Consumer complaint received 2020-01-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
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:
Box 1 What Happened I am submitting a complaint about how the chargeback dispute process and the claims and defenses claim I requested were handled by the Capital One Financial Corporation, Capital One Quicksilver VISA Credit Card, Capital One Transaction Support Center. Case # XXXX. Included is the list of attachments. ( Attachment 00 ) My Capital One Quicksilver VISA Credit Card ( Capital One ) chargeback dispute and claims and defenses claims involves XXXX XXXX XXXX, owned by XXXX XXXX ( XXXX ). 
On XX/XX/XXXX I telephoned Capital One and opened my chargeback dispute claim for charges made by XXXX  : {$4200.00} billed on XX/XX/XXXX plus, {$2000.00} and billed on XX/XX/XXXX, and corrected/credit amount of {$1100.00} billed on XX/XX/XXXX. These 3 charges total : {$7400.00}. 

On XX/XX/XXXX I spoke to XXXX, Capital One agent, who informed me that I will received a letter by XX/XX/XXXX that will cover the dispute process and monthly payments due. I received a letter dated XX/XX/XXXX from the Capital One Transaction Support Center ( COTSC ) requesting additional information and the completion of a form due by XX/XX/XXXX. ( Attachment 1 ) On XX/XX/XXXX I called and requested information about my case. I spoke with COTSC, XXXX who said he will send a security link that is valid for 14 days and be sure and use my case # on the subject line. I received an email dated XX/XX/XXXX regarding uploading documents and needing supporting documents. ( Attachment # 2 ) Due to several health issues that I had to address, I requested an extension of the due date of XX/XX/XXXX to provide additional information and the form. I sent an email on XX/XX/XXXX acknowledging that I had received an extension due date. ( Attachment # 3 ) I was given an extension date and a secure link by COTSC, XXXX, on XX/XX/XXXX. On XX/XX/XXXX, I Uploaded Reference # : XXXX  additional information : 2 pages letter, Invoice # XXXX {$4200.00}, Invoice # XXXX {$3600.00} corrected, health issues XXXX XXXX 2 documents, XXXX  website page guarantee info, XXXX XXXX-XXXX  improper installation info. ( Attachment # 4 ) Then I receive a letter dated XX/XX/XXXX through a secure link that informs me that my case is closed because I had not met the timeframe for filing a chargeback dispute. ( Attachment # 5 ) This is conflicting communication. Also, COTSC uses the USA Postal system to send letters. I have told Capital One that often mail does not get to the correct mail box. I live in a XXXX XXXX. There are outdoor mailboxes in different parts of the community. Unfortunately, mail does not always get to the right person and/or address. In addition, whenever I call or communicate with COTSC, I always have a different person/agent who reviews my concerns. I often asked why there is not just one person who oversees a case. I was never given a reason or clarification. This type of communication only adds to the confusion. 

On XX/XX/XXXX I called COTSC to confirm that they received my uploaded documents, I spoke with Dispute Department agent XXXX. I was informed that that a letter dated XX/XX/XXXX was sent. It stated that my case was closed. I told her that I had not received the letter and requested it be sent again. XXXX was not able to reopen my case. Later, I called again and I spoke with Supervisor XXXX who read my XX/XX/XXXX letter. He said he will escalate to the dispute team to reopen my case. 

I received another letter dated XX/XX/XXXX though a secure link. My case has been reopened, more information is requested, and my extended due date is now XX/XX/XXXX. ( Attachment # 6 ) I uploaded, using reference # XXXX, additional information. ( Attachment # 7 ) ( Attachment # 7a ) On XX/XX/XXXX I called COTSC and spoke with XXXX ID XXXX who confirmed I had until XX/XX/XXXX to respond. 

I received a USA Postal mailed letter dated XX/XX/XXXX confirming COTSC will send letters that were originally sent to me. ( Attachment # 8 ) Received letters dated XX/XX/XXXX and XXXX XXXX. ( Attachment # 9 ) However. I never received a letter requesting additional information for {$2000.00}. 

On XX/XX/XXXX I called COTSC and spoke with Dispute Manager XXXX. XXXX finally clarified what was going on. He explained that the timeframe starts with the date of invoice received and not at the time of a chargeback dispute request. XXXX said the reason I was getting letters requesting more information was because COTSC was trying to resolve my request internally due to the fact that I had not meant the time frame. He confirmed I had until XX/XX/XXXX to respond. XXXX said he would call me on XX/XX/XXXX to follow up. Again unfortunately, XXXX did not call me on XX/XX/XXXX. 

On XX/XX/XXXX when I tried to upload my additional information, I found out that the secure link had expired on XX/XX/XXXX. I made several calls and finally the Fraud department sent me another secure link. ( Attachment # 10 ) I  uploaded, using reference # XXXX, COTSC letter. ( Attachment # 11 ) I did not receive any responses form COTSC. 

On XX/XX/XXXX, I submitted a Claims and Defenses claim. I uploaded my claim using reference # XXXX. ( Attachment # 12 ) I uploaded, using reference # XXXX, COTSC XX/XX/XXXX letter response and my response to the COTSC. ( Attachment # 13 ) The COTSC XX/XX/XXXX does not mention my Claims and Defenses claim that goods or services were mispresented and not delivered by XXXX XXXX XXXX, owed by XXXX XXXX. Instead it states the claim is closed and to contact the merchant. XXXX XXXX XXXX, owed by XXXX XXXX is not a merchant. And the letter does not reference the Federal law ( 15 USC 166i ). 

My efforts to work with Capital One is confusing. I was unable to get COTSC to give me their Chargeback Dispute decision making process and COTSC have ignored and/or acknowledged me effort to initiate my Claims and Defenses case. In addition, their policy to use the USA Postal system is time consuming especially when dealing with time sensitive documents and due dates.

I am unable to sort out and separately address the Capital One VISA credit card charges due to the way XXXX billed me for its services and materials purchased. At this moment, invoices, charges, receipts are so intertwined that I am not sure I can show exactly what was charged for whatever. I never got a response from my last email from XXXX. ( Attachment # 14 ) My efforts to work with XXXX  and COTSC is exhausting and frustrating. 
I am not an accountant. I am not sure what I owe compared to what has been charged to my XXXX and Capital One credit cards. At a quick overview, I think I have been doubled billed and have over paid charges on my credit cards. In my opinion, XXXX XXXX record keeping is a mess. Review XXXX Invoices, Estimates, and Receipts Attachment # 7c. 

Invoice Clarifications : There are no clear explanations for work completed, no specific list of materials used with cost amounts, no copies of merchant receipts on any of the documents/invoices provided by XXXX XXXX. 
Invoice # XXXX : Services Provided by XXXX XXXX, XXXX XXXX Posted Date XX/XX/XXXX XXXX XXXX   XXXX XXXX XXXX {$1800.00} My request for a specific invoice of {$1800.00} was not provided. XXXX XXXX has not listed the services and materials for the charge of {$1800.00}. Instead I received an email saying that a credit for {$1800.00} was applied to Invoice XXXX. ( Attachment # 15 ) I did not authorize this transaction to apply the {$1800.00} to my Capital One VISA credit card. I have no receipts with date, merchant, merchant address for products provided by XXXX XXXX. This invoice charge was deducted and put towards an invoice and to my Capital One card without consulting me first. I did receive a paid receipt for the {$1800.00}. I do have an email by XXXX that states that {$1800.00} was deducted from the amount due on Invoice # XXXX. However, when I attempted to add the different amounts on Invoice # XXXX I could not get a total of {$1800.00}. XXXX XXXX has received {$1800.00}. 
Invoice # XXXX does list the same work Install Exterior Door and Demo Wall as the Estimate # XXXX for {$1800.00}. Invoice # XXXX lists other services not related to the estimate. I was unable to find a combination of charges for {$1800.00} on Invoice # XXXX amount of {$2900.00}. Receipt {$0.00} Due for Invoice XXXX. 

Invoice # XXXX shows I paid {$2900.00}. This is not correct. I only paid {$1100.00}. XXXX XXXX received {$1100.00}. The amount of {$2900.00} minus {$1800.00} credit equals {$1100.00}. I never received a breakdown of how the {$1800.00} was used that left a balance of {$1100.00}. No merchant receipts. 

Invoices # s XXXX and XXXX and the XXXX {$1800.00} receipt are all intertwined. The invoices # s XXXX and XXXX and the XXXX Receipt do not clearly show what was charged to Capitol One : - Invoice # XXXX is used for charges to Capital One and XXXX XXXX. 
The Capital One Invoice XXXX was originally {$3600.00} but a deduction of Invoice {$1500.00} paid by a XXXX XXXX card reduced it to {$2000.00}. This amount was paid to Capital 1 and is on my XXXX/XXXX Statement on XX/XX/XXXX. 
- I received a 2nd billing for {$2000.00}. It appears this was sent through XXXX XXXX  and includes Truste Certified Privacy. 
- Invoice XXXX {$2900.00} : I have never paid {$2900.00} to anyone. This invoice is related to the {$1800.00} deducted from {$2900.00} and was charged to my XXXX XXXX card. I did not authorize these changes to my credit cards. ( I still owe {$1800.00} ). {$2900.00} minus {$1800.00} equals {$1100.00}, the amount that was charged on Capitol 1 and shows on my XXXX/XXXX statement paid on XX/XX/XXXX. 

Invoice # XXXX {$4200.00} and Invoice # XXXX line item Flooring {$110.00} plus tax : XXXX XXXX has not provided all the information about the XXXX XXXX XXXX. He has not given the name of the merchant, the date purchased from the merchant, the address of the merchant, and how to contact the merchant. I need the receipt so that I can obtain the warranty. 

XXXX XXXX XXXX, is not a merchant. XXXX XXXX , XXXX owned by XXXX XXXX who bought the XXXX XXXX XXXX XXXX  and then invoiced me. I do not know what he actually paid for the flooring. 

My efforts to work with XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX  is still ongoing. But my efforts have been unsuccessful so far. XXXX XXXX XXXX XXXX XXXX has not responded to my request for mailing address to file a complaint. ( Attachment # 16 ) This is a charge on my XXXX Credit Card but installation costs are on my Capita 1 credit card. 

The following charges were made to my XXXX XXXX Credit Card. They are posted on my XXXX and XXXX Statements : XXXX Trans Date XX/XX/XXXX XXXX NC for the amount of {$1500.00} XX/XX/XXXX ) Trans Date XX/XX/XXXX XXXX XXXX for the amount of {$1800.00} 2 ) Trans Date XX/XX/XXXX XXXX for the amount of {$1500.00} Again, the Capital One and XXXX credit cards are involved. I have not attached the XXXX XXXX MC XXXX and XXXX Statements. But I can supplied them if they are needed. Again, charges on the XXXX Credit Card are related to charges on my Capital One Credit Car. 

I have attached the email letter I sent to XXXX ( Attachment # 17 ) The email letter is accompanied by 22 other Attachments. I have attached the List of Attachments ( Attachment # 18 ) but not the  Attachments. If you need these Attachments please let me know. 

I contacted XXXX, an online website that connects homeowners with local home improvement contractors. XXXX XXXX , XXXX, is one of the referred contractors. I have heard from XXXX. They are presently reviewing all the information I provided. XXXX has been very cooperative and helpful. 

If you need additional information, please let me know.

Company response to consumer: Closed with explanation