Consumer complaint received 2024-05-10 00:00:00
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
State: MA

Complaint narrative:
I wasn't treated fairly by Capital One as I initially provided a verbal statement late XX/XX/XXXX explaining the issue in depth and this call was recorded by Capital One initiating the claim. Capital One I found out via a phone call with XXXX on XX/XX/XXXX that there was an error for the reason of dispute code by the Capital One representative. I should've been given over 6 weeks which was the time lost between my initial complaint and the error code issue. In a letter dated XX/XX/XXXX from Capital One they stated " At that time we began an investigation into your dispute and requested information from you. '' This is not true as I mentioned I had a choice per their own letter to provide " any '' of the following in the below paragraph which I did provide per the letter to quote : " A description of how you tried to resolve the dispute with the merchant. '' This is unfair as they are I followed the exact wording to include on a XX/XX/XXXX letter " any '' of the following and I included a statement along with uploaded photos in addition to a In a letter dated XX/XX/XXXX a request via Capital One asked me to provide " any '' of the following which I did as I mentioned provided a statement via a document upload link. Despite providing a statement with photos uploaded to Capital One online as I'm quoting, " To support your dispute case, send us any of the following supporting documentation : A copy of your sales invoice or purchase agreement with the date and proof of cancellation/ return. 
The cancellation/return policy of the merchant, if available, and whether you were advised of the policy at the time of the sale. 
A description of how you tried to resolve the dispute with the merchant. 
A refund voucher or other documentation ( if you received any ) supporting your claim that a credit is due to your Capital One account. '' The key word is " any '' as I did provide a statement of how I tried to resolve the issue with the merchant. Despite the word " any '' and after repeated attempted to be treated fairly by their own words " any '' they insist that they required an invoice when all of the letters I received did not initially require the invoice, yet they used this as a reason for not following the FTC FCBA ( Fair Credit Billing Act ). I repeatedly tried to emphasize this with XXXX on XX/XX/XXXX and previously with other Capital One employees, yet they insist on the invoice which was never written as a required document. I had the choice to provide " any '' documents which I did provide a description of the dispute and my attempted resolution with the merchant. I don't believe Capital One followed FTC FCBA and denied me contradicting their own letters to me. In all the letters received subsequent to my providing " any '' of the requested statements which I provided in written and verbal form they never mentioned any additional requirements of an invoice which they used an excuse. I followed their requests diligently yet it's unfair when they change the rules and the written documents said I had a choice to provide a written/verbal statement and I also included photos for evidence of the mold in the hotel room creating an unhealthy environment. I repeatedly mentioned this to XXXX the Account Manager in Fraud and Disputes and she couldn't deny the word any and that I did provide a statement so that's why I'm not being treated fairly.

Company response to consumer: Closed with monetary relief