Consumer complaint received 2022-05-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
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:
This complaint is against Capital One. I spoke to a company called XXXX XXXX ( also goes by XXXX ) regarding a weight loss program that they offer on XX/XX/22. They persuaded me to sign the contract while on the phone with them by telling me I was getting a special deal, and that I could get a full refund if the program did not work for me, and thus I did not have sufficient time to fully review the contract details, nor did I see the " No Cancellation '' clause because I was rushed and led to believing this was a risk free offer. I tried to contact XXXX XXXX several times to cancel within XXXX hours after I signed this contract and paid. However I received no confirmation and could not get anyone to confirm that they will cancel. I sent emails to every email address I had for this company ( see attached ). I filed a dispute with Capital One on XX/XX/22, the very same day, for the {$1900.00} charge that I received from XXXX XXXX, and asked them not to pay the charge, as I was trying to cancel and unable to get confirmation from XXXX XXXX that they would cancel. 

Capital One advised me to call back in 3 days, and file the dispute at that time. I called back on XX/XX/22 and started a dispute on this charge with Capital One. Capital One first credited me the charge on XX/XX/22 while the dispute was in progress, but then contacted me again on XX/XX/22 requesting additional information. The merchant showed Capital One the signed contract, and Capital One wanted proof that the merchant would agree to cancel the contract. Of course if I had proof that the merchant was willing to cancel, then I would not have reached out to Capital One for help. The merchant would not provide any such confirmation. 

On XX/XX/22 I provided Capital One all of the attachments that I have attached in this complaint, showing many emails that I sent to XXXX XXXX on the very same day that I signed this contract, requesting to immediately cancel and void the contract, and requesting to not send me any products or services. I also provided Capital One with a full detailed description of the events that occurred ; that document is also attached here. On the very same day that I sent this information to Capital One, XX/XX/22, they made a decision and sent me a message stating that they can not assist with my claim because I could not provide confirmation from the merchant that they would allow cancellation. Ofcourse the merchant is not allowing cancellation, this is the reason I involved Capital One! All of the emails that I sent to Capital One, and the fact that I alerted Capital One the very same day that the charge was initiated, were not considered in my dispute. I feel that Capital One did not thoroughly investigate my complaint, nor read through the timeline of events, and emails that I provided. On XX/XX/22 I called Capital One and spoke to the disputes department on the phone for over an hour, however they were not able to help me. The dispute department did not seem to be based in the USA. I told Capital One, that the fact alone, that I received nothing from XXXX XXXX should be enough to credit me my funds. But they still did not help. I also told Capital One that a signed contract in New Jersey can usually be cancelled and voided within 3 days, but they did not seem to understand this law. I feel that the people I spoke to at Capital One were not from the USA, and did not understand USA laws. 

At this point Capital One told me to contact the merchant and work directly with them to dispute the {$1900.00} charge. I am having a lot of difficulty with the merchant XXXX XXXX, which is why I submitted a dispute to Capital One for help in the first place. However, even though I provided a very clear timeline of the events, and provided emails that I sent the very same day requesting to cancel the service, Capital One has denied my dispute and is still charging me the original {$1900.00}. 

I always use my credit card because I know they will protect the consumer against fraudulent activity. However I have lost my trust in Capital One, and credit cards in general due to this dispute playing out the way it has. 

Please see attached documents, including description of events, and email conversations with XXXX XXXX, which were provided to Capital One on XX/XX/22.

Company response to consumer: Closed with explanation