Consumer complaint received 2021-07-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MI
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:
Per Capital One 's dispute policy includes that a card holder is not responsible for purchases made, that are not what the cardholder purchased, did not expect, that is damaged, unable to be used, that does not work, that is Fraudulent, that is a SCAM, or other unsatisfactory reasons and in this case the cardholder 's item falls in this category. CAPITAL ONE HAS BREACHED AND RENEGED ON ITS AGREEMENT WITH the CARDHOLDER regarding the DISPUTE. THE PURCHASE WAS A SCAM AND CAPITAL ON IS A PART OF THE SCAM. 

On XX/XX/XXXX, Capital ONE with a complete disregard for the cardholder, intentionally, fraudulently and erroneously placed back on my credit card a charge of {$600.00}, that had already been successfully disputed back in XXXX, XXXX and in XX/XX/XXXX with supporting documents that Capital One required as part of the dispute process, which was complied with by cardholder, cardholder did so comply. Capital One has not sent out one explanation as to the reason for the disputed amount being again placed back on the credit card. 

CAPITAL ONE HAS RENEGED ON ITS AGREEMENT THAT IF CARDHOLDER SUBMIT THE LIST OF REQUIRED DOCUMENTS THE CREDIT CARD WOULD BE CREDITED {$600.00}, CARDHOLDER DID SUBMIT THE DOCUMENTS BY THE DEADLINE. BUT OVER 100 DAYS LATER CAPITAL ONE WITHOUT AUTHORIZATION TO ACCESS THE ACCOUNT, HAS PUT THE DOLLAR AMOUNT BACK ON THE CARD AND REFUSED TO EXPLAIN WHO AT THE COMPANY ACCESSED THE ACCOUNT AND TOOK THE MONEY BACK. 

CARDHOLDER WAS JUST HUNG UP ON BY CAPITAL ONE AS OF XX/XX/XXXX AT XXXX ESTN STD TIME, BY A SUPERVISOR ID # XXXX. SUPERVISOR XXXX ATTEMPTED TO LIE, COERCE AND INTIIMIDATE CARDHOLDER AND STATED THAT THE ISSUE IS WITH MASTER CARD NOT CAPITAL ONE, WHEN IN FACT IT IS CAPITAL ONE WHO SENT THE LETTER TO CARDHOLDER TO COMPLETE THE STEPS FOR THE DISPUTE TO GET THE MONEY BACK AND CAPITAL ONE IS LISTED ON THE DOCUMENT 'S LETTERHEAD AS THE COMPANY REQUIRING THE CARD HOLDER TO COMPLETE THE STEPS. 

CAPITAL ONE 'S SUPERVISOR KEPT PUTTING CARDHOLDER ON HOLD, KEPT TELLING CARDHOLDER THAT THEY COULDN'T REVIEW THE DOCUMENTS SENT BACK IN XXXX TO ANSWER ANY QUESTIONS, REFUSED TO INDICATE WHAT DOCUMENTS WERE RECEIVED FROM THE MERCHANT FOR CARDHOLDER TO REVIEW, REFUTE OR REBUTT, AND CAPITAL ONE 'S SUPERVISOR WAS VERY HOSTILE FOR NO REASON AND HUNG UP ON CARDHOLDER TO AVOID ANSWERING ANY QUESTIONS AS TO WHY THEY ARE CHARGING THE CREDIT CARD AGAIN FOR XXXX AND AGAIN ALL REQUIRED DOCUMENT FROM THE CARDHOLDER WERE IN FACT ALREADY RECEIVED BY CAPITAL ONE IN XX/XX/XXXX. 

Below is a recap of what cardholder 's dispute entailed TO CAPITAL ON IN XX/XX/XXXX -- -- RE : CONTINUED DISPUTE PER CAPITAL ONE LETTER ( 1 page ) DATED XX/XX/XXXX, Case No. XXXX, Disputed Amount {$600.00}, Date Ordered XX/XX/XXXX, Date Billed XX/XX/XXXX, Dispute against Merchant : XXXX XXXX XXXX Dear Capital One : This is a continued dispute of the charges billed in the above case. No written documentation from the merchant regarding this matter has been received for a response to be made, therefore such can not be filed. Therefore, per your letter dated XX/XX/XXXX, attached is the following information/description that includes : that the merchant did not try to resolve the problem but kept the problem ongoing and made the problem even worst and how purchaser tried to resolve the dispute with the merchant, the following is not an all exclusive or inclusive list of attempts by purchaser to resolve the dispute. This Purchaser ( s ) incorporate by reference all prior statements regarding their dispute against XXXX XXXX XXXX XXXX XXXX and reserves any and all rights to amend their statements and hereby states : I contacted the auto company, and although the item was supposed to be shipped within 5-10 days, contradictory statement of the company has both 5-10 days and 10-15 days ( See Exh- A ), the merchant took over a month and several weeks to ship the item and shipped the item damaged. The damaged item had to be refused and had to be sent back, however, the merchant kept the full amount of the money for the item. Purchaser had to request that an item that is not damaged be shipped out, which was Purchasers first attempt to resolve the dispute.

Again, several weeks went by, Purchaser had to call merchant to inquire as to when the item will be shipped and received. Again, weeks later the Merchant shipped out another item that was damaged. However, the Merchant had the damage concealed under shipping paper/wrapper/foam. The driver had refused to take the item back regardless of whether the item was shipped damaged or not. Purchasers second attempt to resolve this dispute was when upon further examination of the item and notice of the damage, Purchaser contacted the company about the damaged item. The merchant told Purchaser to send over photos of the damages and per those instruction Purchaser did so. However, instead of resolving the problem, the merchant became hostile toward Purchaser, called out names including a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX said " XXXX XXXX  '' and laughed, then refused to speak at all about resolving the matter, kept hanging up, refused to take any calls from Purchaser, kept placing Purchaser on hold but would never return to the phone, refused to refund the cost and money for the damaged item and pick up the damaged item or even ship out an item that was not damaged. Purchaser at this point requests a full refund. 
The item has never been installed due to the damage nor can the item be installed due to the damage. The merchant has not even attempted to pick up the item. Purchaser can not afford the loss of hundreds of dollars to return a damaged item due to the fact the damage was never caused by Purchaser. The Merchant has not presented any evidence of the condition of the item prior to shipping nor photos at the time of delivery. Further attempts to resolve the dispute with the merchant were made by filing complaints with the credit card company Capital One, filing a complaint with CFPB, filing a complaint with The Illinois Attorney General Office, filing a Complaint with the FTC and filing a complaint with the XXXX. The complaints are all pending at this writing. 

Respectfully submitted, XXXX XXXX XXXX XXXX REQUESTING -- FULL CREDIT TO THE CREDIT CARD FOR THIS FRAUDULENT PURCHASE THAT WAS COMPLETELY DAMAGED, THAT WAS NOT EXPECTED NOR ABLE TO BE USED FOR THE PURPOSE INTENDED.

Company response to consumer: Closed with monetary relief