Consumer complaint received 2021-10-28
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:
Capital One seems to be oblivious that the dispute is for an unfulfilled service, not a product. After I contacted Capital One regarding this matter, they asserted that goods were as described and received in good condition, which is absurdly false. There were no goods received and the service provided did not result as the merchant described when payment was made. 

Before I engaged the merchant, the XXXX XXXX XXXX on my computer was not updating properly. I tried everything I could to fix, but couldnt so I searched on the internet for solutions. I came across XXXX XXXX that was represented as a possible solution, and had some good ( and no negative ) reviews so I went to their website on XX/XX/2021. 

The only way to communicate with XXXX XXXX was through Chat via their website. Receipts were sent via email from a no-reply origin. Since I only wanted to fix the Windows Update issue, I selected the least expensive XXXX XXXXXXXX for Three Months at {$29.00} and paid with another credit card. ( This charge was also disputed and that charge was reversed. ) In the Chat, I explained that my XXXX was not updating and needed that fixed. I allowed XXXX remote access to enter the key for XXXX XXXX and then he proceeded to perform what appeared to be legitimate activities to try to fix this issue. After about an hour, he said that he could not fix the problem. However, if I purchase a premium support plan for {$190.00}, a second tier technician would work on and solve my issue. I debated whether that money would be better spent on a new computer with an upgrade to XXXX XXXX, but was assured that my computer could be fixed and upgraded to XXXX XXXX when XXXX support for XXXX ends. I said that I would consider the premium support plan for {$190.00} if I also got lifetime support for XXXX XXXX. XXXX said he would check with his supervisor. After I insisted that I would not pay the {$190.00} for the premium support plan without lifetime support for XXXX XXXX, XXXX said the supervisor finally agreed and then I purchased the premium support plan with my Capital One credit card to get my computer fixed. XXXX took over the Chat and remotely worked on my computer for about 2 hours, finally stating the XXXX Update issue was fixed and ended the Chat session. 

Later, when I saw that my XXXX  Update status was not current, I returned to the XXXX website and Chat with XXXX to state that XXXX was not updating. She said that it was updating properly. I then tried manually updating and it failed. Obviously the issue was not fixed as promised, or as later falsely stated by XXXX. I asked XXXX for a copy of the Chat to document the transaction. She said she would email it to me. I never received it, and I then later asked again for a copy of the XXXX. It was never received although reputable organizations will make copies of Chats available. 

I immediately contacted Capital One to dispute this transaction. Capital One mailed me a dispute form and I completed it with transaction details, and a screenshot dated XX/XX/2021 showing XXXX updates failing and mailed it back to Capital One. Although I provided all available information, I received a letter dated XX/XX/2021 from Capital One stating I did not provide requested information and my case is closed. On XX/XX/2021, I called Capital One to appeal that decision. After being transferred four times. I was told the following. 

I did not provide proof that the merchant didn't send me a refund or voucher. ( How the heck do you prove something that never happened!?! ) I did not provide a second opinion. ( How is this done if the transaction was just between me and the merchant? ) These requirements are ridiculous and unscrupulous. I was also told that Visa/Mastercard rules do not allow Capital One to reverse the charge ( although the other credit card company did. ) I will not be victimized by an unethical merchant based in XXXX or tolerate Capital One to enable this fraud. I already closed my credit card account and regularly communicate to Capital One that I refuse to pay the {$190.00}. Now this charge with additional fees and penalties appears on my credit reports. I am also disappointed in Capital One that I must expend this effort for this obvious fraud issue.

Company response to consumer: Closed with monetary relief