Consumer complaint received 2020-11-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
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:
On XX/XX/XXXX, I paid XXXX XXXX of XXXX XXXX XXXX a down payment of {$5300.00} for the installation of an inground pool purchased from XXXX XXXX in XXXX, Ohio using my Capital One credit card account ending XXXX. The work was to begin XX/XX/XXXX but by XX/XX/XXXX he still had not done any work. I contacted him that day and told him I wanted a refund so I could find another company to install the pool. He told me he would be there that afternoon to get started. He did not show up until XX/XX/XXXX. Weeks would pass before her would return and by XX/XX/XXXX all we had to show for our money was a large hole with the wall panels so that day I again told him to refund the money. I had contacted him and XXXX XXXX multiple times trying to get the problem resolved. My last contact with Mr. XXXX was XX/XX/XXXX when he told me he would be here the next week. I never heard from him again after that date. 

On XX/XX/XXXX I called Capital One, explained the situation and asked if there was anything that could be done to get the money back. I had paid the account in full before XX/XX/XXXX so I was worried the company wouldnt have any interest in helping. The representative said a dispute would be opened, a copy of the dispute would be mailed to me and I should return any additional requested information as soon as possible. It could take up to 30 days initially and would be closed after 90 days. I believe my account was credited within 3 days and not long afterward I received a letter from Capital One dated XX/XX/XXXX Case Number XXXX informing me additional information was needed to finalize my dispute. I was to complete, sign and return the enclosed form and contract, receipts, etc. by XX/XX/XXXX. All requested documents were faxed XX/XX/XXXX. I have the confirmation page from the fax showing the date and time it was sent. 

I had made several follow up calls between XX/XX/XXXX and XX/XX/XXXX asking how the dispute was progressing. Every representative I spoke to assured me everything was fine, XXXX XXXX had not responded and the dispute would be closed XX/XX/XXXX, which was the end of the 90 day dispute period. Never once was I told I filed the dispute too far outside of XXXX XXXX time frame or that the dispute form and supporting documents were not received. Then, on XX/XX/XXXX I received a letter dated XX/XX/XXXX stating they never received a response to their letter dated XX/XX/XXXX, therefore, they reapplied the {$5300.00} charge from XXXX XXXX to my account and now consider my case closed. I immediately contacted them stating I had spoken to representatives multiple times prior to XX/XX/XXXX and was told each time they had everything they needed. But the rep said if I wanted to proceed I had to get the documents to them by XX/XX/XXXX. A secure link was emailed to me so I uploaded all my documents and fax confirmation sheet and sent them again on XX/XX/XXXX. I called for status yesterday, XX/XX/XXXX and after getting no information from the rep who answered, I was transferred to a supervisor who eventually told me I was not going to be refunded. 

I can not express how stressful and devastating this has been. I was assured every time I spoke with Capital One that they were going to help me. I trusted that the case was going to be closed XX/XX/XXXX, the credit was going to remain on my account and I still had some security if my husband and/or I lost our jobs due to the pandemic. I dont think its far from the realm of possibility that they did a 180 degree turn on my case simply because so many people have been unable to keep up with their payments due to Covid-19 and the economic havoc its wreaked. The supervisor couldnt tell me why it took so many months before I was told that I didnt provide the necessary documents but when I proved that I had, the problem then becomes that I waited too long to dispute it. She said I should have done it within 60 days of the charge. That was not possible. This was a service for seasonal type of work, not a purchase of an item that was damaged or never received. And I did everything I was supposed to do. First and foremost, I paid Capital One in full. And now Im extremely angry that I cant have my money back, only a credit, so I'm forced to use the card even if I don't want to remain a customer. Consumers are always encouraged to pay with credit cards because its supposed to be much safer and you have the company to back you up if you are cheated. I feel like I was robbed by XXXX XXXX and Capital One. I went to the merchants first, trying to resolve it myself, like I was supposed to do. I filed a complaint with the Ohio Attorney Generals Office as well but they dropped it when I told them Capital One was helping me to get my money back. So because I couldn't predict that the contractor would not complete the work within 60 days, Capital One feels they have the right to steal {$5300.00} from me. 

Please review my complaint and help me recover this loss. I know Ive been luckier than a lot of people, but losing {$5300.00} is devastating financially.

Company response to consumer: Closed with explanation