Capital One complaint: Refund

When in the emergency waiting room at the hospital waiting for service for my wife who had covid a friend texted a list of doctors who would do video calls and appointments were available for that day. This was early afternoon. An appointment was made for 4:00. 4:00 came and went with no call. Then I received a text that the company had a problem and would reschedule for 4:00 the next day. I responded to their text and said no, refund my money and cancel the appointment. I then called capitol One and told them not to pay it. I was told there was that could be done until it posted. Then I could dispute it. When it posted I disputed it. Capitol one took it off my bill. Some days later I saw it was back on my bill. I called Capitol One again and was told the dispute was closed because the vendor got back to them and said I did not cancel. I sent Capitol one a copy of the text where I cancelled. After speaking again to Capitol One They told me to call the vendor which I had done several times unsuccessfully. I called and got a menu in Spanish, I do not speak Spanish. I kept punching buttons and finally got a person. The merchant told me they tried to refund the money but could not because of the dispute, which according to Capitol One is closed. The Merchant said if I had Capitol One call them and they would work it out. Today Cap 1 called. The end result is that Capitol One accomplished nothing and told me to call the merchant from time to time to see if they issued the refund. I spent hours and numerous phone calls to get the money back that never should have been charged. Capitol one was completely ineffective. I did what I should have done and it has cost me much grief. Capitol One stands behind the merchant and not its customers has been my experience.