Consumer complaint received 2016-02-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit card
Issue: Transaction issue

Complaint:
First, I want to thank CapitalOne for resolving the previous issue with the credit line semi-efficiently, it 's just unfortunate do n't provide for such resolutions without involving the CFPB ( ca n't just email CapOne ) ... Unfortunately now have another issue but this time a slightly bigger issue. We tried to file a dispute online and the system was down, it was down for a week or so as we continued to try to no avail. We called and after several questions, were told to call back in a couple hours because the system was down ( this compared to, 'can we call you back once our systems are back up and running? ). I think companies are confused in thinking that consumers wake up seeking things to do so they are happy to spend half a day trying to resolve something that should take a simple email. I deal with things at odd hours and during those hours, really do n't care to discuss the issues on the phone ... 

So now via this complaint, CapOne needs to process the dispute we have been trying to submit. It 's for the purchase XXXX XXXX to XXXX for {$120.00}. Yes, we tried resolving this through XXXX and also through XXXX. Please also understand that we use our credit card with XXXX versus simply drafting from our account precisely for this protection that it affords ( we do n't need to buy using credit ). For the timeline and why taken so long which is part of the issue. Bought an item that shipped from XXXX so took a month to get to us so that takes us to midXXXX. Immediately installed it so within 24 hours of receiving it notified the seller that there appeared to be a problem ( it was n't completely dead, just seemingly not working right ). After that communication started I think in hindsight the seller began intentionally delaying the communications. Most every communication I had to follow back up and were given excuses like he was in the hospital, he had to wait several days for the XXXX factory to response, then XXXX XXXX XXXX ... which means another month ticked by and in the end, which by this time the unit completely failed, but the seller stated he did n't believe there was a problem and offered me {$20.00} ( {$20.00} for a {$130.00} unit that at that point was dead, obviously not a equitable resolution ). So at that point contacted XXXX who essentially said too much time had gone by even though they could clearly see the communications I detailed above ( the communications were a part of their messaging system ). So then contacted XXXX and also no resolution. All of that took a few weeks and then the issues trying to get this submitted with CapOne and here we are. Here I am also with a new heater I purchased which CapOne can find that charge a few weeks ago ( another XXXX for around {$140.00} ). 

So that is basically all of the info but if CapOne needs more, please email me as they did with the other issue. Of course they did n't respond after I responded and continued to try to call but clearly they have the ability to email which to me is more efficient.

Company response to consumer: Closed with monetary relief