Consumer complaint received 2018-03-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
To : Capital One Disputes Executive Team ; Via Consumer Financial Protection Bureau From : XXXX XXXX XXXX Re : Remove Transaction Rebill Immediately I have been filing this claim for some time and met with more than considerable resistance including inappropriate mannerism, tone and tenor on behalf of members of Capital one that have mitigated my rights. This is not true of all members of your organization however it is true and I am providing some basic information to address the matter of a transaction rebill that I do not accept and refuse to pay for. I was told that the matter was resolved and nothing further was needed on more than one occasion including from an initial female case manager subsequent to XXXX correctly filing the claim which for some reason wasnt done previously and recently around XX/XX/XXXX after the case remained resolved for some time as representatives both in customer service and the disputes department communicated to me on a recorded line on various occasions when I asked out of concern since the credit was posted including after speaking with the person handling my claim ( female ). On XX/XX/XXXX the disputes department had no concerns even speaking with managers and the individual responsible for handling my case. 
I am requesting a copy of those conversations about my claim supporting the fact that it was resolved and accepted it as resolved be documented. I called in the past to work with capital one but being told by XXXX 2 days ago that the claim cant be approved when responding to a vague call of 2 working days prior ( from XXXX ) only to learn the person was not available and I was rebilled for a matter that was orally communicated to me was resolved and because it is beyond 120 days when a successful application was already achieved is perceived by me as dishonest and unacceptable practice among other things that were done to me during my conversation with her and her subordinate as part of a theme to mitigate my rights including not transferring me to someone who could speak for capital one immediately where she could/would not and not naming her supervisor and concealing important information. It was conveyed that I accepted what I was told and offered and it couldnt be rescinded. I referred to my rights and an accepted oral agreement. My recollection is she agreed and then began to change her answer to still attempt to deny my claim which I told her was unacceptable. It seemed once she grasped my right claim her words were tailored in an opposing direction. 
It was explained on my call last at XXXX XXXX when I could not sleep because of frustration with this matter that I accepted what was communicated by capital ones customer service and disputes department with respect to nothing further being needed and the claim finalized prior to the rebill. She claimed she could not see it in the notes but did not offer to reinstitute the claim, receive any of the alleged requested documentation ( in lieu of me being told nothing was needed ) was unreceptive to what I was saying and appeared to know little about the history of the claim yet in a short period of time made decisions about my case that were not relevant to the case as it was and then said you never responded to the letter ignoring what was communicated saying I cant see it here in the notes on the XXXX and not mentioning or providing the name of the female person who called shortly after XXXX Filed the claim successful claim or any notes that dispute person would have noted.. She did not I have spent over 100 hours of time working on this matter that should have been dedicated to academic and professional pursuits and have cost me in opportunities beyond the time. Much of that time should have not been necessary in a proper culture such as this recent change on of a Transaction Rebill on Friday, XX/XX/XXXX. 
After speaking with XXXX in disputes today I am providing some basic information about the claim which he indicated could still be done. Should you need more I can be reached at XXXX. My concern is that in repeating this work the claim that was resolved may become unresolved and I refuse to accept this loss because of issues caused by capital one. I therefore refuse to pay any of the rebill amounts as I communicated to XXXX on Tuesday XX/XX/XXXX. I can not begin to express my frustration and confusion with why oral correspondence on a recorded line is not an acceptable medium for resolving a matter as XXXX and her subordinate deemed. 
I no longer have access to the email address used for the vendors, including XXXX XXXX and XXXX XXXX. I do have access to XXXX which I will attach. 
We have documented ( case managers including the successful ones ) and prepared the concerns repeatedly about a defective product causing undesirable outcomes including taking away the property I paid for and removing not just the initial financial investment but the investment of time and resources playing the game to evolve a character and even watching, responding to purchasing ads to receive in game currency. In the case of XXXX XXXX  I have tried contacting them and can not. They have completely removed every trace of my account and without my consent taken my property away including the property that was paid for with my capital one credit card. I have begun to act based on the case and am preparing a dispute for my bank account based on this claim and can not afford this unnecessary delay in filing that claim due to small issues that were apparently resolved and now arising again because of related and redundant activity. 
I just find it strange how this matter transpired and I was treated by more than one person and need you to remove the rebill immediately. In addition please review the communications standard, procedures with your staff in terms of proper demeanor, tone, tenor and not yelling at customers as it seems it is applied differently depending on whom I speak with acting in a harmful and improper manner. This is not my experience with everyone in your company and is the reason I have remained a customer but a harmful subculture does appear to exist. 
Please confirm receipt. 

XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX  XXXX : XXXX  XXXX  XXXX )  Canceled XX/XX/XXXX {$99.00} XXXX Apps XXXX XXXX XXXX ( XXXX XXXX XXXX : XXXX XXXX XXXX ) Canceled XX/XX/XXXX {$99.00} XXXX Apps XXXX XXXX  Package ( XXXX XXXX   XXXX XXXX XXXX XXXX XXXX ) Canceled XX/XX/XXXX {$19.00} XXXX Apps XXXX XXXX Pack ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) Canceled XX/XX/XXXX {$4.00} XXXX Apps XXXX XXXX XXXX   XX/XX/XXXX {$0.00} XXXX Apps XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$12.00} XXXX Apps XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$99.00} XXXX Apps VXXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$99.00} XXXX Apps XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$99.00} XXXX  Apps XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX  XXXX ) XX/XX/XXXX {$99.00} XXXX Apps XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXXr XXXX ) XX/XX/XXXX {$99.00} XXXX Apps XXXX XXXX XXXX XXXX  ( XXXX XXXX XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$99.00} XXXX Apps XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$99.00} XXXX Apps XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$99.00} XXXX Apps XXXX XXXX XXXX - 21 Days ( XXXX XXXX : XXXX XXXX XXXX ) XX/XX/XXXX {$11.00} XXXX Apps XXXX XXXX XXXX ( XXXX XXXX : XXXX XXXX XXXX ) XX/XX/XXXX {$27.00} XXXX   Apps XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX {$49.00} XXXX Apps XXXX XXXX XXXX XXXXXXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$99.00} XXXX Apps XXXX XXXX XXXX ( XXXX XXXX : XXXX XXXX XXXX ) XX/XX/XXXX {$43.00} XXXX Apps XXXX XXXX XXXX   XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$5.00} XXXX  Apps XXXX XXXX   XXXX ( XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$99.00} XXXX Apps IXXXX XXXX ( XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$0.00} XXXX Apps XXXX XXXX   XXXX ( XXXX XXXX  XXXX XXXX ) XX/XX/XXXX {$99.00} XXXX Apps XXXX XXXX ( XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$0.00} XXXX Apps XXXX   XXXX ( XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$3.00} XXXX Apps XXXX XXXX ( XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$74.00} XXXX Apps XXXX   XXXX ( XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$3.00} XXXX Apps XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$92.00} XXXX Apps XXXX XXXX XXXX ( XXXX XXXX XXXX   XXXX ) XX/XX/XXXX {$92.00} XXXX Apps XXXX XXXX ( XXXX XXXX  XXXX XXXX ) XX/XX/XXXX {$3.00} XXXX Apps XXXX XXXX   ( XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$6.00} XXXX Apps XXXX XXXX ( XXXX XXXX XXXX XXXX ) XX/XX/XXXX {$0.00} XXXX Apps XXXX XXXX ( XXXX   XXXX XXXX XXXX ) XX/XX/XXXX {$0.00} XXXX Apps XXXX XXXX ( XXXX   XXXX XXXX XXXX ) XX/XX/XXXX {$3.00} XXXX Apps XXXX XXXX ( XXXX   XXXX  XXXX XXXX ) XX/XX/XXXX {$6.00} XXXX Apps XXXX XXXX  ( XXXX   XXXX XXXX XXXX ) XX/XX/XXXX {$0.00} XXXX Apps XXXX XXXX XXXX ( XXXX   XXXX XXXX XXXX ) XX/XX/XXXX {$99.00} XXXX Apps XXXX XXXX ( XXXX   XXXX XXXX XXXX ) XX/XX/XXXX {$0.00} XXXX Apps XXXX XXXX XXXX ( XXXX   XXXX XXXX XXXX ) XX/XX/XXXX {$99.00} XXXX Apps XXXX XXXX ( XXXX   XXXX  XXXX XXXX ) XX/XX/XXXX {$0.00} XXXX Apps XX/XX/XXXX call in subsequent to sending documentation in to Capital one via email. Spoke with XXXX in disputes who questioned aspects of the claim that had already been resolved in the past saying repeatedly you waited too long to file the claim. I explained repeatedly that that issue was resolved and doesnt need to be addressed. No matter what I said he asked again why wait for so long and it was apparent he didnt know the case. It is very frustrating to keep spending time on this matter especially when thay say things like it is likely to get denies and we are leaning much more towards denial now. He said it has always been that way and I told him it was the first time I was hearing that. It seems that there is not aa good understanding of what I was saying although I repeated myself multiple times. I explained that it was communicated in the past that the matter was resolved. He raised the 120 day issue even after I told him multiple times that it was approved by XXXX   and was told the case was complete. The fact that he kept coming back to the same issue shows his unwillingness to listen to what I was saying. XXXX talked about how my claim wasnt strong and more information is needed to win including you will likely be rebilled so we wont file it. He seemed to be discussing typical situations, would not allow me to get a copy of the phone records requested, said cant really file a claim and its leaning toward a recharge. I told him an investigation was needed into the matter of me being told all was complete. He would not start an investigation into the phone records to confirm that I was told there were no issues that should have caused the transaction rebill. Without viewing accounts he said it was too old andwhy any claim was being filed, not listening to my concern that this was already approved by XXXX  as communicated to me from capital one and that no further action from me was needed which is now changing and evolving with each person who touches this claim. I refuse to accept a loss because of capital ones issues including time and resources. During investigations the money should be restored and requested information provided. This was not done and my request for an investigation was ignored. The pattern of misreprese4ntation and arbitrary attacks has continues. He said the claim was not strong without taking much time to review the claim then needed to review the claim and what was sent to see if it was strong. It seems his mind was made up before reviewing anything. I will not allow my rights to be harmed and demand my losses restored including any and all of those mentioned in these letters. 
XXXX XXXX XXXX

Company response to consumer: Closed with explanation