Consumer complaint received 2023-07-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Dear Sir, I paid for a new camera from the XXXX website from a company called XXXX. The camera was supposed to be delivered in XX/XX/. I contacted XXXX via the XXXX website and asked where my camera was several times. My messages did not get answered so next I complained to XXXX - please see attachments called XXXX XXXX  didn't help. So I filed a chargeback with CapitalOne.com on the XXXX of XXXX XXXX CapitalOne replied to my chargeback saying they were working on it. The communication from CapitalOne and XXXX has been extremely poor. When I applied for a chargeback with XXXX, the process was SECURE and simple. I logged in at XXXX  and sent a secure message using XXXX XXXXXXXX then sent back secure messages via XXXX and resolved the charge in about 3 weeks time. I received no communications from CapitalOne and the credit of {$140.00} was debited from my CapitalOne account. When I complained I was told that since I did not reply to the email they sent my chargeback was cancelled. This is where the problem lies at CapitalOne. 1 ) They use UNSECURE emails to send and receive messages. I'm not a bank but just on the SECURITY this is UNSECURE. I never received this email so couldn't reply. Why didn't CapitalOne send a second email or better still use SECURE messaging via their website like chase.com do? On XX/XX/XXXX XXXX  I was credited with a second chargeback after I lodged a complaint. This was then debited on XXXX XX/XX/2023. I have emailed XXXX multiple times to provide details to help their investigations in MOST cases with NO REPLIES. I have then phoned CapitalOne and spoke to their staff in the XXXX to try to resolve the problem. CapitalOne 's communications are extremely lacking or non-existent. I opened another chargeback after my second charge was cancelled by the staff at CapitalOne. They claimed I didn't reply, but I have proof of multiple emails and phone calls that I made in an attempt to resolve the case. Please see the attached documents. On the XXXX XX/XX/XXXX   I was asked to provide more information. I provide cut-and-paste emails clearly showing that XXXX stated that they would pay me back on the XXXX of XX/XX/XXXX  using XXXX. Today is the XXXX XX/XX/XXXX  and I haven't received any payments from XXXX to my XXXX account. The promise to pay back via XXXX from XXXX was lies. I sent two emails back to XXXX on the XXXX XX/XX/. I phoned CapitalOne and spoke with their employees in the XXXX who confirmed they had received my two emails. This employee said she couldn't understand why the case had not been resolved in my favor. On the XXXX XX/XX/XXXX  I phoned Capitalone again on the XXXX XX/XX/XXXX  and was told me case had been closed. I said this is strange since I received an email on the XXXX XX/XX/XXXX  asking for more information? I asked to speak to a supervisor who screamed at me and won't listen. Previously, I complained to any supervisor at CapitalOne about their very poor customer services and filed a complaint number XXXX. I believe this complaint is being looked into. 
I can't believe that after more than 4 months and two weeks, the staff at XXXX failed to resolve the case in my favor.I have not or never received the camera that was ordered on the XXXX of XX/XX/. XXXX said they would refund via XXXX but never refunded me via XXXX. Even a XXXX can see that XXXX are a SCAM company that charged me via my CapitalOne DEBT CARD. Unfortunately due to extremely poor communication from XXXX and CapitalOne I'm out of pocket {$140.00}, plus have wasted lots of time both sending emails and phoning capitalone multiple times. 
Steps to improve charge back. 1 ) Copy XXXX and both customer and bank communicate via secure messages at capitalone.com rather than use unsecure emails from both the customer and XXXX XXXX ) Use American staff based in the XXXX to help customers rather than cheap unhelpful staff that speak poor XXXX in the XXXX. XXXX ) help your customers? This appears too much to ask? Please contact me if you need more information? Regards XXXX XXXX

Company response to consumer: Closed with explanation