Consumer complaint received 2025-01-11 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
I originally filed a dispute in XXXX with XXXX XXXX  because I paid him {$300.00} for parts to fix my fridge, and he ghosted me. Never brought the part, wouldnt answer my texts or calls, and I had food in my fridge going bad. So I explained all of this to Capital One and they gave me a provisionally credit for the {$300.00} charge. I forgot all about it. XXXX months later I get an email that my dispute was DENIED and theyll be pulling the money from my account. 

I reopened a dispute ( Re : # XXXX ) because there is no way that this merchant can prove he provided me with services because he didn't. I never saw the man again after he took my money in XXXX! Ive been under the impression that the bank protects people from getting ripped off, as long as I attempt to resolve it with the merchant first, which I did multiple times. 

After speaking with their representatives on the phone I was told that the money was going to come out on XXXX regardless due to the response from the merchant. Well I contacted that merchant directly and he responded to me. I spoke with him personally on the phone - XXXX  - ( XXXX ) XXXX - and he told me that the money ( {$300.00} ) has already been taken from him and he DID NOT contest the charge back. He confirmed it in a text and I sent all the print screens to the bank.along with the receipt where WE bought the part, which cost {$25.00} on XXXX and my husband installed it. 

I contacted them again to confirm that they were not going to take that money because someone made a mistake.I have been unemployed since XXXX and I can not afford this XXXX! ( Sorry ) I was finally assured by a XXXX that they received what I sent and she was going to escalate the issue and email the XXXX Department directly, and she read the email to me that she sent that explained the money should not be taken from me because I provided all the necessary proof and the merchant did not contest the chargeback. I was relieved. Until the money was taken from my account on XXXX leaving me with a XXXX balance! 

Being unemployed and no money coming in, and having my account in the negative is quite problematic when I have an interview in XXXX Monday. 

I was back in the phone again, trying to resolve the issue. I spoke with Supervisors who told me they was no one else I could speak with, and they couldnt help me. I would have to wait the XXXX days for the claim to be reopened and investigated. They ask me to send them documentation and they would in turn send an email to the Diaoute Dept to escalate the issue WHICH I TOLD THEM was done 2 days ago!!! Its as if they cant see any communications in the history. 

I could continue to go on about how they completely lacked empathy and didnt seem to care about my situation XXXX iota, but quite frankly I am just sick to my stomach over dealing with all of this because I had finally decided to handle it myself to find a way to get money to cover gas over the weekend and just let the process take its course.

Then lo and behold, I get another email from the bank that tells me that stand by their determinations.

WHHAAAAHTT???

How can that be possible? I told the story, I sent the print screens along with the phone number for XXXX XXXX to call so he can confirm he wasnt contesting the chargeback I never got the parts or the services!!!!! 

The very most worse part is that Capital One doesnt care!!! Not a person at Capital One, but collectively as a company. There is no way to speak to anyone with any authority to resolve the situation. And get this, the letter telling me that they were not going to give me my money back said if I had any questions about the decision to call ( number ) to discuss it. 

But when I call that number, I end up right back at the Customer Service Call Center that hosed this from the start!!!!

I am beyond my wits end. I am not throwing myself off a building because I know that XXXX will handle them. 

In the meantime, I sure would like someone to look at this because if you ask me, its fraud. Its not MY FRAUD, but the merchant or the bank is defrauding me!!! 

Being unemployed is stressful enough. And having a fridge breakdown, unemployment payments stop all very stressful. Going through this and having to interview tied in knots is not ok. 

This level of incompetence is not OK. 

XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief