Consumer complaint received 2022-09-27
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:
Hello, I have tried to dispute this charge with CapitalOne multiple times. Each time they close the dispute for an arbitrary reason ( must dispute within 60 days of transaction ). Each time the dispute was closed I called and talked to a manager who reopened it and corrected the mistakes the CapitalOne agents previously made. Today I called to get an update on my dispute and was told it was closed again, even though Ive received no notifications from CapitalOne telling me its closed. The managers at CapitalOne told me today the dispute is closed, theres no further next steps possible, there are no managers I can speak with, and I must work the issue with the merchant directly. 

Thanks, XXXX XXXX CapitalOne Case Number : XXXX Issue reported to capital one : I never received the services I paid for. I paid for the advanced resume package from XXXX. After my assigned resume writer at XXXX became responsive I made efforts to contact their management team via email and voicemail, seeking assistance to complete services and/or refund my money, and never received a reply. I made all my calls from my telephone number XXXX. I sent all my emails from my email address XXXX. They offer a 100 % money back guarantee, terms of service 3.4. The do not offer refunds, as per terms of service 3.2, but does that mean they dont have to provide any sort of services? I never received anything completed. 

Timeline : XX/XX/XXXX - Purchased Advanced Resume package. Includes 100 % money back guarantee, XXXX overhaul, and a robust and highly in-depth professionally written resume. 
XX/XX/XXXX - Assigned resume writer ( XXXX ) XX/XX/XXXX - XX/XX/XXXX - XXXX and I were communicating via email discussing the project. I emailed her last on XX/XX/XXXX and never heard back. 
XXXX - Expected to receive completed resume package. 
XX/XX/XXXX - Emailed XXXX asking for assistance with getting my resume completed. I never received a reply. 
XX/XX/XXXX - Emailed XXXX asking for assistance with getting my resume completed. I never received a reply. 
XX/XX/XXXX - Emailed XXXX, as per terms of service 2.9, asking for assistance with getting my resume completed. I never received a reply. 
XX/XX/XXXX - Emailed XXXX asking for assistance with getting my resume completed or getting a refund. I never received a reply. 
XX/XX/XXXX - Emailed XXXX asking for assistance with getting my resume completed or getting a refund. I never received a reply. 
XX/XX/XXXX - Emailed XXXX, as per terms of service 2.9, asking for assistance with getting my resume completed or getting a refund. I never received a reply. 
XX/XX/XXXX at XXXX MST - Called main telephone number XXXX, as per terms of service 2.9, and left a voicemail asking for a manager to call me back. I said that if I did not hear back by XX/XX/XXXX I would be filing a credit card dispute. 
XX/XX/XXXX at XXXXXXXX  MST - Called main telephone number XXXX, as per terms of service 2.9, and left a voicemail asking for a XXXX to call me back. I said that I was going to be filing a credit card dispute. 
XX/XX/XXXX at XXXXXXXX MST - Called XXXX XXXX telephone number XXXX, as per terms of service 2.9, and left a voicemail asking for a manager to call me back. I said that I was going to be filing a credit card dispute. 
XX/XX/XXXX at XXXXXXXX  MST - Called CapitalOne at XXXX and opened a dispute. 
XX/XX/XXXX - CapitalOne requested more information be faxed to XXXX. 
XX/XX/XXXX - Faxed signed forms to CapitalOne. 
XX/XX/XXXX - I received an update from CapitalOne requesting more information. I called CapitalOne support to try and understand what happened. CapitalOne apparently never received my fax with information. I asked to speak to a CapitalOne manager. The CapitalOne manager assured me it was a mistake and said I would just need to upload a copy of the fax I sent back in May. She sent me a link and I uploaded it. A couple hours later I got another update from CapitalOne saying I am only allowed to dispute charges for 60 days. Since the service I purchased takes more than 60 days to complete, this should not be applicable. I called CapitalOne and spoke with a manager who told me she would just need me to update a few more things ( receipts, merchant 's refund policy, and refund notices ). 
XX/XX/XXXX - Uploaded info to capital one. 
XX/XX/XXXX - Received update from capital one saying that they could not process claim because it was more than 60 days after the statement date. 
XX/XX/XXXX - Called capital one. Got manager XXXX. He reopened case and agreed that it was unreasonable to dispute this within the first 60 days. XXXX said theyd be back in touch with me in 30 days or less. 
XXXX - XXXX XXXX mgr ) confirmed that the case is still being investigated. 
XX/XX/XXXX - I called for an update. XXXX says that the case was routed/handled to another department on XX/XX/XXXX. Agent doesnt have any more info. Getting manager. Manager name is XXXX. Still pending investigation. Turns out it was closed again, capital one doesnt have the rights to dispute any longer. Manager hung up on me. Called back. Got a manager again. Manager name is XXXX ( ID XXXX ) fraud and disputes account manager. She says the case has been closed because they no longer have the rights to dispute this case. XXXX told me its my responsibility, not CapitalOnes, to call and ask for updates on the dispute. 



2.9. Customer Service.

Telephonic, email, and in-person customer service may be obtained Monday through Friday from XXXX XXXX XXXX XXXX XXXX. and Saturday through Sunday from XXXX XXXX XXXX XXXX XXXX. local, Arizona time XXXX The customer service email for all offices XXXX. The customer service number for the XXXX, AZ, XXXX, AZ, and XXXX, AZ, offices is XXXX. The customer service number for the XXXX, AZ, office is XXXX. For in-person customer service, we have a total of XXXX commercial offices in Arizona : XXXX XXXX XXXX XXXX., XXXX, AZ XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, AZ XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, AZ XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX XXXX XXXX XXXX. Refunds. 
Due to the nature of the Services, in no event shall a refund of a pre-paid Service Fee be granted, including but not limited to errors in the Services, dissatisfaction with the Services, failure to obtain interviews or employment, and/or failure of a Service to meet the requirements of the industry.

3.4. Guaranteed Interviews Within 45 Days Or Less Guidelines. 
We guarantee our clients will land interviews within 45 days or less or a full refund ( minus admin/tax's/transactions fees ) as long as the following conditions are met. 1 ) Client must diligently apply for at least 10 jobs a day, 5 days a week, for 45 days. 2 ) Client must apply for jobs in which they have the qualifications for. 3 ) Client must apply for jobs in which their resume is written and marketed towards. 4 ) Client must provide proof to Us via email or electronically that these conditions were met. If all requirements are fulfilled, We will provide a full refund ( minus admin fees/taxes ).

Do My Resume can't guarantee the volume of jobs available that meets clients specific career objective ( s ). In such a case where client is unable to apply for their intended career objectives due to low demand of open job postings, We are unable to refund client if they do not land job interviews.

Company response to consumer: Closed with explanation