Consumer complaint received 2022-10-28
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO
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:
On XX/XX/2022, I purchased a XXXXXXXX XXXX XXXX XXXX receiver from XXXX XXXX ( the merchant ) via their website for {$360.00}. The condition was used, but listed in Excellent condition. On the merchants website, an item in Excellent condition includes all original parts/accessories. 

I received the item on XX/XX/2022. Upon opening the box, I discovered that the remote control was not included as well as the instruction manual, plus various other cables and plugs. The absence of these items, especially the remote control, drops this item from Excellent condition to Fair. The remote control is a vital accessory since most of the items functions can only be accessed using it. 

I contacted XXXX XXXX on XX/XX/2022 at XXXX XXXX  XXXX to inform them about the missing remote control. I was told that nobody could help me, but to call them again the next day. I contacted them again on XX/XX/2022 at XXXX XXXX  XXXX when I was transferred to another department who also informed me they could not help me, but told me that yet another department would contact me. I was contacted on XX/XX/2022 at XXXX XXXX  XXXX but the new department informed me they couldnt help and referred me yet again. Finally, I was contacted on XX/XX/2022 at XXXX XXXX XXXX by the new referral, who then referred me again. At that point, I had been transferred or referred six ( 6 ) times and with no assistance whatsoever. I asked the final person whether he could help, and he responded that he could not, but would refer me to another department ( for the seventh ( 7th ) time ). At that point, I hung up the phone and opened the dispute ( case # XXXX ) with my credit card company ( Capital One ) via their website. 

The dispute is for a {$70.00} charge, which is roughly the price difference between the item in Excellent condition and the same item in Fair condition. The remote control alone will cost {$43.00} to replace. 

On XX/XX/2022, Capital One closed the dispute stating that the merchant has sent the item and proving it with a XXXX tracking number. Of course, the receipt of the item was never in dispute, only the specific contents of the box. Capital One did not try to contact me for more information or ask for further clarification before closing the case. 

On XX/XX/2022, I contacted Capital One to get more information. It was at that time I was informed that the case had been closed, but was provided a link to submit additional documentation. The nature of this documentation was only vaguely defined, so I provided a copy of the sales receipt and a listing of the descriptions of what should have been included in the various conditions of the item ( i.e.- " Excellent '', " Good '', " fair '', etc. ). 

On XX/XX/2022, Capital One responded with a request for additional information and gave me a date of XX/XX/2022 to respond. Again, the request was vaguely worded. I began to provide some additional documentation on XX/XX/2022, but while uploading I received a letter from Capital One closing my dispute case due to lack of additional documentation. 

I decided to contact them via phone on XX/XX/2022 at XXXX XXXX XXXX. I asked to be escalated to a manager and spoke to XXXX. XXXX explained exactly what was required, which was an item listing from another retailer showing the same product and that it included the missing items. He also said to ignore the previous letter closing the dispute as that was " part of the process ''. 

On XX/XX/2022, I provided two ( 2 ) website listings from rival retailers showing the exact same product and that it did include the remote control and other missing items. 

On XX/XX/2022, Capital One closed the dispute case yet again, citing a lack of the correct type of documentation. 

At this point, I have no clear idea of what Capital One is looking for, and their customer service is of no help at all.

Company response to consumer: Closed with explanation