Consumer complaint received 2021-08-18
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge 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:
I'm submitting my complaints against my credit card bank, Capital One. What started out as a simple transaction dispute ended up becoming something complex because of the bank 's internal error. 

When it comes to either debit card EFT resolution or credit card Reg Z dispute resolution, it is highly unusual to witness an instance in which the provisional credit amount is significantly different than the final solution amount. It can happen, but not often. 

In my case, the discrepancy in those two amounts occurred because of a billing error committed by Capital One, which made what should've been a simple error dispute investigation into something complex. What's really unfair about this is that I somehow ended up with the consequences. 

On XX/XX/2021, I purchased five ( 5 ) items from Walmart online for a final total of {$3600.00}. Only four ( 4 ) items were delivered, but not the fifth item, which also happened to be the most expensive - audiophile headphones that cost {$1900.00}. Of the four items that were delivered, I ended up returning three ( 3 ) back, the amount of which Walmart issued a refund for each of the three, totaling {$1300.00} ; I kept the fourth item, which cost me {$290.00}. 

So, what about that fifth item that costs {$1900.00}? Well, it was never delivered to me, thanks to the carelessness of the XXXX delivery man, who pretty much fessed up when I asked about the whereabouts of the said package that was marked delivered and required my direct signature due to the value of the item. He was in a hurry and decided to sign the package himself and left it unattended, which is now missing. 

I did my best to work things out with the seller until it decided to go silent and refused to respond to my concerns. So, I went to Capital One, which issued a provisional credit in the amount of dispute {$1900.00} on XX/XX/XXXX ( " the date of the dispute '' ) as required by law. I also provided written statements and supporting documents to prove my claim. 

But on XX/XX/2021, someone at Capital One decided to charge my account again in the amount of {$1300.00}, which happens to be the total for the three items that were returned and refunded without Capital Ones intervention ( and not the disputed amount ), sending my current balance beyond the credit limit. This was in addition to an error resolution notice, which was vague in its content, stating that Capital One will charge my account in the initial dispute amount of {$1900.00} because the vendor decided to credit my account in the amount of dispute. Yet, this alleged credited amount never shows up. 

Capital One erroneously inferred that {$1300.00} in credit from Walmart was being issued in response to my dispute, the amount of which is {$1900.00}. Am I the one suffering from XXXX? Because I'm fairly certain that {$1900.00} does not equal {$1300.00}. Furthermore, {$1300.00} was actually issued in three separate installments, each for items returned. And I returned those three and refunds were issued PRIOR to the date of the dispute. 

If you have kept up thus far, then this is the current state of my account : 1 ) Ordered five items, ended up returning three, kept one, and one missing or stolen. I believe the consumer protection law is clear on this - I'm not liable for the item or its value in its entirety since it was never delivered to me. 

2 ) For some odd reason, Capital One decided to rebill me for those items that I had already returned and considered my dispute resolved when it didn't even bother to investigate the correct dispute amount. 

I spoke to several Capital One representatives and two of the supervisors at the bank 's error dispute resolution center. Even the supervisors, who seemed to understand the error on the bank 's part and reversed the billing error, only to rebill my account again a couple of days later. This is infuriating and this sort of error should not occur at one of the nation 's largest banks, touting how technology-focused it is. Either the bank needs competent staff who understand basic arithmetic or better to fine-tune its tin can, so-called its central processing server! 

Capital One is now making me pay for its own mistake and I am stuck with paying for items that I already returned. I've been on the phone for hours explaining this whole thing in different ways. Capital One needs to provide better compliance training to its staff and possibly remedial math as a good measure.

Company response to consumer: Closed with monetary relief