Consumer complaint received 2022-11-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PR
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:
Hello Consumer Finance Team, Re : I am very frustrated due to this situation with CapitalOne, please be patient while reading. I cut to the point fully here. It is a 3 minute read avg. 

I received a wrongfully filed charge of {$72.00} by CapitalOne bank for my XXXX XXXX XXXX ending in XXXX. Initially, they credited my account temporarily which I received the {$72.00} back. Eventually, the dispute department sent an email on XXXX XXXX requesting more information, which normally 30 days are given for disputes based on previous experience with CapitalOne. On XXXX XX/XX/2022 I received an email giving me a notification that CapitalOne finished their investigations WITHOUT properly giving me enough time to respond while I was away temporarily due to medical issues and was unable to respond ( I am a 100 % XXXX veteran by Va.gov standards ) I ended up desperately responding on XXXX XXXX, when I took notice of CapitalOne action. I confirmed to the investigation department along with an attachment and descriptive statements, the following : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Hello CapitalOne Support, Claim ID : XXXX There has been a decision on my claim 8 days after sending me an email to request information, and CapitalOne made a decision to grant the hotel credit? Attached is proof that the {$72.00} were going to be refunded back and the hotel did not. 

Reasons for a request for refund of {$72.00} : 1 ) There was no air conditioner on the room 2 ) Air conditioner appeared to be damaged 3 ) Hotel confirmed it had air conditioner, and it did not 4 ) Attached is proof of credit being requested back, which they said they'll provide, which they did not. 
5 ) If my account is mishandled by the fraud department, I'll do everything in my power to report this case. 8 days to respond is not enough time, especially with floods and storms happening this week in XXXX XXXX. 

Errors on CapitalOne email : 1 ) No deadline sent to respond 2 ) Inadequate amount of time to respond properly Do NOT under ANY circumstances debit {$72.00} from my account as I SHOULD NOT give money freely when the air conditioner o a hotel was damaged. I'll close my entire CapitalOne account and the account will have a negative balance as I should NOT have a XXXX debited when we didn't stay and most importantly, air conditioner was not working. 

Looking forward to your response back. 

Most Sincerely, XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- As I write this, I am currently on the phone with an agent from CapitalOne XXXX XXXX department XXXX which apparently, couldn't be reached according to my last calls with CapitalOne. I no longer trust CapitalOne to protect my rights as a consumer for fraud, unauthorized transactions or wrongfully made charges in my account, to confirm. I am seeking assistance by ConsumerFinance again, like successfully in the past, to seek immediate correct resolution in this matter, which is getting the {$72.00} back into my CapitalOne checking account. 

Note : If sworn statements under penalty of perjury need to be made, I'll be unhappy to pass through the process with me and my wife, as needed since the services for {$72.00} were not rendered and I paid such fee in XXXX as a walk-in subject that the room had air conditioner in working conditions at the time. I can afford to lose {$72.00}, however, I did not donate {$72.00} to CapitalOne, XXXX XXXX XXXX hotel at XXXX, XXXX, and/nor should I give away these wrongfully charged funds in my CapitalOne checkings account from my XXXX Debit Card ending in XXXX. 

ConsumerFinance team, please assist me again, like done once in a past successfully. 

Most Respectfully / Sincerely, XXXX XXXX XXXX : XXXX

Company response to consumer: Closed with explanation