Consumer complaint received 2023-02-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
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:
XXXX XXXX XXXX XXXX XXXX, # XXXX XXXX XXXXXXXX XXXX XXXXXXXX XX/XX/XXXX To whom it may concern at Consumer Financial Protection Bureau : I am writing about a very concerning situation in dealing with both Capital One and a merchant, XXXX XXXX. I purchased concert tickets to a XX/XX/XXXX show for the artist XXXX XXXX on XX/XX/XXXX. While purchasing the tickets, I saw that on the website and mobile app, it said that tickets were returnable up until XX/XX/XXXX, with no mention of tickets not being returnable to their original purchase form. My ticket, which was sent to Capital One along with other documents of proof, show the ticket is simply returnable. 

I am unable to attend this concert, so I reached out to XXXX XXXX on XX/XX/XXXX through their chat system, and spoke to a representative, XXXX, whose chat was uploaded to Capital One 's portal as another document of proof. When speaking with XXXX, I simply expected instructions on how to officially return my ticket to receive the credit to the original form of payment, which is my Capital One Card. It was here that XXXX informed me that my tickets werent returnable or refundable to my original payment, that they give a credit to XXXX XXXX, which is not explicitly stated when making the purchase. If they had used language such as returnable as a credit to XXXX XXXX instead of simply returnable, then I would completely understand and would have not purchased the tickets in the first place, because this was too big of a purchase to make to not have the ability to return it for the full amount to my original form of payment. For this, I have also filed a report with the Attorney General of XXXX against XXXX XXXX, which is where their main office is located. 

In further investigation online, there are myriad reports from other consumers who have complained of this fraudulent act by XXXX XXXX. Stating something in their policy that contradicts what is on their site as you actually make the purchase and what is on the ticket receipt that they email you itself, should be grounds for Capital One to immediately reverse this charge and credit my account back for the full amount. By not doing this, Capital One sends a message to consumers that they support fraudulent and dishonest practices by merchants with absolutely no protection to their customers. As a customer of XXXX and XXXX XXXX, I have never dealt with this level of recklessness and carelessness from a Credit Card company, and bank. 

I want it noted that when I spoke to Capital One on XX/XX/XXXX, I was told that a temporary credit would be issued to my account while this dispute was ongoing. I was never able to use this credit, as it was locked on my account. I was told that the dispute would take 30-90 days. I was told that a letter would be mailed to me with instructions on how to submit my documentations of proof, and that would be reviewed along with the documentation of proof from the merchant. When I checked my account today, XX/XX/XXXX, I was troubled when it showed the full amount was charged back to my account. When I spoke to the representative at Capital One, she said that it was charged back because I never responded with proof and the merchant did. She said they sent a letter, which I never received. She also said the case was not considered closed. Upon further checking, she found that the letter was sent on XX/XX/XXXX, which is why they never received a reply from me with proof. I asked her to remove the charge as it was still ongoing, but she declined. I switched to paperless so that she could send me the letter and I could provide the proof this way. In the letter, it stated that the case was in fact, considered closed, because the merchant replied, even though I was unable to reply due to the fault of Capital One. 

The fact that this dispute was handled so poorly with little regard for me or my familys finances, is extremely concerning and worries me about Capital One. I have provided myriad forms of proof to Capital One and can provide them for your office and hope that you can help me with his issue. I can be reached at XXXX for further information. Thank you. 

Respectfully, XXXX XXXX

Company response to consumer: Closed with explanation