Consumer complaint received 2020-07-15
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:
-- -- -- -- -- 1. ) XXXX XXXX, XXXX a purchase with EIO.com ( order # XXXX ) with 2 day shipping for the amount of {$57.00}. 

-- -- -- -- -- -2. ) Did not receive the product after a week, so I sent a followup email ; with the exact verbiage : " I paid for two days shipping and have not received my order '' on XXXX XXXX. 

-- -- -- -- -- 3. ) Company Responded on on XXXX XXXX : " Im sorry to inform you that due to unusually high order volume, your order has not shipped and XXXX not be for several weeks. XXXX has been out of stock since early XXXX due to high demand, although they are continuing to take orders and guaranteeing that we will receive orders we place with them in due time. As such we have masks on order but we do not have an exact shipping date from XXXX right now, however we can guarantee we will ship as soon as soon as XXXX delivers product to us. We have been getting small shipments and shipping those on a first come, first served basis, so we appreciate your patience as we fulfill these orders as quickly as we can. 

We recommend keeping your order as you will lose your place in line if you cancel, and no other distributor has stock at the moment. If you do prefer to cancel, please note we ask that you do so via email, we will then cancel in accordance with our cancellation policy which was agreed to at checkout. 
XXXX, XXXX XXXX. 
Electronic Inventory Online -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX XXXX XXXX -- -- -- XXXX. ) XX/XX/XXXX, requested for the order to be canceled and a refund to be issued. 

-- -- -- 5. ) XX/XX/XXXX : XXXX canceled the order and sent a verification : XXXX XXXX XXXX Your order has been canceled Refunded Items XXXX XXXX Particulate Respirator, XXXX, XXXX eaches/pack 2 Refunded {$45.00} Subtotal {$45.00} Shipping {$12.00} Taxes {$0.00} Total {$57.00} USD Visa ( ending in XXXX XXXX {$57.00} Refund Shopify_payments - {$52.00} -- -- XX/XX/XXXX, Called in and disputed the amount. XXXX stated nothing needed to be submitted and they will address the issue. 

-- -- XX/XX/XXXX, XXXX recharged me for the same item after removing it on XX/XX/XXXX. Called back in to dispute this amount again. 

TRANSACTION REBILLMerchandiseRobert J. XXXX {$57.00} HTTPSEIOCOM.M, CA XXXX Purchased : Thu, XX/XX/2020 Posted : Wed, XXXX XXXX, 2020 Purchased By : XXXX XXXX Appears on the statement as : TRANSACTION REBILL HTTPSEIOCOM.M CA XXXX US XXXX - XX/XX/XXXX, followed up to see the status of the case. Submitted documentation showing XXXX canceled the order and was supposed to submit a refund. 

-- - XX/XX/XXXX, Called back in to speak to the manager on the case. He stated the dispute was ruled in favor of me, and the charge will be removed from my card. 

-- -- XX/XX/XXXX, Capital One removed the purchase off the bill. 
PURCHASE ADJUSTMENTMerchandiseRobert J. ... - {$57.00} Posted : Fri, XX/XX/2020 Purchased By : XXXX XXXX Appears on statement as : PURCHASE ADJUSTMENT XXXX XXXX -- XXXX XXXX Capital One recharges me the same amount. 
XX/XX/XXXX TRANSACTION REBILLMerchandiseRobert J. ... {$57.00} Purchased : Thu, XX/XX/2020 Posted : Mon, XX/XX/2020 Purchased By : XXXX XXXX Appears on statement as : TRANSACTION REBILL XXXX XXXX -- -- XX/XX/XXXX -- Called Capital One requested why this was recharge. They stated Visa ruled against my case. They pretended that they didn't remove the purchase or knew anything about the case manager ruling in my favor.

Company response to consumer: Closed with monetary relief