Consumer complaint received 2019-09-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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:
Im filing this through the CFPB because while weve been with Capital One, weve had very few charge disputes but when we have had them, its amazing how poorly Capital One handles them and it all started off bad when visited their online resources to file the dispute and it simply ended with telling us to just call. I do such things like now XXXX-ish and dont, or cant call now I dont know any other bank/cc company that doesnt let you file a dispute purely online which goes along with our past experiences with this that they just havent given the dispute process the proper attention. 

Oddly and just very coincidentally we havent had to file a dispute in years but oddly have two to file. 

The first dispute is against XXXX dated XX/XX/2019 for {$520.00}. The reason is they failed to deliver a suitable product/service. We had been working with an XXXX vendor for over a year and that amount was really just to fix issues that they should have fixed without charge. The vendor is not trustworthy so the only way I would proceed was using XXXX XXXX XXXX program. After it took the vendor over a month ( it was supposed to take a week ) then the units still were not suitable and they refused to correct the program. I filed a claim with XXXX and had various issues with their form. It could only take certain file types, only so many characters, all these hoops and due to this I missed the time period for the dispute however, the email notifying me of that indicated no problem, just email them and they provided the email address ... Well, that email address got kicked back as didnt exist and when clicked on the feedback link in the same email it went to a page that didnt exist. I tried to contact them using some other email addresses but there was never a response and that was nearly two weeks ago. I have continually tried to work the issue out with the vendor and those efforts have failed with them now declaring not only will they not correct the program for the product but also that they own the program which is just an example of XXXX stealing intellectual property as well! 

The second dispute is against XXXX XXXX on XX/XX/2019 and for {$400.00}. I tried to resolve this through XXXX and completed their form only to be told that form would only go to the business to try to resolve it and to be back in contact with them if it didnt resolve it. I already tried with the business, thus went to XXXX and now CapitalOne! 

This was for a tri-fold brochure and everything started great with the company, they set the file perfectly ... however, once the brochures arrived I instantly noticed the folds were incorrect. I did send a pic where can clearly see that primarily the right fold is very far off. The other fold is just slightly off. 

I contacted them and instantly they said it was correct so clearly they had no desire to correct their mistake. After a couple emails back and forth they simply stopped responding. Instead they wanted me to jump through hoops and file some online form, take more pics ... which I refused to do, the issue is very obvious and I told them they can gladly have them sent back to them if they desire, these can't be used as is, no response to that suggestion. I also told them that instead of trying to get customers to jump through such hoops, why don't they fill out a quality control form where someone checks orders before then run an entire batch!?!?

Company response to consumer: Closed with monetary relief