Consumer complaint received 2018-07-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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:
I hired XXXX to create a website for me, host it for one year and provide email service for my company. The website to be created was discussed with very specific specifications. I paid them {$3500.00} to do this work. When the website they provided was not what I ordered I contacted XXXX to correct the problem. XXXX told me that it would require additional work to make the corrections needed and would cost an additional {$750.00} - explaining that the website that I originally ordered was more complicated that what they originally thought and would required custom work. I paid this additional amount. The website they provided the second time was still not what I ordered and it was delayed beyond the time they committed to providing the website. I therefore cancelled my ordered with XXXX. I never received the website I ordered, the web hosting or the email hosting I paid for. I asked XXXX to refund me the money and they refused to do this so I went to capitalone cc fraud department asking them to issue a charge back for the products I never received and paid for. Both charges had been put on this capitalone credit card. They told me they would take care of it. I went through multiple letters back and forth with capitalone, each time explaining the exact same thing that had happened. I provided them with what the specific discrepancies were between the website I ordered and what I received. I sent capital one a second opinion letter from another web developer, and a letter from the company that ended up doing my website as requested by them. When they asked for the same information again and again I contacted one of their customer service representatives, spent an hour on the phone with him and asked him to walk me through exactly what capital one needed to finish the process that had not already been provided. I wanted clarification on what needed to be submitted that already had not been submitted. They asked for a letter on company letter head from the company that did my website. I provided this. Capitalone 's customer service representative gave me exactly what was needed to " finish the process '' and the date the information needed to be submitted by. When I provided this exact information to Capitalone by the date needed they denied the chargeback saying that the instructions he gave me were wrong and that the deadline he provided for submitting the info had passed. I asked for them to review my call with him to document that i did exactly what was asked- I knew all calls were recorded and I wanted to prove that I did exactly what was requested. After weeks of my calling back to follow up they said they could not find the call and denied my charge back. I have spent hundreds of hours on this now. I am a small business that can not afford to lose this money or write this off. It is clearly a case of products purchased and paid for and not delivered by XXXX and should have been straight forward for the fraud department at capitalone to handle.

Company response to consumer: Closed with explanation