Consumer complaint received 2024-01-05 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: TN

Complaint narrative:
On XX/XX/2023, I was charged XXXX XXXX XXXX XXXX. I experienced a multitude of issues with the services provided by this company and attempted for weeks to resolve the matter with the merchant. 

On XX/XX/2023, I contacted Capital One by phone to inquire about the ramifications of accepting a partial reimbursement of the {$1000.00} in overcharges I was due back from XXXX XXXX I was assured that accepting the partial reimbursement of {$320.00} the company was offering would not preclude me from disputing the remaining amount with Capital One. 

On XX/XX/2023, after the merchant refused to take responsibility for a vastly inaccurate estimate they admitted to having provided through not fault of mine, and after accepting their partial reimbursement of {$320.00}, I filed a dispute with Capital One for the remaining {$690.00} I was owed. 

On XX/XX/2023, I was notified by Capital One that the merchant had responded to my complaint and that the temporary credit for {$690.00} had been removed from my account. I was offered the opportunity to provide documentation supporting my claim and promptly did so, to the tune of XXXX pages. 

On XX/XX/2023, I was notified by Capital One that, despite my having provided all documentation the bank requested, my response was incomplete and that, as such, the dispute had been closed in the merchant 's favor. 

On XX/XX/2023, I contacted Capital One by phone and spoke with XXXX different representatives. I don't have the name of the first representative with whom I spoke that day, but the second representative advised that her name was XXXX. Both representatives gave multiple conflicting reasons as to why Capital One could not assist me with the dispute. Each time I pointed out in the documentation I had previously provided where I had given a piece of information they claimed it lacked, they came up with another, new reason why Capital One could not assist me. At one point XXXX claimed that, because the merchant 's invoice I provided did not have an invoice number on it, Capital One could not assist me. When I pointed out, referencing my own copy of the documentation I had sent Capital One, exactly where the invoice number was, XXXX then claimed that because the invoice did not have the word " invoice '' on it, Capital One could not help me. She later insisted that a receipt is provided before services are rendered, not after, which is clearly inaccurate. 

Based on my phone conversations with Capital One representatives on XX/XX/2023, I strongly believe that the XXXX pages of documentation I painstakingly compiled and provided to Capital One in support of my dispute either were not read or were not understood. I believe that language and/or cultural barriers likely prevented the dispute resolution team from properly and thoroughly reviewing my documentation and making the appropriate decision with regard to the outcome of the dispute. As such, on XX/XX/2023, I emailed Capital One CEO XXXX XXXX requesting that a dispute resolution specialist in the United States review the case thoroughly, including the XXXX pages of documentation I had provided. 

On XX/XX/2023, I received a mostly unintelligible voicemail from XXXX with Capital One 's XXXX office requesting a call back regarding the dispute. She provided a toll-free number that was different than the one on the back of my credit card. When I returned the call approximately 30 minutes after receiving XXXX 's voicemail, I reached a representative who had no knowledge of my dispute and no idea why or about what I was calling. She placed me on hold then returned to the line approximately XXXX minutes later saying that she had reached XXXX and was asked to inform me that Capital One 's previous decision regarding my dispute remained final. I was refused the option to speak with XXXX or anyone else regarding the matter further.

Company response to consumer: Closed with explanation