Consumer complaint received 2020-06-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ
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/XXXX I purchase a vacation package from XXXX using my master card by Capital One of the amount of {$2300.00}. 
Since this COVID19 started, Hawaii as well as the rest of the country went on a " LOCKDOWN ''. Since then, new regulations were put in place. 
XXXX XXXX Hawaii put themselves on a mandatory 14 day quarantine period. I bought a vacation package for 11 days. So that fact alone voided my original agreement of my purchase ( based strongly from XXXX about my original purchase back in XXXX, pre-covdi19 ), but they did not see it like that. 
I waited and waited until XX/XX/XXXX. I contacted XXXX a couple times to cancel my trip and get a refund, but they were VERY adamant about their policy upon my purchase being non-refundable. 
So after that, i called Capital One to file a dispute on XX/XX/XXXX in the full amount of {$2300.00}. Upon talking to someone intelligent to comprehend the " REALITY '' going on around the country, let alone the world, was accommodating to understand that this was a no brainer considering it is service that was not rendered to me, and could not based on the original purchase. I get a credit back of that amount to my credit card and life is good. 
XX/XX/XXXX, i get a charge back from Capital One. Stating the merchant responded, stating my original purchase was good because i bought a non-refundable purchase back in XX/XX/XXXX. That was XXXX defense, and Capital One accepted that response. Accepted to the point of closing my dispute. 
When i found out about it, XX/XX/XXXX, i called Capital One XX/XX/XXXX to find that answer. When i talked to them, they state they mailed me documentation on that day XX/XX/XXXX. I did not get that documentation until XX/XX/XXXX after my mail was delivered. To find out the date stamp on the letter was on XX/XX/XXXX ; so RIGHT there Capital violated their own policy. Which i showed them, because i copied it and mailed it them along with other documentation. That letter sent late to me from Capital One is suppose to supply an envelope of sort to put my documentation in, but none was available. 
Furthermore, the documentation supplied from Capital was unreadable. No better than ink blots to use my imagination. However i did supply to Capital One sufficient documents from the change of XXXX own policies because airlines and hotels were accommodating guest. Since i bought a package through XXXX, i could not go straight through them. I had go deal with XXXX not going with the airline and hotel says. Before my trip, can not find specific date, but the hotel cancel all reservations, which my date fell under. So even there itself i get a refund, but the hassle was unreal from Capital One to get an intelligent person to work there! 
I recorded on my phone a phone call of the timer count at 1 hour and 47 minutes and counting of the phone call disconnected from Capital One trying to tell them that my information is sufficient. Even though they tell it is insufficient information ; tell me how the merchant emails the customer about the cancellation being a successful and getting a full refund back ; printed that email and sent it to Capital One, along with a bunch of other documents abut that statement, that email was sent to me on XX/XX/XXXX. I know i said that before, but this is what really bothers me is just that. Then on XX/XX/XXXX i am charged back that amount because the merchant said and i quote from Capital One letter sent to me : " RECEIPT PROVIDED SHOWING TRANSACTION WAS BILLED CORRECTLY ''. Now any intelligent person that understands math will understand that timeline does NOT make any sense, at all!! Yet it does to Capital One, even when i called them out on it, they still ignored me!! I got a letter through their website, NOT THROUGH THE MAIL, but on their website where i would have to get an email to know they sent me a message, because you can only get it through the website, and not through app on a " SMART PHONE OR TABLET '' ; since the technology is not there yet for them, Capital One ; i mean for us customers. 
Now XX/XX/XXXX i called Capital One, twice to be hung up twice. The first time i was on hold waiting for someone to pickup for about an hour and the rest of the time when someone did pickup, i was hold so they can look at what i sent them. I keep having her dig into it because she is only reading what is wrote from Capital One. I kept telling her to look at the email, but refused to do so, because ; " WE ALREADY CONCLUDED THAT YOU DID NOT SUPPLY SUFFICIENT INFORMATION TO GO AGAINST THE MERCHANT SINCE THEY SAID IT WAS BILLED CORRECTLY ''. After time wasted with that, i called XXXX to find out where my money is. WELL, after being on the phone over an hour ( 1 hour and 16 minutes ), not only i am getting a my money back, but there was an error on XXXX end due to CAPITAL ONE DISPUTE! I got a confirmation number from XXXX from their case # XXXX. 

I got screwed over by my credit card company, stealing my trust, my patience, most importantly my business! The fact alone that the MERCHANT was refunding my money, how is the information the sent to me valid. This is FRAUD done onto me by CAPITAL ONE. There is no way around it! Why is the merchant able to resolve the dispute from Capital One, when they are the reason why i started the dispute. Then we have then i filed the dispute to the when i was charged back the amount i was disputing to be told i was wrong ; even though i have documentation from the people Capital One is saying no ; yet i am getting a full refund after all said and done. 
YES, I DID GET MY MONEY BACK, in their fantasy world time. HOWEVER, very UNPROFESSIONALLY, UNETHICALLY, approach on being a business, let alone providing a service to their customer, ME. As of right now, Capital One violated their own policy against me by trying to manipulate the dispute in the merchants favor, even though the merchant was complying the whole time ( unbeknownst to me the whole time the dispute is going on ) trusting my financial institute has my back and would be intelligent enough to comprehend numbers and the english language and communicate with me as the their customer and NOT some bottom feeder that they have treated me like. Otherwise why the hassle over this time when it was know to get my money back to not get my money to then have to waste more of my time to FIGHT to get my money back!! I had to do a lot of work to get my money back that Capital One was suppose to do begin with! 

Once i get my money back, i will be filing a small claims suit against Capital One for this negligence. They have no problem closing peoples account down and suing them for the money. Even though i finally did get my money back, it was not through the service of Capital One. In fact, if i did NOT call travelocity that day, i would not have seen any money refunded back to me!! For whatever Capital One did, caused an error on XXXX side. Even though they hold no responsibility for that error on XXXX side, but they XXXX sure have a responsibility to me as their customer ad failed at that while violating their own policy to make it go away as if i was in the wrong. That is how a BIG financial institute FDIC insured acts towards the american people like myself! 

I want JUSTICE! They are XXXX  over the american people. Most people do not fight fr their right and roll over. I did not and found what i always known, Capital One does NOT value my business.

Company response to consumer: Closed with monetary relief