Consumer complaint received 2020-11-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
We are account holders with Capital One 360. Specifically, we hold a Checking Account with a MasterCard Debit Card # XXXX XXXX XXXX XXXX. We have been a loyal customer since XX/XX/XXXX, back when this account was part ofXX/XX/XXXX XXXX. Until recent events, we have been highly satisfied with the quality of service provided by Capital One in resolving issues that we have had regarding our account. Unfortunately, a recent issue has occurred that, as of the date on this letter, has remained unresolved. We have contacted Capital Ones customer service department numerous times for a resolution to no avail. 

Specifically, I am referring to the following two cases : XXXX - {$8.00} Dispute was filed after I returned an XXXX XXXX order that was defective. The marketplace seller fraudulently claimed he never received the return, and refused to issue a refund. The case was denied on XX/XX/XXXX because the charge was valid. 

XXXX - {$38.00} ( incorrectly disputed for {$71.00} ) My wife attempted to return several items to a Wal-Mart store, who falsely claimed that they were no longer accepting returns due to COVID-19. We confirmed with Wal-Marts corporate office that this was in violation of their corporate policy. The case was denied on XX/XX/XXXX because the charge was valid, and a subsequent appeal was denied on XX/XX/XXXX because there were no errors in the amount charged. 

The problem with the aforementioned cases should be clear. There is no nexus between the denial reasons, and the reason ( s ) the cases were filed. It was never my contention that the charges were fraudulent or overbilled. I believe I was very clear about that when I filed the disputes. 

On XX/XX/XXXX, I received a follow-up email from Capital One, which stated that Case XXXX was denied because they " never received supporting documentation ''. It was sent MULTIPLE TIMES. Capital One had not informed me that they failed to receive my documentation ( this was the first I heard of it ). I am enclosing proof of my submission to Capital One via email on XXXX. I also sent a copy by fax and regular mail. I was also informed that they denied Case XXXX because they " Could not verify Wal-Mart 's return policy ''. This denial reason indicates a clear lack of understanding of a dispute. The burden of proof to show the validity of the charge is on the Merchant, not the account holder ( me ), nor the financial institution. 

I am enclosing copies of the documentation I have available of the aforementioned cases. The cases are valid and ought to proceed. 

Going forward, after this and a slew of other issues we've recently had with the bank, I am considering closing my Capital One account and ceasing business with them. A quick internet search revealed a large number of similar complaints against Capital One. The quality of service they have provided in recent years has declined significantly, and they are treating their customers very poorly. I would also ask that the CFPB consider investigating the way Capital One 's disputes department is handling cases like these. While my reasoning for initiating the disputes was perfectly clear, the person ( s ) reviewing the disputes did not seem to understand them, or chose not to review my dispute and simply deny it for an irrelevant or improper reason.

Company response to consumer: Closed with explanation