Consumer complaint received 2024-02-02 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: NC

Complaint narrative:
Dear Representative, I am writing to move forward with a formal complaint against Capital One Dispute Department. My mother had signed up for a free trial with XXXX from XXXX XXXX XX/XX/2024. I permitted her to use my credit card to create an account and sign up for a free 30-day trial. On XX/XX/XXXX, my mother informed XXXX that she did not want to sign up for a yearly subscription and notified XXXX to discontinue the service once the trial was over by selecting a discontinue box on their website. XXXX automatically charged an amount of {$100.00} on XX/XX/XXXX to my credit card despite the request to cancel the service. XXXX has refused to process a refund. After speaking with them, they informed me that the service was canceled but because it was not canceled within 30 days, they will not issue a refund. There were several attempts made to cancel the service over the phone within those 30 days. Every time an attempt was made to resolve the charge with XXXX, the merchant did not answer the phone, and my mother and I endlessly waited on hold. 

I submitted a dispute case on this charge for the full amount to Capital One Customer Care Team. Capitol One issued me a temporary credit on XXXX and opened up the investigation. On XXXX, my dispute was denied by Capitol One because the merchant responded and told them I authorized the charge. I made a second attempt to re-open the dispute and sent documentation that I did not authorize the charge which was denied again by Capitol One. On XX/XX/XXXX, I called Capitol One and spoke to a fraud specialist who canceled my card and re-issued me a new card so that XXXX would not be able to make future charges to my card. The specialist reviewed my case and understood the frustrating situation with XXXX. She told me to submit anything I had that showed proof that the subscription was canceled. She acknowledged per my last dispute letter that I was not informed of a refund policy at the time of the sale. She told me that once I re-submitted a dispute with an email from XXXX showing a confirmation of cancellation and a letter stating that I was not made aware of a refund policy at the time of sale, Capitol One would re-open my case and re-apply the credit of {$100.00}. I submitted this documentation on XXXX. On XXXX, it was denied a third time by Customer Care and they are refusing to open the dispute case. 

I had provided supportive documentation the fraud and dispute specialist asked for, such as an email showing proof of cancellation/return, a dispute letter that described how I made several attempts to resolve the dispute, and an email that does not inform me of the refund policy at the time of sale. Capital One refuses to re-open my dispute and help me get my money back for a canceled service. At this time, I am requesting that a complaint be filed against Capitol One and a resolution be reached.

Company response to consumer: Closed with monetary relief