Consumer complaint received 2019-10-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
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:
Regarding Capital One Case # XXXX Spoke to an agent back about a month ago about disputing a charge from back in XX/XX/XXXX from yet another lawyer who scammed me. He put me on hold to see if he could open up a disputes process. He got back on the line and proceeded to tell me that we could proceed. Three weeks later I receive a letter requesting additional information, no later than XX/XX/XXXX ... I sent them all the information and documentation they needed, more than a week before before the deadline ... I then received a letter back from them dated XXXX, which means they responded as soon as I sent them everything, which means they didn't even take the time to review my responses and documentation. The letter stated, " While we have received your response to this request, it lacks all of the previously requested information needed to validate your dispute '' ... Oh, but that's only half of it!! Then they proceeded to tell me, " We are unable to assist with your claim because we have a limited amount of time to reverse a charge on our customers ' accounts. Unfortunately, that timeframe has expired. " ... So, as you can see, Capital One has gotten so deep into lying to their customers, that now they've gotten to a point where they can't even get their stories straight. They completely contradicted themselves!! First they tell me that they're denying my dispute because my responses lack all of the requested information, but then in the very next sentence they say the reason they're denying it is because I didn't dispute the charge within their timeframe!!! Unreal!!! Do you not see what these people are doing?? They claim they're there to protect their customers, yet they don't want anything to do with forcing the merchant to pay back the customer after they wronged them in whatever way!! And even if they didn't contradict themselves by giving two different stories as to why they've denied my dispute, neither reason is sufficient. My responses to their questions can not possibly lack all of their requested information needed to validate my dispute, because I responded to just about every single question they asked sufficiently, along with documentation ... As far as their " limited amount of time to reverse a charge '' -- Number one, the agent I spoke to over the phone back in XXXX told me that they could open up the dispute ... Number two, Capital One sent me a letter three weeks later on XX/XX/XXXX requesting additional information. If it was too late to dispute, why would they be asking me for additional information? Why would they have not just said right then and there that they could not assist me with my claim due to the timeframe expiring?? Makes zero sense, doesn't it? And number three ... They allowed me to dispute charges from a different lawyer that were a year and eight months old. This one was only a year and one month old! So, yeah. Capital One is corrupt and needs to be punished!

Company response to consumer: Closed with explanation