Consumer complaint received 2023-09-28
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
This is an official complaint against Capital One Financial. Involving an active dispute with a merchant regarding cancellation requests. 

I was advised by Capital One Financial on XX/XX/2023 to file an active dispute regarding a purchase to be made later that same day. I called Capital One inquiring on refund protection. The reason I called is because I had suspected that an issue may/could potentially arise from the merchant, regarding order cancellations. I was encouraged and then directed by the Capital One Financial representative to file an active dispute with them if a problem did occur with the purchase made later in the day. 

I made a purchase from the merchant Parts for repair on XXXX at XXXX XXXX. After completing the purchase order I was advised that the shipping location was located in XXXX even though the Web account and contact details provided a mailing address in the United States. It was agreed that I would purchase a replacement screen for my I phone and return the order made the month previous as a direct exchange. Because the return address was located in XXXX the company refused to cover shipping costs. And was requiring that I cover the full burden for shipping items back to their company in XXXX. I did not agree to this deal and requested an immediate refund of my purchase. 

I contacted the company directly at XXXX and at the phone number provided XXXX Immediately following the order, to request cancellation. No one was available to take my call, and my email was never answered. 

I sent an email that provided the following 'Please do not ship item Please cancel and/ or hold order. I have not agreed to purchase '. 

I then requested a return shipping label And emphasized the fact that XXXX have not agreed to ship the item back to XXXX XXXX. I requested to cancel the order placed. This information was sent to a XXXX XXXX at another email address XXXX This email was responded to and addressed however not until XXXX. I was provided the following 'We ask our shipping carrier to hold package, but it is on the way to XXXX XXXX XXXX not able to hold it now? '. I asked then to cancel the order and requested a full refund. I provided the following " I will require a refund for the purchase price. As I never agreed to fulfill the purchase. '' ( As the shipping location was located in XXXX and I did not agree to this ) I had contacted Capital One a day earlier and had then requested to dispute the transaction as unauthorized. I did so knowing I would be given refund protection. This was done on XXXX and XXXX. 

I received a letter from Capital One stating that a provisional credit was awarded and that decision was then reversed. Capital One based their decision on the following '-Confirmation showing no return policy was received '? 

Meaning I was provided the information that parts for repair does not accept returns? That information is not true, and does not relate to this case. I was provided the opportunity to return the item, and was given a return voucher. And was requested to return the item. Parts for repair requested and initiated the return/refund request with the stipulation that I do pay for all the shipping costs. 

I again did not agree to this. Capital One has no basis for denying the claim, based on -no return policy was received? 

Capital One then requested a signed letter including a statement which was sent then received. The letter requested a written deadline of XX/XX/2023 This is not possible due to the fact the letter was received and sent after the deadline after XX/XX/2023. ( Please refer to attachment circled sections : letter dated XX/XX/2023 ) I provided in the statement letter all the information requested including the name of merchant transaction amount and date with the case number. And was told that the letter was received after the deadline and the letter lacks all the information previously requested. Capital One then denied the claim. 

I will require an explanation as to why the letter from Capital One was sent and received after their prescribed deadline. And what specifically is Capital One requesting or better worded what was specifically missing in the written and signed statement letter. 

No information was provided other than the claim XXXX denied and -the deadline was not followed I did contact and request cancellation through several sources via direct contact and email. The law states that all XXXX sellers will provide refunds according to the Consumer Financial Protection Bureau the Law reads a consumer must provide a XXXX minute cancellation right under statute XXXX This was not followed by the merchant and/or Capital One. 

Capital One and the merchant Parts for repair are fully liable. And in this case I am owed the/a full refund. Capital One is responsible for purchase protection and is clearly negligent as is the merchant. The Law was not followed and I never did agree to the purchase requirements of shipping items back to XXXX. ( And being charged outstanding international shipping rates. Prices that are not reasonable ) I required 'refund protection ' from Capital One Financial XXXX Capital One was a total failure in every aspect and only sided with the merchant based on contact. And did not take into consideration the actuality and fact based information. -no return policy was received has no basis for a denied claim. 

I am owed the full refund.

Company response to consumer: Closed with monetary relief