/XXXX, I called to make a complaint and spoke to a supervisor who escalated it to a different department. On XX/XX/XXXX, XXXX, XXXX I called again and had the run around they wasn't sure what was going on and that they see the money and a check will be mailed to me. I waited patiently until XX/XX/XXXX no check. I called again on XX/XX/XXXX spoke with a supervisor and she stated that the check was in unclaimed department she wasn't sure why but she was able to move it to the claim department and I should be receiving the check by XX/XX/XXXX. I waited patiently and nothing. I called XX/XX/XXXX and spoke with a supervisor and she stated that she is not sure why the money hasn't been sent to me so she was going to escalate this again although I told her it was escalated already. This caused me to be upset, XXXX  and cry. I couldn't believe what was going on since I've been a loyal customer with them for years. I spoke to an advocate who is part of the XXXX XXXX  Credit Card and he stated that this isn't fair and he will make sure that they mail me my heck. Instead I received a call from the advocacy department and they stated that they put the money back as a Purchase Adjustment for the amount oof {$5200.00}. I made some purchase and what they did was take the money from the Purchase Adjustment and left me with a balance of {$2500.00}. I was in disbelieve that they would do that to me. I have wanted to pay off my bills on my time not their time. I called them so many times and they were stalling not mailing the check even though i won the case. I called on XX/XX/XXXX and spoke to a supervisor she stated that they will mail me the credit for the amount of {$2500.00} because they took the money of what i owed the credit card and paid for it itself. This doesn't make sense to me because when all this was happening I had a credit limit for {$15000.00} with the Purchase Adjustment and they still didn't mail the check to me. They removed the money and I asked them is it safe for me to use my Credit Card. The supervisor in the Fraudulent Department said yes because a check of {$5200.00} will be mailed to me. In reality it was never mailed to me they lied.

Company response to consumer: Closed with explanation