Consumer complaint received 2022-11-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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:
XXXX Complaint against Capital One Credit Cards Dispute Department I went on vacation XX/XX/XXXX to XXXX, 2022 with XXXX of my friends to XXXX XXXX XXXX, XXXX. I had to file disputes for XXXX charges incurred in XXXX ( an all-inclusive hotel resort XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I filed a separate report with you on that ). 
Plus the below dispute for a jewelry store called XXXX XXXX in downtown XXXX XXXX XXXX, XXXX ). 

We only left the all-inclusive resort XXXX time for downtown XXXX XXXX XXXX with a known driver that the hotel had arranged. During those fee hours we visited a jewelry store to purchase something to remember this trip by. We paid the amount of {$690.00} ( = XXXX pesos, receipt is available upon request ) for XXXX rings on XXXX, that were sold to us as genuine XXXX XXXX with color-changing stones with my Capital One credit card. 
It was shocking to see the bright silver metal on the rings deteriorating to a dingy dark silver XXXX with a copper XXXX showing at the edges during our stay already ( pictures can be provided ). We had no chance to go back to the store, but contacted my Capital One credit card company right away and notified them of the problem with the false claim of the rings being Sterling Silver.

I filed a written reports, supporting documents as requested by Capital Ones Dispute Department were uploaded via secure link they sent to me. A letter arrived soon after our return to the US, saying the dispute had been filed and they had sufficient documentation for now. If more was needed, I would be informed. Multiple times when I called for an update over the next months, a woman with a heavy XXXX accent answered my call ( she was very difficult to understand ). During each call I was put on hold several times, so the person could research the case. But they never seemed to have the full info, asking again for documents I had long already submitted previously. They seemed to ask for XXXX piece of information each time I called, then the next time for another piece, dragging out the matter. They also gave me dates for when the merchant should be responding buy, but those dates seemed to change every time. 
The poorly written form letters in between the calls I made to them made little sense pertaining to my case. At XXXX point the XXXX woman told my case had already been resolved in my favor and the {$690.00} amount had been credited on my account. A letter confirming this did not arrive though. When I called a few weeks later, I was informed that the jewelry case was not actually concluded. No further info was provided to me why their story changed again. 

Then they wanted me to take the rings to a local jeweler in my area for a XXXX opinion on letterhead. I did that and the jeweler stated in writing, that the rings were cheap costume jewelry, and he wrote on jewelry stationary that the rings were copper plated. ( I uploaded that document to Capital One Dispute Dept via another secure link they sent me ). 
The jewelry store at some point finally responded to the quality dispute notification, but their response was a complete non-answer. It stated that 'the merchandise sold was in good condition at the time of sale ' ( a completely useless statement, as naturally no one would buy a Sterling Silver ring, where tarnished copper shows already ). So the issue and their answer to it had nothing to do with each other. To Capital One 's Dispute Department that however was a reason to rule this case in the vendors favor. I told the XXXX woman this is not acceptable and explained that the merchant did not even address the problem reported. Then they seemed to agree with me. 
During my last phone call with them end of XXXX I asked for a supervisor again. I spoke with XXXX ( his name is available ). I told him I was displeased with the ongoing negative effect this ( and my other claim due to a charge in XXXX ) had on my credit score. I also told him that I was frustrated how long this had already been going on ( 5 months ), too long for not having made any progress in finding a resolution. I mentioned the false statement his office made to me during that time, that this case had already been closed in my favor, the credit card account credited for the {$690.00}. The it wasnt the case after all a few weeks later. 
I finally did also inform him that I read on the news that the US Government CFPB was investigating Capital One for their Dispute handling practices, a fact that was confirmed to me by CFPB in a phone call. 
He transferred me to his boss a minute later ( his name and employee number is available ). He put me on hold, then came back and told me that the XXXX jewelry store case had just been closed, the ruling was in the vendors favor, and that closed cases can not be re-opened. 
( He then also informed me that my other pending case with them had already been closed as of XX/XX/XXXX, it too was ruled in vendors favor. No comment again - was offered to the multiple phone calls, uploads I had with his office staff way beyond XX/XX/XXXX about this matter. 
I was in shock and disbelieve about what had just happened. 

My other friend filed a Dispute with her credit card company as well for same reason. The dispute was concluded in her favor and her account was credited for the amount of the purchase at this jewelry store. 

In my case nothing at all had been accomplished by the Capital One Dispute Department during all those months. And now Interest charges on the disputes are accumulating significant interest charges on my credit card. 

I will be glad to sully any backup information/ records you might need. 
I tried to find this jewelry store online, was unable to find their name, can not contact them myself. I am also very happy to return the ring to them but can not see an online listing/ address for them.

Company response to consumer: Closed with explanation