Consumer complaint received 2020-01-18
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:
I am filing this complaint against Capital One ( the creditor ) related to a charge for {$490.00} on XX/XX/XXXX from XXXX, which was an educational course that was to include downloads and support. 

I received the creditors letter dated XX/XX/XXXX on or about XX/XX/XXXX, notifying me that I would be rebilled because my claim lacked the previous requested information. 

In my response to the creditor on XX/XX/XXXX, I specifically made them aware that I never received from the merchant what they were requesting : as a sales invoice, purchase agreement or contract. 

In the merchants response to my dispute on XX/XX/XXXX, they did not supply to visa or Capital One a sales invoice/purchase agreement or contract. They supplied the language from what is shown right before one makes the online purchase, which is the same information that I supplied the creditor but they did not accept what I presented. I could not provide them with something to support my case that was never provided to me and does not exist. 

In their letter dated XX/XX/XXXX, the creditor stated that the merchant provided documentation to support the transaction. However, in their signed correspondence dated XX/XX/XXXX the merchant alleges that I enrolled on XX/XX/XXXX, which is not true. I purchased the course on XX/XX/XXXX. 

Next the merchant says that I received everything and that downloaded some of the content. This is a lie and I documented to the creditor that although the merchant showed some downloads and an email to me that I received the skip traces, I did not. 

Additionally, I was to receive email support and a strategy call from the owner XXXX XXXX, however, I did not. Consistently I showed the creditor that these were to be included in the purchase, but they failed to require to the merchant to produce evidence that they provided me with this and the creditor supported the transaction anyway. 
I supplied the merchant with plenty of documentation showing slides from the merchants pre-sales presentation to support what was to be expected by me from purchasing the course and the support that t I did not receive. 

The creditor also in their letter dated XX/XX/XXXX, that was received by me on or about XX/XX/XXXX, made a very unusual request of me that I must supply a 2nd opinion of on the company letterhead of a merchant in the same field that states how the service was defective or did not match the description my sales invoice. Upon receipt of this letter, I immediately called the creditor and requested an extension/leniency related to the date of submission ( XX/XX/XXXX ) for the second opinion due to the upcoming holiday season that would begin the next business day. 

Since the conversations are recorded, there should be a record of this and the fact that I called several times with within a course of a day or two for assistance. In one of the calls I understood the creditor to say that I had more time despite the date in the letter and that I could submit online communications from similar merchants to support my claim. As a result of the very limited time frames and in order to meet the deadline, despite verbally requesting an extension to supply this evidence I had no other choice but to research and seek assistance from similar merchant 2nd opinions who had XXXX presence. 

To submit the requested information timely, I approached all the similar merchants that I could find on XXXX, asking them how their program was different from what I purchased from XXXX XXXX, letting the know that I did not receive what the course said that I should. I supplied their responses to the creditor and I even supplied a XXXX communication from a prior student where he stated that he received the strategy call that did not. But the creditor did not review or consider my evidence to support my claim, thereby rebilling me for services that I did not receive from the merchant who has engaged in dishonest practices. 

They creditor required me to produce an unusual 2nd opinion during the holiday season and despite seeking leniency in my submission date I was not granted that time. The creditor only relied on the initial response from the merchant which started off with a lie. 

I, as a consumer should not be required and forced to pay for goods that I did not receive. In all of my correspondence to the creditor, I made them aware and supplied them with a copy to the Merchants Terms of Service which did not provide me with the right to cancel or return the material or ask for a refund therefore the creditors request that I produce such documentation is unfair, unreasonable and unwarranted.

Company response to consumer: Closed with monetary relief