Consumer complaint received 2018-10-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
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:
-On XX/XX/2018 I informed Capital One about one of the transactions of {$610.00} that I had made with XXXX regarding filing a dispute. 

- I informed them that XXXX did not provide the services for which I paid and that they had agreed that they are going to refund me the amount after corresponding and taking up the issue with them. 

- Since they had not refunded me the amount, I want to proceed with filing the chargeback. 

- On XX/XX/2018 I saw the transaction charged again on my credit card. 

- Upon my inquiry I was told that I had to submit the documents with regards to my correspondence with XXXX and their agreement of refunding on it. 

- On XX/XX/XXXX I provided Capital One with necessary evidence to pursue the transaction with the merchant. 

- The confirmed the successful receipt of the documents. And that they will not require anything more at this point. Furthermore, if any more documents are needed they will get in touch with me. 

- Around XX/XX/2018 I called Capital One regarding the status of the chargeback and I was told that it is in process and that it is going to take 90 days from XX/XX/2018, which will be around XX/XX/2018. 

- Moreover, I was assured that my documents were complete and that the chargeback will be refunded in my statement. 

- I would like to highlight that I have never missed a payment and in fact have always paid off the outstanding in few days of credit as a bonafide customer. 

- Around XX/XX/2018 my credit line was increased by {$500.00}. 

- On XX/XX/2018 after waiting for all the 90 days to pass I called up Capital One again. 

- After more than 1 hour of back and forth and deliberation in the dispute department with their representative XXXX I was told that my chargeback has been rejected due to lack of evidence. 

- I asked him if that was the case- why was I not notified by letter or email. To which XXXX responded " I don't know ''. 

- I further inquired as to why upon my inquiry I am told about this refund rejection and that I was not told about the same when I submitted my correspondence documents with the merchant. 

- XXXX responded that he doesn't know about that too and that I have to resolve this directly with the merchant XXXX - I asked him to put me through their Supervisor and after 30 minutes further deliberation I was put through to a female named XXXX. 

- Upon my inquiry she further told me that she has no idea of why I was not sent the documents of rejection or a letter stating the same. 

- She said she will study my case and call me back within 24-72 hours.

- Todate it is over 5 days and nobody has contacted me from Capital One and I have received no correspondence regarding my chargeback. 

- Instead I received a new card of pre-approved offer. Do you want to rip me off again? Just because I am a good customer and that I always paid on time. Do you want to trap me further. I need an explanation for this. Why you could not address my cast while sending me this offer. 

- All my inquiries and requests have been ignored and neglected. My credit line has been misused without my knowledge and consent.

Company response to consumer: Closed with monetary relief