Consumer complaint received 2022-11-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2022 me and XXXX XXXX  we became a victim of a lottery scam online. My wife she participated in a XXXX called DIY XXXX where participants can post their handmade work to get votes and move on next level. Unfortunately this Website ( XXXX ) allows participants to purchase this votes by using credit card, however, they do not allow participants to purchase votes with their own credit card but other. In their website ( XXXX  ) states any purchased votes made by participants will be voided and refunded. So we did research and we used our own credit card to purchase votes which it worked and no one refunded us any money nor they asked why we purchased those votes using our own credit card. While after we decided to search online regarding this contest and we found exactly what we were looking, this company operates a contest so called ( chance of game ) which collects XXXX XXXX XXXX from people who purchase votes and claims that money donating to XXXX XXXX XXXX. We found several lawsuit against this company including XXXX videos what other people were experiencing. XXXX XXXX immediately contacted this website via Email and asked to be withdrawn from the contest and to be refunded for the purchased votes. ( XXXX  ) asked XXXX XXXX if she could stay until the end of the contest and will fully refunded. Complete fail. further more to this this company never refund any money to us and we decided to dispute with our Bank CapitalOne. We contacted claims department and claim was successfully submitted. We received temporary credit from our bank while their investigation is complete. At short time after the temporary issued money was reversed by my bank and claims department informed me my transactions was correct and no errors were found. I called CapitalOne claims department and asked them why it was denied, they asked me to send supporting documents for a second look. I had provided CapitalOne Bank several pages of findings online and communication between XXXX stating they had fully refunded us. Short time later I received another Email from CapitalOne that my claim was denied. Ever since I am calling them and explaining the situation and asking them if they reviewed my supporting documents and all I hear is solid answer your claim is denied because merchant has provided information. After calling XXXX consecutive XXXX to CapitalOme bank I was informed by an XXXX that until XX/XX/XXXX no one had looked at my supporting documents but yet they denying my claim. The XXXX informed me on a telephone call that he is notating in their system for a resolution team to review my supporting documents, and asked me to call back after XXXX XXXX. In about XXXX XXXX later I called CapitalOne bank and all I hear is lie lie, every customer service employee giving totally different XXXX of waiting, they putting on Hold for several XXXX before disconnecting the phone. I had never ever had such problem with any of my bank then CapitalOne even though I am keeping money in their bank and knowing I am protected as a customer l. Unfortunately I do not take serious towards this Bank and I assume a lot of people going through the same problem as I do. I dont understand why they do not review any supporting documentation from a customer. My last call was with XXXXXXXX XXXX XXXX  XXXX XXXX ID XXXX who absolutely deny of helping me with my issue. Looks like they all XXXX and they do not want to help their customers.

Company response to consumer: Closed with monetary relief