Consumer complaint received 2020-12-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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:
XX/XX/2020 I made a purchase on XXXX to a company called XXXX on XX/XX/2020. On that date, I received an order detail sheet stating that I would be charged approximately {$130.00} but due to the exchange rate, the amount displayed may be more. It further stated that " XXXX '' will be displayed on your credit card statement instead of the website from which you purchased the mentioned above product. It's just used for sending bill statement by the seller 's payment processor as a tool. 
XX/XX/2020 I received an email from XXXX with my order number XXXX and the description of what I ordered, which was several XXXX sets. They stated my order was processing and to be patient. 
XX/XX/2020 I received the email with the tracking information The tracking No. is : XXXX XXXX XXXX Item arrived in my mailbox. The item was from XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX, XXXX XXXX XXXX The box was approx 6 '' x4 '' and the value was put at {$15.00} The item is a pair of FAKE XXXX Sunglasses - clearly not XXXX 's XX/XX/2020 I emailed XXXX stating that I received FAKE sunglasses and not the XXXX sets I ordered. I received no reply XX/XX/2020 I contacted Capital One and opened a dispute regarding the fraudulent charge and merchandise I received. 
XX/XX/2020 Capital One mailed out a reversal letter XX/XX/2020 They reversed the payment and recharged me the fraudulent charge of {$130.00} XX/XX/2020 I received the paperwork and immediately called Capital One, I was on hold for over 18 minutes and disconnected. I called again and waited over 16 minutes before someone picked up. I explained my problem asked why the supporting documents from the merchant didn't match my claim OR case number. I was told due to Visa 's requirements, I would have to get a second opinion on company letterhead from another merchant from the same field. First, I have never heard of this, second - why would or could I do that when the company I purchased from is a scam fraudulent company? This is just ridiculous and I feel Captial One is passing the buck and not standing by my claim. The operator I spoke to stated he had dealt with this company before and heard the same complaints. Why isn't Capital One not protecting me as their customer and hiding behind Visa 's policy? I clearly have the documentation and proof that what I purchased I did not receive. The response from the merchant doesn't support that nor does it show that I purchased from store.brickstoyna.shop and not XXXX a children 's boutique as they state. 

This is a fraudulent charge and fraudulent item received and I expect Capital One to stand by their customers. I want my {$130.00} back and this company needs to be flagged! I am including what I received from the company, what I received from Captial One, and a website that clearly shows that this company and all it's named sources from XXXX is fraudulent.

Company response to consumer: Closed with explanation