Consumer complaint received 2020-06-30
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:
I had filed a transaction dispute with CapitalOne ( my current bank ) on XX/XX/XXXX for a transaction from a merchant that I believe has turned out to be fraudulent. 
On XX/XX/XXXX, I purchased a computer program that would allow me a lifetime access to their online program, after a couple of months I stoped having access for some reason and the customer service calls stoped being answer, the messages stoped being returned and after some time the phone line seemed to have been disconnected, shortly after that I was furlough from my job due to the pandemic, and then came a series of events that placed this issue of filing a dispute to the bottom of my list of concerns. 

I receive an email on XX/XX/XXXX from my bank informing me that my dispute had been denied on the grounds that " I did not report this transaction within the timeframes required under CapitalOne EFT agreement '' I try calling CapitalOne to appeal the decision because under CapitalOne EFT Agreement it says that if for ... a good reason kept me from reporting the transaction they would extend the time periods, with out any solid specification of the time frames they would extend that to in their agreement. So I imagine that the life complications that came from an unforeseeable pandemic would be considered as a good of a reason to extend that time frame. 

Here is a list ... 
- being furloughed from my job. 
- being a single parent and dealing with organizing and homeschooling my kids. 
- Trying to buy toilet paper. 
- Trying to buy food with limited resources. 
- Try to file for unemployment that took almost a month to submit my application. 
- Dealing with the stress of paying the rent and bills with no money. 
- Waiting in lines for hours at a time at the food banks. 
- XXXX XXXX - Getting sick - Getting my kids sick - Being in quarantine During this time while dealing with all this issues filing a dispute was not even remotly close to the level of all my other concerns happing in my household. 

When I called CapitalOne on XX/XX/XXXX, I spoke to an agent and I explain to him the reason for my call, the agent seemed confuse to what I was talking about and he said that the reason mentioned in the letter sent to me from CapitalOne was not the reason that my dispute was denied, at that point I was confuse and I asked to speak with a supervisor which I was transfer over to a supervisor named XXXX employee # XXXX I explained to XXXX that I would like them to reconsider the situation and circumstances, that I would like to escalate my dispute and submit an appeal and he told me that there is no such process and that he ( XXXX employee # XXXX ) would be as high as my dispute would get to and that this was the final decision and there was nothing I could do. I asked to speak to a higher up in his department and he told me again that there was no one. I said that he would surely have a manager in charge being that he is a supervisor and he said to me that there is but that he doesn't take any calls. He also mention that it was not really CapitalOne 's decision to deny my claim but that it was MasterCard 's decision and that I could try giving them I call ( which it seems odd because MasterCard is not my Bank ). I ended the call by asking to file a complaint, hopefully it was file ( complaint # XXXX ) After ending the call with CapitalOne I called MasterCard they told me the information given by my bank ( CapitalOne ) was incorrect, they have nothing to do with their dispute process and that I should contact CapitalOne again. 

It seems odd to me the information given by CapitalOne 's associates and their professionalism. To beleive that there is no higher up to speak to, that there is no other department to speak to, that there is no one else that can review my dispute, escalate or file an appeal for my dispute is almost unreal and at the least it sounds unusual.

Company response to consumer: Closed with explanation