Consumer complaint received 2021-08-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: ME
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/XXXX I researched an online company called " XXXX '' and thought they were legitimate. I placed an order for a XXXX XXXX XXXX outboard motor for {$1100.00} plus {$75.00} for shipping. Total {$1200.00}. The transaction was made through XXXX  against my Capital One Visa credit card. Later that day I read a disturbing account on the XXXX users message board that caused me concern that this was a fraudulent company. I reported a problem with XXXX Resolution Center on XX/XX/XXXX. I wrote an email to the company requesting a cancellation of the order. The email failed to be delivered, a permanent error. This, despite it being the advertised email address. I received an order confirmation from Fast outboards, order # XXXX on XX/XX/XXXX. Using the email address on the order acknowledgement, I sent another email requesting order status and once again the email went undelivered because an email address failure. I then contacted Capital One and notified them to please hold or reverse the payment, that the payment was in dispute because I suspected the seller to be fraudulent. They logged this dispute in their system on XX/XX/XXXX. Case number XXXX. They told me that the charge would be held for up to 90 days or until the merchant responded. on XXXX XXXX I received a tracking number via XXXX XXXX XXXX, number XXXX. I followed this over the next couple weeks. Supposedly the motor was shipped from XXXX XXXX to XXXX XXXX. A few days latter to XXXX XXXX. Then on to XXXX in XXXX, then to XXXX XXXX. All for {$75.00} no less. This was exactly the same as the horror stories I had read on the XXXX message board. Then the tracking information completely disappeared. Of course I HAVE NEVER received this motor. In the mean time I messaged the merchant listed on the XXXX dispute form. No response. 
In early XXXX I received a letter dated XX/XX/XXXX from Capital One stating that the merchant had provided information supporting the transaction, that no cancellation had been received and that Capital One would not honor my dispute. 
On XX/XX/XXXX I sent a set of documents to Capital One showing my attempts to contact the seller and cancel the order. On XX/XX/XXXX they sent an electronic letter in response that the information I had sent did not validate my dispute and they were closing my case. On XX/XX/XXXX I called Capital One and told them that I have never received the product. That i wanted to dispute the charge for that reason. Capital One informed me that they have a policy that a transaction can only be disputed for one cause and that they considered the case closed. I informed them that I would not remit payment for the {$1200.00} and that I would continue to seek resolution of this issue. I sent a written letter documenting this. 
Then I began researching my rights and came to this web site.

Company response to consumer: Closed with monetary relief