Consumer complaint received 2021-11-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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/21 I bought a XXXX XXXX XXXX online for {$1200.00}. As a precaution, I made this purchase with my virtual card number, which is offered by my Capital One XXXX XXXX Credit Card ENO service. Days after I fell sick and unable to start nor complete the course in the near future. On XX/XX/21 I called and emailed the merchant to resolve the charge by requesting refund due to the fact of my sickness. I recalled vaguely the product 's merchant offered a 60-days-money-back guarantee. I could not recall where it was written, clearly not in the immediate sight at checkout. I have all the documentation in copy. The merchant denied refund alleging that I did not qualify for 60-days-money-back guarantee because I must have " completed '' the course and " reported '' the full completion materials to their " renewal '' team to approve, and first upon their approval I might have qualified for their 60-days-money-back guarantee. I insisted it was a case of sickeness and I was unable to complete the course. The merchant remained on refusing me the refund. I documented all the contact made first with the merchant to resolve the charge in my card, then I disputed the charge by my credit card company. My credit card company initially charged back ( XX/XX/21 ), and remained to resolve, " investigate '' and ask later for documentation. On XX/XX/21, my credit card company charged me back for the {$1200.00} without notifying me, and first on XX/XX/21, I realized they had charged me back the amount. I called them the same day at XXXX XXXX. I was asked to upload documents to their secure portal supporting my dispute, and they would decide on it. I uploaded six documents as requested/ required, and I saved the upload receipt showing list of the documents I uploaded, including date and time. Until XX/XX/21 I did not hear anything back from my credit card company, and again no any notifications. I called them same day at XXXX XXXX XXXX, and I was dragged left and right with non-sense for XXXX minutes and XXXX seconds. The first agent on the line allegdly could not see any documents I had uploaded. I got upset. The situation was escalated to supervisor, and supervisor ultimately " found '' my uploaded documents, like in a mockery act, however, the supervisor allegedly read the 60-days-money-back guarantee, which I highlighted under # 7 Refunds in the terms of use document I had previously uploaded to their portal under my case number, and the supervisor going back to me after a long hold " accused '' me of " signing '' it. I actually selected the box for Terms and Condition in the purchase checkout, and I opened the link, but did not go further down to the # 7Refunds, where the 60-days-money-back guarantee was hidden between paragraphs. The supervisor concluded I was at fault and closed my dispute case, practically denying me any rights of review. Though, they are eager to cash the added interest to the disputed charge, if I do not pay my card balance in full by the due date by XX/XX/21. I am now out of {$1200.00} by a XXXX XXXX XXXX scam, being charged interest on top of this scam by my credit card company, and I might need legal assistance to resolve the whole mess, because I am at barely minimum, on the verge of a financial collapse, and sick with it all. Please, help. Thank you.

Company response to consumer: Closed with explanation