Consumer complaint received 2015-08-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card
Issue: Credit card protection / Debt protection

Complaint:
Short Timeline of Events:1. Started the dispute process with Capital One Credit Card regarding a scam from a particular vendor " Food XXXX '' ( XXXX ) on XXXX XXXX, 2015. 
2. Both myself and Capital One made several ( XXXX ) attempts to reach out to the vendor directly with no response. 
3. Capital One advises to that they will start the dispute process requiring both parties to submit supporting documentation. 
4. " XXXX '' submits documentation including email correspondents ( which by law are considered liquidated damages and are seen unenforceable ) in addition to manifesting a fictitious timeline and contract. 
5. I XXXX submit supporting documents regarding the fictitious documents and furthermore show proof a business scam ( refer to the synopsis ). 
6. I XXXX made several attempts to contact the dispute department at Capital One to stay up to date throughout the dispute process. I left several voicemail 's with XXXX, XXXX and XXXX with no response nor updates. 
7. I received a letter in the mail from Capital One advising that they did not find the merchant in violation of operating guidelines. 
8. Called Capital One Escalations Department for clarification regarding the letter of determination. During that time I was told that the claim was not classified as fraudulent, scam nor was there any wrong doing on the merchants behalf. 

Synopsis : Both my wife and I sought out wedding coordination ( XXXX ) services for a destination wedding in Hawaii. On XXXX/XXXX/2015, XXXX processed a retainer fee from our Capital One Credit Card ending XXXX in the amount of XXXX that including a 3 % processing fee for day of coordination set for XXXX XXXX, 2015. On XXXX XXXX, 2015, my wife XXXX solidifies her travel plans to Hawaii and re- confirms her meeting with XXXX ( owner of XXXX ) to go over wedding logistics. XXXX XXXX, 2015, my wife XXXX leaves for Hawaii to meet with XXXX. Shortly my wife arrives in XXXX ; XXXX sends an email stating that she will be off island and her company is on vacation so neither her assistants nor XXXX employee is able to meet for the month. XXXX XXXX, 2015, we elect to terminate services. 

Concern with Capital One 's failure to protect me : Capital One is legally at fault for their aloof approach in protecting us the consumer and not following XXXX XXXX Liability Policy : " XXXX XXXX Liability* Policy is to guarantee that you wo n't be held responsible for unauthorized charges made with your account or account information. You 're protected if your XXXX credit or debit card is lost, stolen or fraudulently used, online or offline. " 1. XXXX submitted fictitious terms of agreement that was never disclosed2. They forged my wife 's signature on the contract to validate proof of agreement which is a XXXX degree felony. 
3. XXXX failed to meet with my wife in person, breaching any terms of agreement4. The service we paid for was never rendered5. In all attempts with Capital one ; not once was there success on contacting the vendor regarding the disputeCapital One 's failure to investigate and protect my consumer rights : " The Problem and request for Audit '' 1. Capital One stands by and supports vendors such as XXXX that create fictitious documents used in a manner to scam the consumer. 
2. Capital One stands by and supports vendors such as XXXX that use forgery to validate terms of a malicious scam. 
3. In summary, Capital One has not only failed to protect my consumer rights from a scam and fraudulent activity but has also ruled in favor to supersede XXXX XXXX Liability Policy and the Federal Law regarding Fraud. This is a crime!

Company response to consumer: Closed with explanation