Consumer complaint received 2019-05-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I filed a dispute with my bank on XX/XX/XXXX in the amount of {$550.00}. I have been communicating with a merchant since XX/XX/XXXX for a website development project. He gave me a date of completion before XX/XX/XXXX. The merchant still failed to complete the project entering the month of XX/XX/XXXX. After XX/XX/XXXX, the merchant discontinued contact with me. After several attempts to reconnect I reached out to my bank for assistance in collecting funds for services that I had not received. 

My bank contacted me on XX/XX/XXXX for documentation. They contacted me again on XX/XX/XXXX stating that my dispute was closed due to not receiving the documentation in time. They refused to reopen my case despite my evidence clearly showing the conflict in their decision. 

My frustration is that the merchant and myself have been communicating for over seven months. My bank requested specific information which took some time to sort through. I was unaware that I was on a timeline and the bank chose not to disclose this information. I have had a dispute in the past, in which, a timeline was never given. It is an investigation which means its over when the evidence has been reviewed and a substantiated decision has been made. 

My bank has not handled this properly and I'm still out of {$550.00} for services I have yet to received with absolutely NO assistance from a bank I've been with for over 5 years. 

I requested the documentation from my bank concerning their final decision. My documentation that was sent directly conflicts their decision. It is clear that the merchant has not fulfilled his promise of services which makes this even more upsetting. 

I have contacted my bank several times, in which, they state they can not reopen the case due to legal obligations and restrictions. I requested the name of the restrictions or policies, in which, no one was able to tell me or simply refuse to tell me. I would like to see the rules and regulations that is preventing me from continuing my dispute. 

Also, after speaking with my bank via email and phone they state that they are unable to reopen my dispute due to a timeline, but an email sent from them gives instructions on how to reopen a dispute. I completed those instructions and now they state it is too late. I am confused. The email is as follows : XXXX XXXX XXXX, We received your request to re-initiate a dispute for the following transactions : Transaction Date ( s ) and Amount ( s ) XX/XX/XXXX - {$350.00} - XXXX XXXX XXXX XXXX XXXX   XX/XX/XXXX - {$200.00} - XXXX XXXX XXXX XXXX XXXX We sent you an email on XX/XX/XXXX asking for some additional info. 



We didnt hear back from you, so we closed the dispute. Our research shows the disputed transaction ( s ) are valid, and without more info we arent able to investigate further. 



If youd like us to open it back up, please send us the following info : - A detailed description of the merchandise or service you didn't receive - The date you expected delivery of your merchandise or service Here are 3 easy ways to send this info ( be sure to include your name and claim number ) : - Reply directly to this message - Send a fax to XXXX - Mail it to Capital One Claims Processing Center, XXXX. XXXX XXXX, XXXX XXXX XXXX, UT XXXX To contact the merchant, give them a call Thanks, Claims Support Center Capital One Member FDIC

Company response to consumer: Closed with explanation