Consumer complaint received 2022-11-08
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:
Hello, We purchased air tickets online from XXXX XXXX XXXX Our Air tickets included free personal service but at the airport our free personal service were NOT provided and instead we got charged again by XXXX XXXX XXXX We have six separate Capital One case disputes for the merchant, XXXX XXXX. 

1 ) USD XXXX - Capital One Case - XXXX For this case Capital One already issued permanent credit to my Visa Credit card account per my phone conversation with Capital One representative, XXXX  # XXXX on XX/XX/2022. 

2 ) USD XXXX XXXX - Capital One Case - XXXX - For this case Capital One already issued permanent credit to my Visa  Credit card account per my phone conversation with Capital One representative, XXXX  # XXXX on XX/XX/2022. 

3 ) USD XXXX - Capital One Case - XXXX - For this case Capital One already issued permanent credit to my Visa Credit card account per my phone conversation with Capital One representative, XXXX  # XXXX on XX/XX/2022. 

4 ) USD XXXX - Capital One Case - XXXX - For this case Capital One keeps asking for more documents even though I have already provided multiple letters and supporting evidence but per my phone conversation with Capital One representative, XXXX  # XXXX on XX/XX/2022, I need to provide more documents. For this case the merchant responded on XX/XX/2022. The merchant response has many discrepancies, errors and missing information from the merchant document. Capital One is accepting invalid merchant response with many errors while valid customer response is ignored and thrown away. 

5 ) USD XXXX - Capital One Case - XXXX - Capital One wants more documents from me even though it the same issue as the first three Capital One case. 

6 ) USD XXXX - Capital One Case - XXXX - Capital One wants more documents from me even though it the same issue as the first three Capital One Case. 

Also, Capital One refuses to provide customer with a letter of record stating that my case has been resolved in my favor and a permanent credit was issued to the account. Capital One is not doing honest business. How can this kind of behavior be allowed by the Credit Card company? Large companies like Capital One are always taking advantage of their customers. Sad part is it those same abused customers that keep Capital One in business. 

Different week Capital One ask for different documents. I think Capital One just keeps asking for different documents and hopes that somehow customer forgets or misses the dates/deadline to provide them with endless documents. 

Further, I am hardly getting the disputes letters from Capital One on time in the mail or via email. I have to call Capital One every week to know the status of the above cases and keep requesting them to give me the correspondence. 

Merchant has legal responsibility to follow the law and to provide accurate valid legal receipts. Please ensure Capital One is following the law by demanding from the merchant accurate valid legal receipts. If receipts have one mistake, then that receipt is invalid. Capital One like most banks are pro-merchant and anti-customer. 

Please order Capital One to do honest business and stop abusing their customer. If merchant response has many mistakes, or don't match with customer receipts or customer is overcharged then customers should NOT have to go through some much trouble with Capital One to get credit on time. 

Sincerely, XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief