Consumer complaint received 2021-05-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I was supposed to get married in XXXX, XXXX XX/XX/XXXX. Due to the coronavirus XXXX, I had no choice but to cancel our trip. XXXX closed its borders, and they have remained closed until further notice. I paid a deposit XXXX XX/XX/XXXX XXXX to my Wedding Planner {$1100.00} to reserve our ceremony space on my Capital One Credit Card thinking that if something were to go wrong, at least my credit card company can help me resolve the issue. I tried to push out my Wedding to XXXX, and spoke with the wedding planner ( XXXX ) to discuss dates. She was flexible, but the country has not opened its borders and gave me no choice but completely cancel our ceremony. I requested a refund in XX/XX/XXXX, but she did not respond. I then reached out to Capital One to dispute the charges ( XX/XX/XXXX ), and they did so without an issue. I then received a response on ( XX/XX/XXXX ) from my wedding planner regarding my refund. I assumed that she had already been in touch with Capital One, and that is why she was reaching out. I found out on XX/XX/XXXX that my dispute had been declined and charged back to my card. I called Capital One to understand why and they stated due to " insufficient evidence '' and closed the dispute. They claimed to have requested additional information, but I never received any documents stating this throw postal mail OR my account portal. The XXXX I spoke with even asked me to double check my smart phone app to see if the document to request additional information was there. IT WAS NOT. I then escalated the call to a supervisor to understand why this happened and how to get my money back. She had to email me the link to upload my documents, and then told me that the information I provided probably isn't sufficient either. I was confused because I submitted EXACTLY what it requested - the original receipt and refund/cancellation notice. I then questioned her again, and she said i should have received a document that stated all of the information needed to dispute the claim. I had to explain, again, that I did not receive this document, it is not in my account anywhere that I can see. Only the XXXX had access to this " document. '' She then sent me the document through XXXX to review and submit the additional information. She also said that since the claim is " out of the timeline '' that it will more than likely be decline the dispute again. I explained to her that I clearly have all of the necessary documentation, but I never received the request, a phone call, email, or postal mail. I requested to speak with a higher up, but she let me know that I can not speak with the dispute department and that I needed to wait another XXXX business days to see if they would like to dispute the charge. I also asked the XXXX if she had received a response from XXXX because I had not heard back from them. She said she had not, but they still had time to respond to the dispute. I then asked her why they have a longer time to respond than their paying customer. She had no reason other than " it is policy. '' They have left me with no choice but to submit a complaint because NO ONE WILL HELP ME. If XXXX does not refund my deposit, I will have lost the money because Capital One will not help me dispute the transaction.

Company response to consumer: Closed with explanation