Consumer complaint received 2026-04-07 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: FL

Complaint narrative:
I made a purchase of {$330.00} on my capital One bank credit card on XX/XX/XXXX. It was for a XXXX XXXX XXXX XXXX XXXX XXXX XXXX When I started taking the course, I noticed that there is a lot of multitasking that comes with being a XXXXr. I XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX So I decided to not finish the course. I only completed XXXX % of the course. According to the refund policy from the merchant, if you complete XXXX percent or more of the course you will not be granted a refund and you have XXXX days to request the refund. Well, I sent XXXX, which is the guy that I was communicating with throughout the process of getting started a text message requesting a refund because it was overwhelming. I did not know that XXXX came with soooo much XXXX that I know I wouldn't be able to handle especially because of my health condition. All before we were communicating through text message, he was responding. As soon as I asked for a refund, he just went completely ghost on me. He did not send me a message back providing me the information on where to send the refund requests. So I tested him by sending him a text from a different number. So that I can see if he was deliberately ignoring me. He responded to the other number as i thought he would because i acted as if I was inquiring about taking the class. So this shows me that when someone is requesting a refund, he deliberately ignores them on purpose so that he does not have to refund them if they dont have the information to send the request to. I called him from my phone he did not answer. When I called from a different number, he decided to answer at that point. So that let me know he is deliberately ignoring me on purpose. I work every day between XXXX hrs and I don't have time to keep trying to call him and text him because I am limited on my breaks. So, since he was ignoring my calls, I contacted my bank to open up a dispute when I opened up the dispute. They reached out to me on XX/XX/XXXX with a letter, asking me to provide information to support my case. So I sent in all the information I had to support my case. I told them what I had as far as the screenshots of me asking the merchant for a refund and the refund policy and the amount of time that I took on the course, and whatever else I had to send in. So I sent that information in, and I get an email back from them well a document on my online account stating that the information I sent in was lacking because the merchant said I did not send them the information through the proper channel. I called my bank and let them know i never received the information on where to send the written request for the refund. All the merchant had to do was text me back giving me the information on where to request the refund. I advised the bank that the merchant failed to provide me with the information. I let them know that he was deliberately ignoring me so that the timeframe would run out, and I wouldnt be able to get my money back. I let them know that the merchant decided to give me the information XXXX months later after requesting the refund and after opening the dispute. Capital, one was not trying to hear what I was saying. Thwy wasnt showing compassion or empathy at all. All they kept saying was the merchant provided information to them, stating that I did not follow the proper channels and its nothing they can do now. I told them how can I follow the proper channels when it was never given to me. I feel that this is very unfair. That I was ignored on purpose through calls and text messages and I need my money back. I do not have {$330.00} to just be giving away. I have been going through a lot. Especially with my mom being in the hospital and my son in the hospital as well. It has been very overwhelming and to have to go through this with the bank and the merchant with giving me my money back for a service that was not completed, when I did follow the refund policy by asking for my refund on time, but they refused to give me the information to follow the proper channels.This is so unfair, and I am furious, upset, I'm stressed and my XXXX XXXX XXXX XXXX XXXX. I am trying to help my mother and my son in the hospital at the same time but i can't, because this here is taken too much of my time. I had to take a XXXX XXXX XXXX recently from work because of both of them being in the hospital. Now to deal with this, and they are not trying to give me my money back is insane. Then the merchant lied and said I requested it on XX/XX/XXXX which was definitely incorrect. If I requested it on XX/XX/XXXX how did he actually receive the request for a refund when i wasn't given the proper information to request it until XX/XX/XXXX. Which was definitely outside the refund time frame. Please make it make sense. When I did finally speak with the merchant on XX/XX/XXXX I let him know that I requested a refund through text message. He claimed that he did not receive it. He then told me to attach that text as a screenshot to the email that he gave me to request a refund so he can see that i did message him. So that they can see the date it was actually requested. Which was on XX/XX/XXXX which was the same day I pay for the service. This is too overwhelming and if he would've given me the information to request the refund I and I would've received it everything would be fine. As far as my bank they're not understanding that I ask for a refund on the same day I paid for the service but the man refused to give the information. I spoke with XXXX with Capital One Employee XXXX XXXX XXXXXXXX and he's an XXXX XXXXXXXX he told me they would reopen up the dispute but soon after I sent the new information I received the same document from them today I received on XX/XX/XXXX. Which stated i lack providing proof of anything when i did and they cant help me. So i called back and spoke with XXXX which was another XXXX XXXXXXXX at Capital One and she wasn't trying to help either. So I asked for Capital One XXXX information to send them a letter on my experience because this is ridiculous and horrific. I've been with Capital One for about XXXX XXXXears and to get this kind of treatment is unacceptable!!

Company response to consumer: Closed with monetary relief