Consumer complaint received 2019-01-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2018 I called my bank Capital One 360 to dispute a debit card transaction that posted to my account on XX/XX/2018 in the amount of {$1500.00}. The transaction was completed via XXXX XXXX between myself and the merchant XXXX XXXX. I advised that fraud had occurred as I never recevied the procured services and that I had attempted to reach out to the merchant via cell phone for refund as well as attempted to request refund of erroneous deposit paid out via XXXX XXXX to no avail. I had advised that disputing via the bank was my last resort.

I was told no problem and that my issue would be looked into and they would get back to me once a decision had been made. While waiting I for results I called on several occasions to check the status.

On XX/XX/2018 I receive an e-mail, not a phone call but an e-mail stating my dispute was closed and they found in favor of the merchant based on document provided. I was shocked surprised and appalled as I know there is no way XXXX XXXX provided any proof of services because services were never completed and I have proof to reflect same.

On XX/XX/2018 I called back in to Capital One to attempt to speak with someone who was informed of the situation and could provide me with information regarding the rationale for it's investigation outcome. The representative in the dispute department stated he was not fully aware of what occurred and why this was the rationale. He stated he could request copies of the evidence documentation leveraged to make the decision. He continued to state the merchant contacted was XXXX XXXX   and nothing from XXXX XXXX. I had advised that I was angry because Capitalone never requested evidence documentation from me that would show proof that the procured services were never rendered to me. The representative advised that I could send in the documentation and ask that the decision be reconsidered. I then asked to be called back from someone who could truly speak from a place of understanding who could explain the decision rendered to which I never received.

I spoke also to a supervisor who then explained that they do not dispute transactions made via mobile payment applications to which I became furious as this was not explained to me when I called in and initiated the dispute.

On XX/XX/2018 I sent in the additional information proving that no services were rendered and to have the decision reconsidered. I called in afterward to confirm receipt and was told it would take 48 hours for the information to be received and processed to my account for further viewing.

On XX/XX/2018 I received an e-mail containing the evidence documents provided by XXXX XXXX/XXXX   leveraged to make the decision. The documentation doesn't show proof of services rendered further more XXXX XXXX did not provide additional evidence where the same platform was used to request the funds of {$1500.00} back stating the deposit was erroneous ( that they cancelled unfairly because I filed the dispute ), nor did it advise the bank that I had attempted to report the transaction as fraudulent via the support portal within the XXXX XXXX application on several occasions that they failed to investigate on my behalf.

XX/XX/2018 I receive an e-mail from the capitalone fraud investigations team stating that my additional documentation had been received ; however to refer to the e-mail provided on XX/XX/2018 stating their position to side with the merchant.

I was absolutely crushed as I thought the bank would be on my side especially when it comes to matters of potential fraud. Despite the fact that I provided additional evidence reflecting that XXXX XXXX did not provide hollistic evidence regarding the transaction the bank still did not even take steps to reconsider ; this even though I wasn't provided accurate information at the onset of the dispute process nor did the bank care enough to have someone on the investigations team call me as I requested. This bank doesn't appear to be on the side of the consumer.

Company response to consumer: Closed with explanation