Consumer complaint received 2018-02-27
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: Overcharged for something you did purchase with the card

Complaint:
This internet transaction was made on XX/XX/XXXX. There was 2 transactions made at the time, on a Capital One Master Card. Both transactions were made for a skin and eye cream by a company named XXXX XXXX XXXX, but is listed on the credit card statement as XXXX XXXX, that cost {$4.00} and XXXX cents shipping. Once I made the transaction, a pop up window came up and said I could get an eye cream for {$5.00}, so I bought that also. That transaction is listed as XXXX. I thought I was buying a trial portion, with no obligation to buy any more product. A few weeks after receiving the products, I saw 2 charges on my online statement that I did not authorize. These were dated XX/XX/XXXX. They charged me {$85.00} for the eye cream and {$89.00} for the skin cream. I contacted the credit card company, who in turn called the merchant while I was on the line. The representative of XXXX said that I had 14 days to try the product and if I did not call them within that time frame to say I did not want the product, I would incur the charges I previously listed. I told them I did not agree to any such terms and I would return the product since it had not been used. I also cancelled any future shipments of their product. XXXX said they would not accept any returns under any circumstances. XXXX sent their paper work to Capital One and Capital One sent a copy to me. First of all, I did not order the product off of the website that they say I did. That website does say you have a 14 day trial period. This is very important since it verifies that XXXX is using fraudulant practices to sell their product. I am so very glad that I made a copy of the website that I did order from and it does not say anything about a 14 day trial period. But I only had a copy of the website that verifies what I have been saying about the {$89.00} charge. Capital One has taken that charge off my bill. The other charge for {$85.00} was charged at the same time, but the company charged it separately. Since it was a pop up window and I unfortunately did not make a copy at the time of sale, the only way to get a copy of it, is to buy more product so the pop up window would come up, which I will not do. These 2 charges have 2 different case numbers, but the one for which I am writing is case # XXXX. They say they are leaving the charge of {$85.00} on my card because they requested a copy of my sales receipt or invoice and date of cancellation or return. I sent them a copy of the website that I ordered from as I did with the {$89.00} charge. These 2 transactions were made at the same time, but since the merchant charged them separately, Capital One assigned them 2 case numbers. I can not get a copy of my transaction for the {$85.00} charge because I can not print a pop up window that will not come up unless you buy more product, and the web page I ordered from does not exist anymore. The web page is XXXX. I can not return a product that the company refuses to accept. I told the Capital One representative that they have a recording of my conversation with the company and they can hear the companies refusal of a return. XXXX is using different web sites to scam people, since their web site they say I ordered from is a different one from the one I  actually did order from. This should be enough proof to Capital one that this company is a scam and a fraud and I should have my money refunded. Thank You so much for your time.

Company response to consumer: Closed with explanation