Consumer complaint received 2022-09-07
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:
My name is XXXX XXXX. 
I have capital one credit card ( XXXX XXXX XXXX XXXX ) I filed the dispute the transaction on XX/XX/XXXX. I disputed amount of {$60.00} ( dispute case number XXXX ) I called capital on XX/XX/XXXX XXXX ( XXXX XXXX ) I talked XXXX ( ID XXXX XXXX ) on XX/XX/XXXX XXXX said I uploaded requested documents regarding this dispute on XX/XX/XXXX and capital one contacted store on XXXX and store have XXXX to answer so if store does not answer until XX/XX/XXXX I will get {$60.00} credit back. And at this moment store did not repond yet. 
I called again to talk manager to make sure XXXX ( ID XXXX XXXX ) story because when I called on XX/XX/XXXX capital one said it is out of time frame and the case is closed. 
So to make sure XXXX ( ID number XXXX ) story, I talked the manager at capital one again after I finished the conversation with XXXX. 
I called again on XX/XX/XXXX at XXXX XXXX and I talked XXXX who is highest level of manager who said. ( ID number XXXX ) XXXX ( ID number XXXX ) manager said, capital one sent the denial letter on XX/XX/XXXX and requested me the proof regarding the dispute and I must provide the document within 30days which is XX/XX/XXXX and I uploanded proof document on XX/XX/XXXX so this is out of time frame and the case is closed and they can not investigate anymore. 
As XXXX ( ID number XXXX ) manageXXXX said. I have letter dated XX/XX/XXXX with me. 
The letter said I need to provided proof by XX/XX/XXXX not XX/XX/XXXX anyway it is not matter. 
Capital one send the letter to my previous home address ( it was sent to XXXX XXXX, I am current live in la XXXX ) capital one letter was forwarded to my new address and I received this letter around XXXX. So I called capital one and capital one said I can upload the docoument online and capital one sent to me the link via email. This link capital one sent to me is valid only 14 days so I must upload within 14days otherwise the link will be expire ( the email from capital one said the link is valid only 14days so if the link expire contact the capital one so capital one can sent me again ) Of course I uploaded document within 14days before it expire. I provide very clear and good proof. 
Even capital one representative on XX/XX/XXXX she said that I provide good proof but it is out of time frame capital one can not do anything regarding this dispute. 
XXXX ( ID number XXXX ) manager insisted that this dispute is out of time frame because I did not provide the documents until XX/XX/XXXX so the case need to be closed. 
I think XXXX ( ID number XXXX ) manager argument is not make sense at all. Capital one sent me email link to me to provide the documents and I provide documents within 14 days as it required XXXX ( ID number XXXX ) manager strongly and repeatly insisted that this disputed is out of time frame because I did not answer until XX/XX/XXXX but how can it can be out of time frame when I provide the proof to capital one email link within XXXX which the link require to answer. 
XXXX ( ID number XXXX ) manager, she does not seems to solve the problems. She just repeatly and continuously said it is out of time frame. 
1. My point is how can be XXXX. XXXX providing documents to capital one making the case out of time frame? It is totally wrong. I do not know every banking rule however It was XX/XX/XXXX transaction. As common senese, in normal situation, I think I can even start new claim on XX/XX/XXXX which is less than 3 months old. I do not think it is make sense deny my dispute as out of time frame when I upload documents on XXXX XXXX as capital one email link required to me. 
2. My second point is XXXX ( ID number XXXX ) manager insisted that it is out of time frame but capital one never advised me or warn me valid period of time frame to avoid permantly case closing before it is closed. 
Even though XXXX ( ID number XXXX ) manager said on XX/XX/XXXX it is out of time frame because I did not reply until XX/XX/XXXX, capital one never warn me that time frame period for permantly closing before capital one denied the dispute ( capital one should NOTIFY me that my case will be permanently closed that if I do not answer until XX/XX/XXXX ) 3. My third point is when I talked with XXXX ( ID number XXXX ) manager regarding time frame she said not only out of time frame but I provide insufficient evidence on XX/XX/XXXX When I talk customer service on XX/XX/XXXX even capital one representiative agreed that I provide good proof regarding this dispute but she said it out of time frame. 
After I talked to XXXX ( ID number XXXX ) XXXX today I went to capital one website and I found out there is letter from capital one dated on XX/XX/XXXX. 
I saw this letter for the first time. XXXX letter did not mentioned the time frame. 
It said it lacks all of the previously requested information need to validate your dispute I provided good enough documents proof this dispute as capitone representative also agreed on XX/XX/XXXX. And if I did not provide enough documents why capital one letter never mentioned the which documents is missing? 
even though I provided good enough documents to capital one if capital one feel it is not enough to decide this dispute why capital one never asked me additional documents to provide? 

I provided good enough documents to capital one but capital one never indicted which document is missing nor requested me provide missing documents to contintue investigate. 
I must feel Capital one do not have real intent to solve this dispute by this capital ones this kind of behavior. 


I got two letters from capital one dated on XXXX and dated on XXXX ( I just confrimed this letter after I talked XXXX ( ID number XXXX ). 

XX/XX/XXXX when capital one sent me the first letter to me, at that moment capital one already took credit from my account and they asked me provide documents. XXXX, capital one did not close dispute and took credit because I did not provide the documents. Capital one request me proof while they are already taking credit from account.on XX/XX/XXXX I truly believe The way catipal one handing dispute is very far away from fairness or rightness and it is also out of common sense. I hope capital one stop doing unfairness for handing the dispute. 

I truly believe capitalone doing wrong without any doubt from my bottom of heart so decided to file this claim Thank you.

Company response to consumer: Closed with explanation