Consumer complaint received 2025-08-23 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: DE

Complaint narrative:
On XX/XX/year> I purchased a lens, filter and adapter from XXXX XXXX in XXXX XXXX CA. When I returned to my hotel that evening and attempted to put the filter on my camera, it did not fit. Further examination of the product and box, I noticed that the numbers did note match. I figured that the merchant somehow switched the products he placed in the box. 

On the morning of XX/XX/year>, I called the store 5 times and no one answered. There was a message that stated that the wireless caller is not available, etc. I then called Capital One, my credit card provider and reported the above issue. I was told that they would contact the merchant and get back to me. In the meantime they would place the charge on hold. Since I was getting on a cruise, I told them that I would call them back from the first port. On XX/XX/year>, I again called Capital One who informed me that they were also unsuccessful in contacting XXXX XXXX. They would try with a letter and get back to me. 

I did not hear anything and recently realized that the charge of {$440.00} was back on my card. When I was checking my email that day, I also noticed that Capital One emailed me a response on XX/XX/year>. I was shocked to see this email as I check it often and did not notice this particular email from Capital One until XX/XX/year>. ( I never received a regular letter from Capital One ). 

I contacted Capital One immediately and initially was told that I missed the deadline to further pursue my fraud complaint. When I explained my reasons for not noticing Capital One 's response and the lengths I have gone through to receive a refund, I was told to file on-line to reopen the case. I painstakingly did that just to receive an email response that I did not meet Capital One 's timeline. I then called again on XX/XX/year> and asked for a supervisor. A person by the name of XXXX gave me a different phone number to XXXXXXXX XXXX and asked me to attempt to resolve this issue myself. and If I was unsuccessful to please call back and they would reopen the case. 

I did as instructed and called XXXXXXXX XXXX three times at this new number, just to get the same automated response that this wireless caller is not available etc. 
As instructed by XXXX, I then called Capital One again and began speaking to a different supervisor named XXXX. From the beginning, this supervisor behaved in a belligerent manner and told me that XXXX was wrong. He first told me that I was too late in reopening this claim. When I challenged the timeline ( the merchant has approximate 2 months to respond, while the consumer has a much shorter time ), using higher level language he called me a liar and stated that even if the timeline would be waved, he did not believe my claim. He also read notes from XXXX and others and no one wrote that they agreed to reopen the case I'm very frustrated as I'm an older retired gentlemen who is losing {$440.00} which Is lots of money to me. 

Please help. 

I want to stress that I've attempted to resolve my difficulties with XXXX XXXX however I've been unable to reach them by phone and they do not have an email. My only hope is that Capital One would believe me. I've been a long time customer with this financial institution and am shocked they way I'm being treated.

Company response to consumer: Closed with monetary relief