Consumer complaint received 2019-02-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
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:
I was one of the victims that got scammed from a scamming online education " mentorship '' business, call " XXXX XXXX XXXX XXXX " Ive used 4 different credit cards to pay for it. Capital one is one of them. Ive Prepaid for all my products/serives. However, this Merchant shutdown their online training/coahcing sites, Everyone went disappeared. All my products/services no longer exist and i will never have them. I had done everything as guided before I had to do the disputes. I first called Capital one, then I wrote them a detailed letter provided and explained my case. Ive done the same for all other credit cards as well. ( All these other creditors have given me permanent credit back already as im writing this ). First Capital One gave me a temporary credit, then a month later, they took it back, and said because they got a response from the merchant ( I was told on the phone, doesn't matter the merchant is right wrong, good or bad ). I called and asked if anyone in the dispute team ever even read my letter, and look in to the merchants response?? because all the info that the merchant responded with are all irrelevant to the very reason I dispute. I also called and talked to someone to make sure and again and again explained my case. The people who answered the phone seemed to understand my case..my story at the time, seemed to feel sorry for me..but everytime..they have no authority to do anything..they can only forward my case to someone in the back office. Then weeks later, i got a letter said nothing about my response to the merchants response. The letter denied me and said they never got my documents ( as i never sent them. Denied me also bc they " found no error on the charge ''. I called again, telling them ive got proofs here that ive sent all those documents in, not once but 2,3 times..sent more than what theyve asked and needed from me. Then i wrote them another letter again..send in all documents again, very very frustrating.. I also called again, talked to someone name XXXX ( hes a mg of the dispute team, I requested to talk to someone higher ) XXXX was very listening..and he kept apologizing to me for all the mess his team putting me thro and said he couldn't see why my case wasn't favored on my end bc obviously i should have won the case based on all the documents ive provided and my letter..he took some time to read into it..but then again, even hes the mg of the dispute team, he said he had to " escalate '' my case to someone in the back office to determine. and he told me not to worry, things will be ok for me soon..give him 5 days to work on it.. 3 weeks passed, i didn't get a letter, a call nothing from capital one. So i called and found out..yes XXXX did forward my case to " escalate '' it, but then its just sitting there..noone ever gave me an answer, or even know why..then i asked to speak to a mg, then i got one.. but this one, oh lord..hes something else..he came up w many other different excuses to why my letter was denied. He even said its because i signed the contract where it says, i take all risk ..I kept explaining to him, thats about the Income Disclosure, has nothing to do with the reason for my dispute. but doesn't matter what i said..he kept on and on about that.. it was like he talking to me as im 3 years old and cant read or he doesn't even care to read my letter. They always say they read but i dont think they care. 
I feel as if ive been being treated as a criminal instead of the merchant whois scamming people including me. Everything has happened w my case looks like capital is just throwing me non sense excuses to defend the merchant but protecting me, helping me who are their customers. I feel discriminated. I have many colleagues, and myself that already have gotten permanent credits back from all other creditors, but capital one! i feel discriminated and the way capital one 's dispute team been treating me is like they have violated my consumer right as well. Im asking CFPB to look into my case and make thing right for me. Its been 5 months ive been dealing with this. its pain for people like me. we've lost so much from being scammed by these merchants, then being treated like this by our bank is something un-human. 


Ive attached : 1 ) my first dispute letter, 2 ) contract/agreement 3 ) my response letter to the merchant 's response + some note on Merchant 's response doc 4 ) capital one last letter to me ( makes no sense everything they said in there ) 5 ) proofs of permanent credits from a few other creditors 6 ) receipts, srceen-shots of other docs supporting my case.

Company response to consumer: Closed with monetary relief