Consumer complaint received 2016-04-14 00:00:00
Product: Credit card — 
Issue: Customer service / Customer relations — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA

Complaint narrative:
A few months ago, I contacted Capital One VISA to dispute several charges from a company, XXXX XXXX or XXXX, who over a 10 month period charged me approx. {$2000.00}. It started from an internet 'trial ' offer of {$3.00} to try eye serum and {$4.00} 'trial ' offer for face cream. Once it arrived, I discovered the pump on the XXXX ( XXXX ) XXXX bottle was defective and required removing the lid and scooping the goo out with a finger. The face cream was greasy and did not absorb well. I decided to phone the company to discontinue the products only to find the number XXXX to be disconnected. From that point, I returned all future unopened deliveries and labeled " Cancelled '' on each one, assuming I would be credited. It was n't until months later when I noticed the various, suspicious product names on the XXXX statements that seemed to rotate each month. These product names were XXXX ', XXXX ', XXXX , XXXX '. I never ordered additional products other than the XXXX trial offers that totaled less than {$10.00}. The first person at Capital One VISA customer service I spoke to in attempting to rectify the problem was employee # XXXX. She listened politely to my dilema and explained that Capital One would send a dispute letter to the merchant while temporarily reversing all the charges. If the merchant did not respond, the credits would hold and If Capital One VISA believed these charges to be fraudulent, all charges would remain dismissed as well. The maximum credit period was normally 90-120 days but could cover the entire 10 month period if fraud was evident. At that moment, it felt great that justice would be done in hopes that potentially thousands of other trusting consumers would not be duped as I was. My optimism was short lived as I received a letter XXXX/XXXX/16 from Capital One stating they were reapplying all the charges and if I still wanted to dispute these charges, I was to contact the merchant directly. I then contacted XXXX XXXX, also doing business as XXXX ' and XXXX XXXX ', etc. and spoke to XXXX. 
She explained they would only give me a 30 day credit until I told her I would file a complaint with Consumer Protection. She placed me on hold then returned to offer a 90 day credit. When I asked her why the change, she replied it was due to my threat to report the company to the Consumer Protection Agency. ( Frankly, I was a little surprised she would admit it. ) She e-mailed me confirmation to that agreement but did not send it to Capital One. Therefore, I did not receive the credits. All in all, I have spent over 20 hours and have spoken to 17 Customer Service people ( on the phone ) with Capital One VISA attempting to correct this cluster. The customer service supervisors were the least helpful, especially XXXX and XXXX who shared the phrase " Capital One has done everything they can ''. Really?.... and I pay 17.9 % for protection? Hopefully, your agency can be of assistance. Thank you.

Company response to consumer: Closed with monetary relief