Capital One
Dispute closed as time expired after repeated form requests

Back in September, a charge appeared on my Capital One credit card statement dated 9/19/07 which I felt it necessary to dispute. I immediately sent off my dispute letter dated 9/29/07 (yes, it takes ten days to receive my statements in the mail). They then wrote requesting further information, which I provided to them in a letter dated 11/1/07. I then received yet another letter and a form to fill out dated 12/17/07 (which I received on 12/24/07), and in the letter, they indicated that the form, sales or purchase agreement, etc., had to be returned by 12/24/07!!! I stayed home from my family's Christmas Eve festivities in order to gather my information together to get to them on 12/26/07, as obviously they would be closed on Christmas Day.

Some time passed and I never heard from them so I called their customer service department to inquire as to the status of the disputed charge. They informed me that they never received the information I sent them on 12/26/07. I immediately sent in the information once again on 1/30/08. I again contacted them regarding the status and they indicated that nothing further had been done as there were answers to some questions marked N/A. I proceeded to explain that they did not apply to my situation to which they responded that there needs to be an answer in order to present it to the merchant. I responded that if that's the case, they need to so indicate on their form. So, they sent me new forms to fill out, which I did on 3/12/08, and I answered every question whether it applied to my disputed charge or not. On April 10, I received yet another letter from Capital One stating the following:

Thanks for contacting us about a disputed charge on your Capital One account. Unfortunately, at this time, we consider your case closed. Here's what happened: Due to current operating regulations, we have a limited amount of time to reverse a charge back to a merchant's bank. Unfortunately, that time frame has expired. In the future to preserve your dispute rights, please notify our office in writing within 60 days of the statement closing date reflecting the disputed charge. You'll need to contact the merchant and work directly with them on this matter. We apologize for any inconvenience this may have caused you. I then telephoned their customer service department immediately upon receipt of this letter and got nothing but an argument despite the fact that I pointed out to him in no uncertain terms that I complied completely with all of their requests and there was absolutely nothing more that I could have done on my part and that the fault lies with them that the time expired. I told the man I spoke to that if this is the way they choose to handle customer disputes, then they certainly deserve to be exposed to the fullest extent and that I would be posting my experience on the Internet.

Company: Capital One
Country: USA
State: Utah
City: Salt Lake City
Address: P.O. Box 30285, Salt Lake City
Phone: 8008878643

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