Consumer complaint received 2020-08-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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:
I was deceived in a transaction I made with a dishonest company, and my credit card, Capital One, is not providing the consumer protection which I am due. 

I purchased XXXX sets of XXXX tickets from an online website XXXX XXXX XXXX, on XX/XX/XXXX for XXXX shows talking place in the month of XXXX, for a price of {$370.00} times XXXX ( there were XXXX transactions for this amount, totalling {$750.00} ). The day after making the purchase I realized I had been overcharged and tried to get a refund, which the company refused, but I didn't dispute the charges then because I still trusted the company and hoped I would be able to sell the tickets as the show dates became closer. Several months later I called the company to inquire what would happen if the XXXX shows were canceled due to the pandemic, and I was assured on the phone that I would receive a full refund. 

The shows were cancelled due to the pandemic, and on XX/XX/XXXX I received an email from XXXX XXXX XXXX that they were changing their return policy after the fact, and providing me with a 120 % credit in their store instead of a refund. ( This is dishonest - you can't change a return policy after a purchase has been made. ) This company, XXXX XXXX XXXX, has a very tricky and misleading website making it look similar to other reputable sites, like XXXX. They did not refund my tickets when I asked them to a day after purchasing, which an honorable company would do, and they added a vague {$80.00} service charge added to the transactions, which was unclear. In addition, their customer support and language on their website is very tricky and misleading to customers. There are numerous complaints against them on the XXXX XXXX XXXX website, and I doubt the 120 % store credit has any value at all with such a dishonest company. 

I disputed the charge with my credit card, Capital One, but they did not rule in my favor, despite my documentation and explanation. They send me a letter dated XX/XX/XXXX that the case is closed and the charge is valid, and recommended I work directly with the merchant. This is impossible for me to do because the merchant is dishonest. Capital One did not provide me the consumer protection which I am due. 

Here is an explanation of the documents which I have uploaded : Document # 1 from XXXX XXXX XXXX is an email informing me of my store credit after the tickets were cancelled and how they are changing their return policy after the fact, to benefit themselves and deceive consumers. 

Document # 2 is the response from XXXX XXXX XXXX after I indicated my frustration with not having received a refund includes the lines, we just can not do that, due to government shutdown orders and the massive disruption to our marketplace and its normal operation. They are in essence saying, we are having difficult times, so we are passing it off on you. The email closes with, Stay safe! and At your service!, phrases written in a flippant, arrogant tone which is extremely unprofessional, and gives me cause to wonder if these tickets would have ever been valid. 

Document # 3 shows the Compensation Policy as stated on the XXXX XXXX XXXX website, which states, XXXX XXXX XXXX will coordinate with the selling broker to provide you with a full compensation of the ticket price, including any service fees, '' which I have not received. 120 % of store credit from their dishonest racket does not count as full compensation. 

Document # 4 shows that XXXX XXXX XXXX is not accredited with the XXXX XXXX XXXX and has multiple customer complaints each year. 

Document # 5 shows the letter from Capital One saying they are closing the investigation.

Company response to consumer: Closed with monetary relief