Consumer complaint received 2023-02-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MN
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Placed an order with merchant XXXX XXXX online XX/XX/XXXX. Order number XXXX. 

The order consisted of two items : 1. XXXX XXXX XXXX, XXXX XXXX # XXXXXXXX qty. XXXX ( {$490.00} ) 2. XXXXXXXX XXXX XXXX, XXXX, # XXXX, qty. XXXX ( {$640.00} ) Merchandise total : {$1400.00} I returned both items to the merchant in XXXX of XXXX. 

I contacted Capital One in XXXX ( XXXX ) to explain that I had returned the merchandise in XXXX ( XXXX ) and should not be billed. The balance was removed from my account, however I was charged a {$29.00} late fee. I paid the late fee in an effort to mitigate the error and prevent it from impacting my credit. Details of the return and transaction numbers are provided. 

Item # XXXX ( XXXX XXXX XXXX  ) Returned to XXXX XXXX, located at the Shops at XXXX XXXX, XXXX XXXX XXXX, XXXX, MN XXXX on XX/XX/XXXX. 
Transaction # XXXX. 
A credit of {$600.00} was provided ( in store by the clerk ) with a receipt indicating a credit to my XXXX XXXX Capital One credit card ( # XXXX ). 

Item # XXXX ( XXXX XXXX XXXX  ) Per XXXX XXXX furniture must be returned via the contracted logistics carrier, XXXX ( phone number XXXX ). The desk was picked up from my home address by XXXX on XX/XX/XXXX, at XXXXXXXX XXXX XXXX shipped the desk to XXXX XXXX ( as a return ) on XX/XX/XXXX. 

Contacted XXXX on XX/XX/XXXX, to confirm return. The carrier confirmed they had picked up the desk from my home on XX/XX/XXXX. XXXX also confirmed that the desk had been shipped back to XXXX XXXX ( from XXXX ) on XX/XX/XXXX. 

Received letter from Capital One dated XX/XX/XXXX that I owe an outstanding balance of {$1400.00} ( case number XXXX ) as a result of not returning the merchandise. 

Contacted the merchant ( XXXX XXXX ) on XX/XX/XXXX, regarding letter received from Capital One indicating I owed {$1400.00} for merchandise that had not been returned. The XXXX XXXX agent confirmed that the XXXX XXXX XXXX  ( item # XXXX ) had been returned and credited ( on XX/XX/XXXX, transaction # XXXX ). Stated it was weird that Capital One was trying to charge me for the chair now almost XXXX months since it had been returned. 

The XXXX XXXX agent also confirmed that the desk ( item # XXXX ) had been returned, however the paperwork on their end ( merchant ) had not been completed as the desk was in transit from the logistics carrier. The agent completed processing the return and provided the return transaction # XXXX. 

I have contacted Capital One on numerous occasions ( since XX/XX/XXXX ) regarding this issue and am appalled with the lack of customer service and blatant inability to rectify this error. My credit has been negatively impacted by the failure of Capital One to resolve and I have paid a late fee of {$29.00}. I have filed disputes with the credit agencies to amend my credit report and am reporting to the Consumer Financial Protection Bureau in an effort to prevent this from occurring to others in the future.

Company response to consumer: Closed with monetary relief