Consumer complaint received 2015-07-23
Product: Credit card — 
Issue: Transaction issue — 
Company: CAPITAL ONE FINANCIAL CORPORATION (CA)

My name is XXXX XXXX, and I am a Capital One XXXX holder. This complaint relates to the dispute resolution process at Cap One, which they claim is regulated by XXXX, yet neither entity is able to provide me a copy of the said offending regulation. 
About a week ago, I initiated a claim to dispute a transaction that was charged in error by the merchant XXXX XXXX. Per usual Cap One issued an immediate credit for the transaction and I guess notified the merchant as dictated by their policies. In a span of a week, on XXXX XXXX, 2015, I received an email from Cap One notifying me of an important document available online for me to review. The said document was a correspondence from Cap One informing me that the merchant had apparently responded by sending them some sort of paperwork which I have n't even seen yet, leave alone be able to send in my response. Cap one further noted that they would be reversing the earlier credit they had posted to my account that would be reflected on my statement of XXXX XXXX. I figured that I 'd have at least till then to rebut the merchant 's claim as soon as the hard copy of whatever they had submitted reached me. Guess what? I was dreaming! The charge had appeared online the very next day which is today, XXXX XXXX. 
Obviously I called to challenge Cap One 's decision to charge back my account. Now, mind you, I have dealt with disputes and claims process with my bank, XXXX XXXX XXXX, before and even they, as attached as they can get to their research outcome into consumer disputes, are not quite as hard-nosed in handling claims as much as Cap One has been in my experience. In the twenty minutes I was on the phone with them, they told me that they were bound by a regulation from XXXX that mandated that they re-charge my account the instant the merchant named in the claim responds back. They seemed to be indicating that even though I had n't received any copies of the paperwork returned by the merchant yet, even though they were still in the process of reviewing my claim, and even though I had until XXXX XXXX to send in my response once I received those documents, they were obligated to reverse the credit issued barely a week ago and charge me account again. I demanded for a copy of the said regulation they purportedly were bound by in their relationship with XXXX. They could provide me none!! Instead, they gave me a toll-free number for XXXX and instructed to take up the issue with them. Hmpht! Seeing as I am on long-term XXXX, I was n't quite relishing having another testy exchange with another difficult corporate monster. And my reservation proved to be accurate. 
Next, I called XXXX at the number Cap One had provided me, XXXX. I had the misfortune of getting a representative by the name of " XXXX XXXX ( I particularly made sure to get this identification before I hung up with her ). In the call which lasted fifteen minutes, she had my head spinning by giving me the worst run-around. I got the feeling that she was perhaps sneering at me with an audience present, and that what she was basically trying to accomplish was stall me so she could get schooled by a supervisor, or manger maybe. Her tone, and a barely audible sound of laughter in the background is what gave me that feeling. All she kept reiterating was that Cap One could not provide me with a copy of such information because that was part of an agreement between them and XXXX, nor would she send me a copy. Her tone did register an element of surprise when I informed her that Cap One 's review was ongoing, and I had n't even had a chance to respond to the merchant 's claims. As my frustration and exasperation began mounting, I then asked her which particular government entity regulated them. She started to school me on which classification her company fell under, how they were not