Consumer complaint received 2025-05-27 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: NY

Complaint narrative:
We had the capital one account for 20 years. We've never been delinquent and paid our bill in full for the majority of time that we had the account. 
I recently use the card to pay an attorney to comprise files for me regarding a civil matter. 
Upon completion of the matter, I requested my files from the attorney. 
The attorney refused to give me my product. Not just because the product was required in order for me to proceed further with the matter, it was mine because I paid in full for it. 
When the attorney refused to provide me with my merchandise, I filed a dispute with capital one. 
The merchant responded to the dispute by providing capital one with an invoice, that invoice alleged that the attorney did such and such on such and such date. 
That invoice would be sufficient to determine that documents and files were created to provide to the court. Not to mention the documents and files that were provided to the attorney from the court and the respondent. 
Therefore, we have three sure streams of documents, my attorney, the respondent 's attorney, and the courts correspondence. 
Each stream of documents belong to me because I paid for those, however the attorney, in his e-mail that I presented to capital one clearly states that he's not releasing my files to me, the files belonged to him, and if I attempt to retrieve my files, he will have me arrested. 
In contrast to the attorney allegations that he performed such and such work, the fact is that work can not be validated without the documents to substantiate the attorneys allegations. However, the attorney absolutely refuses to release my merchandise, the files, to me. 
Capital one claimed that in order for me to prevail and my dispute I need to provide them with a list of items. 
Other than the receipt from the attorney I provided them with everything on the list. The attorney never provided me at a retainer, which I believe is the receipt that capital one is requesting. I asked capital one if they could use the invoices that the attorney alleges delineates the work he did and capital one said 'no ', I need a retainer/receipt. 
Conversely, if that's so the case should the attorney also provide a receipt to capital one? Or, shouldn't the attorney at least provide a retainer to capital one to substantiate the charges? 
Capital one is speaking in riddles, and I have recorded several of our conversations where capital one rep was either rude and disrespectful towards me, or directed me to communicate with the attorney to get the receipt ( the same attorney that threatened to have me arrested if I communicate with them ). 
I would hate to lose a XXXX account that I've had in good standing for as many years, however I can not reasonably pay for products/services that I have not received. 
I repeatedly informed capital one that I require the file documents in order to effectively present my case and proceed in court on XX/XX/year>. 
My deadline however was XX/XX/year>. In the fracas and confusion of going back and forth with capital one in an attempt to dispute the charges and urge the attorney to release my files I screwed up the date for court and I missed my filing with the court by four days.

Furthermore, my filing with the court is tremendously compromised because I'm shooting my arguments in the dark, without substantiating those arguments whose basis are contained within the files that the attorney refuses to release to me, although he was paid in full XXXX months ago. 
My last conversation with capital one occurred on XX/XX/year>, I spoke to XXXX and she had me on hold several times, while she discussed with the back-office my case, one time I was on hold for not less than XXXX min. when XXXX return, she pointed out that the attorney 's calculation of time superseded my argument and documents that I provided that contradict the attorneys calculations. 
I pointed out to XXXX where the attorney padded his time on numerous occasions, and that if the attorney felt that I did something wrong in the way of paying he should take me to civil court to recoup what he claims and that capital one ought not, in the face of my overwhelming evidence, blindly take the side of an individual ( attorney ), that clearly states in his e-mails that he is not releasing my merchandise to me ( my documents and files ).

Company response to consumer: Closed with explanation