Consumer complaint received 2019-02-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I ordered a case of algae oil from an online company last year. They sent me a package that was damaged and they said they filed a claim to get my money back with XXXX. I have emails between XXXX that prove they didn't do this, although, the owner says this was done over and over. 
Since I was out almost XXXX dollars, I waited for the claim to go through and since XXXX said the owner didn't do it, I filed a dispute with Capital One. 
They have closed the account stating they find no error, taking none of the information I have supplied into account, including the fact that XXXX has confirmed that the shipper didn't file a claim. This is a clear and legitimate case for a dispute to be found in my favor and what Capital one is doing is not ethical or maybe not legal. 

Here is the conversation with XXXX, they can't give me too much information since I am not the shipper but you will get the idea. 

Dear XXXX, Thank you for your reply. I am sorry you still have problems with this package. But, I can't get you a supervisor for 2 reasons. One,  you are the receiver of the package and Second, we don't handle  investigations though this channel, any supervisor within this department will tell you the same exact information. 

I have to apologize, e-mail is not a valid channel to open a Damage claim or Follow-up a Damage claim. Receiver 's are advised to contact the shipper and shipper 's are advised to contact the investigations department. 

I hope this information is helpful and hope you can get the resolution you need to solve your legal concern. 

Sincerely, XXXX XXXX. 
XXXX Customer Support -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : XXXX XXXX [ XXXX ] Sent : XX/XX/2019 XXXX XXXX To : XXXX Subject : [ EXTERNAL ] Re :  XXXX - Tracking/Tracking Information [ ref : XXXX : ref ] I need a supervisor, please. You are being evasive and this is now a legal concern, The shipper says she already sent the documents to you. 

On XX/XX/2019, at XXXX XXXX, XXXX CUSTOMER SERVICE <XXXX> wrote : Dear XXXX, I apologize that I am  unable to process your request for this matter. I would recommend that you let your shipper know about this request so that they could make the necessary arrangement to authorize this information. 


Sincerely, XXXX XXXX. 
XXXX  Customer Support ref : XXXX : ref Dear XXXX, Thank you for your e-mail. 

Due to confidentiality guidelines I am unable to provide claim information to a receiver or third party. XXXX finalizes all claims with the shipper. For information about this claim, please contact the person or company who shipped your package. 

If the shipper has any questions about the claim, please ask them to contact us directly. 


Sincerely, XXXX XXXX. 
XXXX  Customer Support ref : XXXX : ref Dear XXXX, Thank you for your email. I am sorry to know that the claim was not processed for this package. I checked the status of it and we still did not receive the paperworks from the shipper. 


Sincerely, XXXX XXXX. 
XXXX Customer Support ref : XXXX : XXXX XXXX   XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX, the XXXX XXXX, and the XXXX XXXX are trademarks of XXXX XXXX XXXX XXXX XXXX XXXX XXXX All rights reserved. 
All trademarks, trade names, or service marks that appear in connection with XXXX XXXX are the property of their respective owners. 
XXXX monitors incoming and outgoing email communications, including the content of emails and attachments, for purposes of security, legal compliance, training, quality assurance and other purposes Dear XXXX, Your claim number XXXX has been refered to me for further review. Please note, I am a manager in the XXXX XXXX XXXX. 



Attached are the docs used to make our decision about the dispute with XXXX XXXX XXXX XXXX for {$190.00}. Your dispute will remain closed as our investigation found no error occurred. 



Regards, Claims Support Center Capital One Member FDIC Products and services are offered by Capital One, N.A., Member FDIC. XXXX   Capital One. All rights reserved. 



*Note : Email is not a secured method of communication and Capital One makes no representations or warranties about the safety or security of any email you may send to us. Please ensure all personal information such as account numbers, social security numbers, etc. are removed from your response and/or documentation*

Company response to consumer: Closed with explanation