Consumer complaint received 2024-09-25
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION (NY)

Capital One is not allowing me to file a dispute on a charge involving my credit card correctly. 

Here is a background before I present the current situation. On XX/XX/XXXX, I filed a dispute for an unrelated charge and the customer service agent on the phone at the time told me to file it as fraud. I did so, and I lost the dispute because it was not filed under the correct reason code. I refiled the dispute under a different reason code on XX/XX/XXXX, and won that dispute. At that time, I was able to file a second dispute on the same charge under a different reason code with no problem whatsoever. 

I'm now presenting the current issue. On XX/XX/XXXX, I called Capital One at XXXX to dispute my charge of {$4100.00} with XXXX ( whether partial or full ). I explained why I would like to dispute the charge and my current situation to the customer service agent. The customer service agent suggested that I file a dispute for the full amount, so I believed that would be the best chance I had at winning the dispute, so I went ahead with it. If it had been explained to me that I can't file a second dispute after losing, or if I can't change the reason code on an ongoing dispute, I would have not done this, and I would have gone ahead with a partial dispute. I didn't pick the reason code myself when I did the dispute ; the customer service agent did on the phone and didnt explain his reasoning to me. I would have picked a different reason code and done things differently if I was able to file the dispute online myself, but instead they do it via phone. 

XX/XX/XXXX : The merchant XXXX provided documentation and Capital One sent me a request for my own documentation. 
XX/XX/XXXX : I called Capital One XXXX and they told me that the only documentation that was needed was an invoice. I submitted it. 
XX/XX/XXXX : I was sent a letter stating that my documentation was insufficient. I called Capital One at XXXX and they told me to resend my documentation in a single document. 
XX/XX/XXXX : I was sent a letter stating that my documentation was insufficient. 
XX/XX/XXXX : I called XXXX and the customer service agent was very helpful, going out of his way to arrange a three-way call between me and the merchant. The merchant told me that I would receive a call back from a supervisor in 24 hours and never did. The agent told me my best chance at winning the dispute was to file another one, this time for a partial dispute, under a different reason code, because after losing a dispute in one reason code you're not allowed to file another one under the same reason code ( this is ok with me and it is all I want to do ). 
XX/XX/XXXX : I called XXXX and they told me to resubmit my full documentation. 
XX/XX/XXXX, XXXX XXXX  EST : I was sent a letter stating that my documentation was insufficient. 
XX/XX/XXXX, XXXX XXXX  EST : I made a phone call to Capital One, XXXX, where ( I believe the agent 's name was XXXX, but I am not completely certain ) they told me to submit a letter asking to change my reason code and switch to a partial refund. I did so. 
XX/XX/XXXX, XXXX XXXX  EST : I was sent a letter stating that my documentation was insufficient. 
XX/XX/XXXX, XXXX XXXX  EST : I made a phone call to Capital One at XXXX and I spoke to an agent whose name I believe was XXXX. For the first time, she told me that I would not be allowed to file a second dispute, even under a different reason code. I was never told this until today. When I asked why, given that I already did so in XXXX, she told me that it was because rules change all the time. I asked why every agent I spoke to until today said otherwise. I asked to speak to her manager, who identified herself as XXXX. She told me that I would not be allowed to file a second dispute, even under a different reason code. When I asked why, she told me that it was because rules change ( same as the previous one ). I asked why every agent I spoke to until today said otherwise. She told me she had to read my documentation, put me on hold, and never answered my question. She told me that the issue was going to be looked into further, but that it was unlikely Capital One would go ahead with helping me change the reason code or file a second dispute. I was told by both XXXX and XXXX that I would be unable to file a second dispute after losing the current one.