Consumer complaint received 2018-09-19
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:
XX/XX/2018 I filed a credit card billing dispute under XXXX reason code XXXX for a charge from XXXX on my Capital One Credit Card. The cause for this chargeback was due to XXXX refusing to accept a return. The item I attempted to return was within the allowed return time limit provided on the original sales receipt and was verified as being returnable pre and post-sale. XXXX XXXX provided no reasoning, only a return refusal receipt. Thus in accordance with XXXX 's Merchant operating rules the chargeback was valid. 

I filed the necessary paperwork with Capital One who initiated the dispute with XXXX XXXX. On XX/XX/XXXX XXXX XXXX responded to capital One Requesting proof I attempted to return the item. Upon initially submitting my dispute I provided the return refusal transaction ID number to capital one. However, I called in again and spoke with a dispute specialist who requested a copy of the receipt. The agent said I would receive a secure link to upload the documents, which despite my many phone calls requesting the link I did not receive for another month. At this time Capital One informed me the timeframe had passed but if I wanted I could resubmit the documents and request the dispute be reopened. Which I did immediately. I provided a detailed written description of the events, the original sales receipt, the return refusal receipt, a written statement from XXXX stating the item was indeed returnable as well as made a conference call with Captial One to XXXX XXXX who validated the item as being returnable to Capital One. I resubmitted this paperwork In XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Yet while Capital One continued informing me the investigation was still underway on this disrupted item they actually made no attempts to submit the documentation to XXXX. 

I continued calling in, as I noticed I had begun being charged interest on this disputed item at which time I was told it would be corrected once the dispute was finalized. As this was the only charge on my account I was then charged a late fee, which was subsequently credited back, then my account began to be reported as delinquent by capital one despite the entire balance still being under dispute in violation of several consumer protection laws. I have made many calls trying to resolve this and each time Capital One tells me the timeframe to file the dispute has passed. It no longer mattered to them that they informed me in writting and over the phone that the charge was under dispute. THey have refused to process the billing dispute as required, and have been holding me liable for the only charge on this account, reporting my account as being delinquent when it's been under dispute. They refuse to make any correction or take any responsibility. After hours on each phone call I finally get to a supervisor who says they dont ' have the authority to make any such changes and will have to request a call back be made which I never receive.

Company response to consumer: Closed with explanation