Consumer complaint received 2021-03-31
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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:
I reached out for help on XX/XX/2021 after no help from the Merchant ( XXXX XXXX ). I received wrong parts and the company said I would need to pay for shipping costs to return them. Shipping costs would have been expensive since the parts were heavy items such as brake pads kit, etc. I read their return policy states they will not accept returns if boxes are damaged and I received the boxes already torn up with damage so I was afraid to return the parts and not receive a refund. I went to capital one for help because I didnt know where else to turn. The same day-XX/XX/XXXX after the phone call with Capital One, I sent a signed letter explaining the situation in full, explaining my fear of returning the items, I sent a photo of my proof of purchase as was requested by Capital One, and shortly after I received a letter in the mail saying that my support and documentation was not adequate so my case would be closing. I called and spoke with a representative who ASSURED me the case was still open and they were still trying to get my money back. On XX/XX/2021 I was told to send further proof of my claim and another signed letter explaining the photos I sent-which included email correspondence between myself and the company, screenshots off their website under buyers guide showing the exact parts I purchased would fit, also showing the same order parts as was on my receipt. I ALSO included the correspondence where XXXX XXXX customer service told me because I have opened a case with my credit card company, I have forfeited my right to return parts and would have to wait and see what the credit card company will do for me. The last call was made on XX/XX/2021 where I was told to return the parts and I could get a refund, but I called right back after remembering the email from the company saying I could not return my items and I have forfeited that right. I sent that email prior to this, so Capital One should have known I was not able to return these parts, had any agents read the prior notes. I was then given a 3rd request to upload another signed letter and the photos of the damaged boxes. I questioned why this was necessary since Ive given all the other proof and the Merchant wont accept my returns anyway. They assured me this would help the case so I did as they asked. Shortly after this, I received a letter from Capital One dated on XX/XX/XXXX ( the same day I was told to send another signed letter along with photos of the damaged boxes ) that my case was closed and the time frame of 60 days is now over so the case is closed. As soon as I read the letter, I called on XX/XX/2021 and spoke with 2 different people who were clueless about my case and I requested to speak with a manager. The manager I spoke with said my case was STILL open and continued to place me on hold. She came back 20 minutes later to tell me the case had actually closed at the end of XXXX. When I questioned her about this and why I was asked twice since the end of XXXX to send more letters and proof, she said they were trying to re-open the case. I didnt even know they closed it since every time I called and asked, an agent would tell me the case was still open. She also said the merchant responded saying that I could return the parts ( which is a lie since I have email proof of them telling me I could not ). I never heard a word about my case- I didnt hear the response from the XXXX or that they closed my case. Yet they were still requesting further items and documentation from me for an entire month after the case closed. I gave plenty of opportunities to get the truth from Capital One because every time I called, I would specifically ask about these letters I received at home saying the case was closed but every person said it was NOT closed ( including the Claims manager on XXXX XXXX ). Why was I left in the dark throughout my case and why was I lied to by every employee I spoke with? And then asked to waste more of my time by sending additional letters, photos, documentation, etc. After explaining to the manager that I sent email proof showing the company refuses to accept my returns, XXXX ( Claims Manager ) placed me on another hold to explore my options and came back to tell me since the case was closed at the end of XXXX, youd have to work with the Merchant for a return at this point. So, because my case was closed at the end of XXXX but was still showing open to employees I spoke with, I never had a chance to even write a disagreement letter to the Creditor ( which needed to be sent within 10 days based on XXXX ) because I never heard a response or update to the case. Also based on XXXX, wasnt I supposed to be told promptly and in writing how much I owe if the case had been settled and closed?? I feel like I lost all my rights because Capital One never clearly stated to me that my case was closed and by the time I found out the case closed, it had already been over a month and there was nothing else I could do.

Company response to consumer: Closed with monetary relief