Consumer complaint received 2020-10-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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:
Account # XXXX Re Case # XXXX & # XXXX & # XXXX Amount : {$2500.00} Bought on XXXX They were delivered XXXX Disputed with merchant XXXX Hello, I am writing because Capital one Bank will not dispute the charge that I have asked them to dispute and find in my favor. 
I had bought some masks online from XXXX that were described as XXXX XXXX XXXX. When I got the masks I seen that they looked nothing like the pictures of the listing online. And they were in fact counterfeit. I asked the FDA about the masks and they said no medical Masks or equipment can use the FDA logo on them. That was the first real giveaway that they were  counterfeit. I contacted XXXX which is a XXXX company that allows 3rd party sellers to list things for sale on their website. All of the 3rd party sellers are XXXX also. 
XXXX said that they could not see any difference in the pictures I sent of the masks I received and the pictures from the website listing. So they declined to return the money. Not really surprised since the XXXX do this a lot for their people. On XXXX they have a, Money Back Guarantee and a, Free returns Listed on the website. Which they did not honor. 
I then contacted Capital one my credit card company to do a dispute the charge as, not as described. Gave them all my information with screen shots showing the masks advertised and pictures of the masks I received. I also sent website screen shots of the FDAs website where it shows what is required to be stamped on the masks to be a XXXX mask. 
The masks I received were completely white with no stamp markings at all. The screen shot of the listing shows it with the words stamped, XXXX FDA CE and certification number. Which are fake. The ones sent to me have nothing on them at all!!!! 

Capital one denied the clam right away. And sent me the letters from the merchant that showed nothing address that the masks were fake XXXX masks. But instead just a screen shot of the transaction. And a not even filled out paper work from capital one. That was XX/XX/XXXX. On XX/XX/XXXX I responded back to capital one that they need to issue me a refund since I am a merchant also ( 17 years ). I know that the credit card issuer ( Capital one ) is the one that makes the determination for the dispute. Capital one right away denied the claim again on XXXX XXXX. And were I think capital one is being criminal in their actions is they keep issuing a different case number each time so as to confuse the customer. Also capital one is doing the old insurance scam, deny, deny, deny. To tire the customer out so that they dont keep spending all this time trying to get their money back. Capital one will ask for things that are unobtainable from the customer as to stone wall them. 
Example being, A second opinion on company letter head from another merchant in the same field stating specifically what the original merchant did incorrectly, how the problem can be corrected, and what that will cost. 
Now anyone knows that no other merchant or person is going to waste their time to write you a letter examining these masks or any other product. This is where capital one tries to really stone wall you and get you to accept that you are nothing getting your money back. 
I disputed it again with capital one on XXXX and sent even more information from the FDA showing these are counterfeit masks. I then proceed to call on XXXX to be told by XXXX that the disputed was again denied. I asked to be transferred to a manager. He transferred me to XXXX a Fraud Manager who  had me on hold for over 1 hour and told me there is nothing he can do for me. I told him this is some scam that Capital one is backing up and allowing fraud. 

I told him This will look really bad for capital one trying to force us to take fake XXXX masks and sell them to doctors and nurses. Who would then be exposed to the virus and jeopardize their lives. I want to see if you could help us get the word out to social media and news networks about how capital one is allowing and contributing to this scam. 

I should not have to pay this amount back to Capital one. And this should never be allowed to be reported on my credit report. This is overwhelmingly a counterfeit XXXX mask and not as described credit card charge which Capital one should decide in my favor. I shouldnt have to write my XXXX or Attorney General, or any other government oversight entity to force Capital one to do what they are suppose to do. Protect the Card holder and the America People from getting scammed. They are supposed to protect the nation 's financial infrastructure and payment systems. 




Thank you XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation