Consumer complaint received 2023-06-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NV
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I filed a dispute back in XX/XX/2023 against a company in XXXX XXXX, after they sent me a defective dangerous poorly manufactured armchair and they refused to refund me. 

I did everything CO asked of me and that wasn't good enough. 

XXXX XXXX : XXXX Twice now I've received generic letters telling me that I didn't give them the information they asked for & that's not true. 

Last week on XX/XX/XXXX I called up the number in the letter XXXX & I was told that I didn't provide proof that I tried to get a refund. 

I went to XXXX & provided screenshots of the conversation with the sales rep at the store who clearly says in XXXX that they don't issue refunds. There is no way to provide PROOF of a verbal conversation OBVIOUSLY. 

I wasted more of my time creating a letter. I uploaded the documents and today I get another one of these generic letters saying I didn't provide any of the information they asked for & they closed my case and they won't help me. 

This all goes against XXXX 's rules that I should be protected against companies who refuse to issue me a refund and they sell garbage products & steal my money. 

I spoke to XXXX different people today trying to get someone to help me & except for one person who hung up the phone on me, no one knew anything & just robotically said that I didn't provide proof that the item I tried to return was refused for a refund. 

And that was a manager XXXX who wouldn't help me. WOW. She repeated what the fraud department lied about saying I didn't provide proof. I already told her I did & she just ignored what I said as if I was lying. 

XXXX XXXX XXXX services for ccs ( CS ) - She put me on hold, then came back said she's still looking, & then at 27 mins I got hung up on. She was at least trying to help, but WHY didn't she put any notes in my account & why did she hang up on me??? 

My entire day ( and days ) have been consumed with me wasting my time with CO who refuses to protect their customers from scam companies who refuse to issue a refund. 

I asked for the office of the president & I got a number, but it just went back to regular customer service. 

No one can help, the person handling this case in fraud is obviously not well trained or just a mean person who sends out generic letters that are full of lies. 

No one will even tell me what I need to do to get this resolved. 

I am NOT paying for a translator ( I'm sure you have tons of people who speak XXXX at CO ) & I'm not paying huge money hiring a mover to try & return this chair & then having to pay them again to return it to my house. 

I wanted XXXX 's guy who came here a month or more ago to take it, but he said he couldn't, he could only document the damages & speak to the company. Of course I never heard from XXXX because they have no intentions of refunding me my money. 

Also, CO put the charge back on my card and because of the exchange rate, I was now charged MORE MONEY than I was originally charged. I want that money refunded to me. This is NOT fair to me, I've done everything asked of me. 

I have wasted days & hours of my life. Today alone I cant even eat because of this. All I do is waste my time on the phone with terrible customer service reps in all different departments. 

XXXX

Company response to consumer: Closed with explanation