Complaint / review text:
I made an online purchase of a TV for $1300.00 and what had arrived was a $1.50 Pinky Ring. Yes, a pinky ring! I attempted to contact the merchant but they would not respond so I filed a fraudulent complaint with Capital One.
Capital One sent me some documentation to fill out and send back that described the transaction. I sent this documentation via registered mail with the USPS and received a signature of receipt from Capital One.
Capital One credited my account and made contact with the merchant who supplied a tracking number showing that I had received the TV and thus again sent me some paperwork to fill out. I again filled it out and sent it back to Capital One registered and again received a signature receipt.
After 3 weeks I received a letter from Capital One stating that they were going to put the charges back on my card because I had not sent in the paperwork. So I called Capital One and informed them that I did and had a signed receipt of such. So the Capital One representative again sent me some paperwork and stated that this would be processed because of my signed receipt and that something must have happened to it after it was delivered.
So once again, I mailed in the paperwork to the address indicated on the letters received from Capital One and again sent it registered for signature. After another 3 weeks I called Capital One to inquire why the charge was still on my card. They again said they had not received the paperwork. I was pretty upset at this point and they again asked me to resend. So I made copies of what was previously sent and also took pictures of the Pinky Ring and the envelope with the Tracking Number from the merchant so as to show what was received and how it was packaged when received. The envelope was approx. 6x4 inches and physically impossible to hold a 73" TV.
Again, Capital One sent a letter stating they were closing the case. So again I made another call - only this time to find out that Capital One had transferred this case from the Fraud Department to the Dispute Department way back when the merchant was contacted - BUT they never told me in any of their written or verbal communications. And ALL of their written communitations had the same return address as that of which I was sending.
So at this point, Capital One told me that I must send it to their Dispute Department. I asked them why they did not transfer all correspondense when they transferred the case and they stated that they don't have an internal transfer. (yet they transferred their case internally) I also explained that I had spent over $100.00 in registered mailings and expected them to reimburse this or at minimum pay for the next mailing since it was their mistake. They refused and I told Capital One that I would not send the paperwork again unless they did pay for it and that if they did not remove the cost of the TV that I would stop making payments on my credit card. They stated that this would just mess up my credit.
I continued to use my credit card and called them 2 more times to try and resolve this issue. When I saw that they did not remove it on subsequent bills I stopped making payments with a balance of just under $5,000.00. I figured if they were going to hold me hostage for $1,300.00 then I was just as fair holding them for $5,000.00 especially since I was not the one who violated our contract.
Capital One and the collection agencies that they have assigned to have contacted repeatedly and I had always maintained that once Capital One fixed their mistake, repaired my credit, and sent a letter of such to me and those who have run my credit report that I would pay the balance that I owed at the time that I quit stopped payments. That I would not pay the interest on the $1,300.00 nor would I pay interest on the balance from the date that I canceled the card.
I then made contact with the 3 major credit reporting agencies to dispute the negative reported by Capital One but to find that I am only allow 100 words to explain. This is in no way possible and the people requesting credit information don't even care. They see a score and that is all they care about. They don't even ask me to explain in person or mail a copy of all of the documentation which I still have to this day.