Consumer complaint received 2020-01-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Good afternoon, I am writing this to express my disappointment in Capital One Bank. I have been banking with your institution for quite some time, and hoped that it would continue. However due to a recent occurrence, it is unclear if this will be possible. I receive direct deposits to this account, and also have many automatic withdrawals set up, and it would be a great inconvenience if I feel the need to switch banking institutions. 

In XX/XX/XXXX, I purchased an item from a company called XXXX XXXX  XXXX. The item was delivered after it was needed so I no longer had use for the item. I contacted the company directly, for return/refund information. I was given the return address and I overnighted the item back to the company via XXXX  XXXX. The package was successfully delivered, and signed for the next morning. 

After multiple days, I had not received any communications nor a refund from the company. I reached out to the company in the same manner as before, with no prevail. The company failed to respond to any of my messages. I still have not been able to reach the company, still. 

I filed a claim with Capital One, after not receiving a refund for the item. Capital One provided a credit for the amount of {$530.00} to my account. To my surprise, on Thursday, XX/XX/XXXX, I received an email stating that the claim was denied, and the amount of {$530.00} would be taken from my account. I called the claims department immediately for information and they stated that the company told them that they have a No Refund Policy. I explained to the representative that I have communications from the company stating that I could return the item for a full refund, along with the return address. I also expressed my concern with them saying the company simply told them they have a No Refund Policy. If a company is a scam business, or operates unethically, this would be the obvious answer to the bank. Furthermore, the website does not indicate said policy. The representative asked for me to email the communications with the company, along with proof of delivery. I did just that, only to receive a response email stating that there is basically nothing you can do. 

Not only do I find the As previously communicated verbiage to be rude, but also unprofessional. I am extremely disappointed in the investigation, or lack thereof. I have provided proof and receipts that I was promised a refund that I never received. I do not have the item, and am now being told I am out of {$530.00}. I am a young woman, who relies on her funds to survive, and losing out on this amount of money disrupts my life and financial obligations. I am sincerely asking for your reconsideration in this matter. Please look at the proof and receipts provided. The company has failed to respond to me so I have no way of getting in contact with them. It is my deepest hope that this matter will be resolved. Thank you for your time, and hopefully your considerations.

Company response to consumer: Closed with explanation