Consumer complaint received 2020-06-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA
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 XXXX tickets were purchased to a sporting event in XXXX XXXX   through the seller XXXX. One week later I received a notice from XXXX explaining that the event was cancelled due to covid-19 and everyone would receive refund at point of sale. The seller XXXX XXXX had not cancelled the event in malice to change their user agreement to not include cash refunds for cancellation even though written proof exists that their XXXX XXXX states the customer has the choice of taking a 120 % credit that expires in 12 months or a cash refund, and specifically so in written email communication from them I received on XX/XX/XXXX. In writing, a cash refund was requested on XX/XX/XXXX to XXXX customer service chat line, then requested over the phone twice the same day when their returns team began their shift at XXXX am. When I contacted XXXX as mentioned, they still had no update on cancellation even though written proof was sent to the XX/XX/XXXX from XXXX and also from the venue, hence no refund since it wasnt cancelled. Keep in mind the state of XXXX XXXX is on lockdown during this time. XXXX shrugs their shoulders and doesnt do anything to resolve the issue with malice, to run the clock out on purpose as later email communication is sent on XX/XX/XXXX that events cancelled going forward would receive a credit. I then reach out to CapitalOne to dispute the charge and the a temporary removal of the charge takes place pending investigation. I am told verbally that no action is needed by the service representative. On XX/XX/XXXX a notice comes in from XXXX that the event was cancelled and according to their user agreement a claim for a cash refund would be processed in 2-3 weeks. Since I had already issued a dispute with my card company I let them sort everything out as the investigation is happening and the removal of the charge happens and CapitalOne tells me to stay as is. CapitalOne asks that I keep all documentation for 90 days in written letter dated XX/XX/XXXX and says no additional action is needed. Fast forward 1.5 months later on XX/XX/XXXX I notice a transaction rebill by CapitalOne. After calling them on XX/XX/XXXX I am informed capitalone finds the seller in favor due to XXXX issuing a worthless and unclaimable coupon for one, sporting events and social gatherings are outlawed in the US for an undefined amount of time, two, the coupon expires in 12 months and three, my XXXX account being locked out due to me issuing the dispute, all while me explicitly telling XXXX I wanted the cash refund back in early XXXX as noted in my documents. I am told on XX/XX/XXXX I am to receive a letter showing the case and I can supply supporting documents after receiving the letter on XX/XX/XXXX, giving me only a few short weeks. I call stubhub who and get ahold of a XXXX verbally confirms the issuance of a refund as mentioned in writing originally to me ( 2-3 weeks processing ) and gives me a confirmation number of XXXX. On XXXX I am XXXX  and due to receiving XXXX and being on painkillers I am unable to get out to certified mail documents to capitalone, and also to XXXX for a notice of dispute as per their user agreements. Today on XX/XX/XXXX the three weeks is up with no refund so I reach out to CapitalOne who by the way gave the merchant XXXX 90 days to suffice supporting documents and today tells me I missed the deadline by 3 days of XXXX to supply documents for my side. I explain the dilemma I went through with XXXX and being XXXX  and where XXXX locked my account out due to disputing the charge and threatening no refund if the charge stays and no way to get rid or redeem of the 120 % coupon either and CapitalOne simply gives me no options as the case is closed even though I have supporting documents of the merchant issuing a refund, but now not taking 3-4 weeks but up to 120 days at which point is past any way to arbitrate with CapitalOne or XXXX. Getting on the line with CapitalOne Customer Service and Disputes team and also StubHubs team again today yields no results having CapitalOne tell me to reach out the merchant and having the merchant XXXX customer service putting me on hold and hanging up after I explain my issue. The epitome of XXXX multi XXXX dollar companies working hand in hand expressly breaking Written and verbal contract and acting in the most unethical way Ive ever seen.

Company response to consumer: Closed with explanation