Consumer complaint received 2022-05-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
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:
On XX/XX/2022 I sent a merchant {$410.00} via XXXX XXXX and XXXX to purchase a graphics card. The charge posted to my Capital One Quicksilver Credit Card ( account ending XXXX ) on XX/XX/2022. 

In the following week, the merchant was nonresponsive and sent no tracking info. 

On XX/XX/2022 I called Capital One to dispute the transaction. On XX/XX/2022 a temporary account statement was provided. 

On or about XX/XX/2022 the merchant contacted me and provided tracking information. I subsequently received the goods I ordered in good working order. 

On XX/XX/XXXX, I called Capital One requesting to cancel my dispute. On this call, I was informed it was too late to cancel my dispute and that the necessary process would be for the charge to be re-billed to my account. 

On or about XX/XX/2022 I was contacted by the merchant and asked to contact my bank. I called Capital One and they explained the charge had not yet been rebilled and to wait a few more days. 

On XX/XX/2022 I was re-billed and Capital One sent me a letter confirming the re-biling. See attached. XXXX ID XXXX Thereafter the merchant continued to contact me asking me where his money was and I contacted XXXX on several occasions. XXXX insisted XXXX was awaiting a final determination from Capital One on the case. And, when asked, Capital One insisted it was waiting on additional documentation from the merchant despite having already issued a letter to me on XX/XX/2022. 

On XX/XX/2022 I initiated a conference call with a disputes supervisor at XXXX, XXXX XXXX, a disputes supervisor at Capital One, XXXX # XXXX, and the merchant, XXXX. In addition to the XXXX parties on the conference call, XXXX XXXX was separately in communications with XXXX 's back office team on a second line. This call began at approximately XXXX XXXX XXXX  and was recorded by both XXXX and Capital One. All parties were duly authenticated on the recorded line. 

In the course of the call, XXXX from Capital One acknowledged that XXXX had not received a final determination from Capital One and agreed to have the final determination re-sent. XXXX XXXX, seeking to resolve this issue, sent a follow-up email after the call documenting the resolution and personally committing to follow-up before the processing deadline of XX/XX/2022 ( 75 days from when the dispute was originated ). 

It was also explained on this call that dispute documentation reporting is handled exclusively through a backend computer data feed, which neither XXXX nor Capital One 's dispute teams have direct access to and is not capable of manual override. XXXX indicated they may be willing to accept an email or fax of the letter from Capital One, but Capital One was unwilling to fax or email and insisted on sending and re-sending through the data feed. 

On XX/XX/2022 I received an email from XXXX XXXX stating XXXX had not yet received any documentation from Capital One. 

On XX/XX/2022 I called Capital One and spoke to the disputes supervisor, XXXX # XXXX, about the matter. Per XXXX, the documents were already sent by Capital One to XXXX on XX/XX/2022 and XXXX had ordered a re-send on XX/XX/2022. However, per XXXX, Capital One has marked the case as closed and she has no way of transmiting the information to XXXX. XXXX XXXX, Capital One has discharged its obligation in this matter and will not be providing additional information to XXXX. 

Meanwhile, the chargeback caused the merchant 's account, XXXX 's account, to be overdrawn and sent to collections.

Company response to consumer: Closed with explanation