Consumer complaint received 2022-07-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA
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 am filing a complaint against CapitalOne over their failure to fairly resolve a disputed purchase. The CapitalOne case number is XXXX. To aid you in further review of my complaint, I have provided detail below regarding the issue caused and my efforts to obtain a satisfactory resolution. 

I purchased a XXXX XXXX XXXX XXXX controller from XXXX 's website on XX/XX/XXXX. It arrived at my residence on XX/XX/XXXX. After opening the box that weekend, I discovered that the controller was defective with the joypad pulling to the right. I attempted to return the defective controller to the XXXX location on XXXX XXXX in XXXX MA on XX/XX/XXXX. The employee, XXXX, proceeded to process the return without asking the reason for the return. XXXX then saw the date of purchase on the slip and told me he had to call his district manager, XXXX. XXXX allegedly told XXXX that the return could only be processed on a store credit. I was surprised as the XXXX website indicates " Defective products, including opened electronics that are defective, may be returned within 30 days of in-store purchase. '' I was upset that XXXX was not willing to process the return to my credit card and asked why they wouldn't take back a defective controller and refund to the origin of purchase. I was told that because the item was purchased over 7 days ago that they could only give store credit. I asked XXXX if any consideration to the date of arrival, because it had only been 5 days since the controller arrived. XXXX then makes another call to XXXX, whom he can't reach, and then proceeds to stare at me awkwardly as if he's waiting for me to accept store credit. I asked XXXX who was the manager on site who handles customer escalations and he sheepishly said he was and again told me he couldn't assist due to " store policy. '' Whereas the store was not helping, I attempted to file a disupte online via the CapitalOne website. However, the website required me to call-in my dispute. As such, I was not able to control the level of detail included in my dispute. The call was placed with agent XXXX on XX/XX/XXXX at XXXX. 

Due to the severe nature of dissatisfaction, this issue was also reported on XX/XX/XXXX to the Federal Trade Commission ( report number : XXXX ) and the XXXX XXXX and XXXX XXXX of the Massachusetts Attorney Generals Office. A complaint was also filed with the XXXX XXXX XXXX XXXX XXXX complaint # XXXX. ) The only reply received from XXXX was through the XXXX  complaint from their liason " XXXX '' who said they would issue a refund through a mail return. I agreed pending receipt of a shipping label and materials. However, none were provided. Whereas the transaction was placed through XXXX, a dispute was also filed through them on XX/XX/XXXX. I contacted XXXX on XX/XX/XXXX and XX/XX/XXXX to advise that I had not received the agreed shipping label and materials from XXXX. There was no further response from XXXX. As of the date of receipt of CapitalOne 's findings, the open case with XXXX reads as follows : " We were notified by your financial institution that you filed a case for a payment made on XX/XX/XXXX at XXXX PM XXXX. There is no action needed from you as we review this case. Contact your financial institution directly if you want to cancel this case or need more details. '' On XX/XX/XXXX, I received a response from CapitalOne with an update pertaining to my dispute with XXXX XXXX billed on XX/XX/XXXX for {$56.00}. They said the merchant provided information to support the transaction, including a copy of the return policy that completely contradicts the resolution the store had offered. Per the document Capital One sent in it's reply of their findings, it documents XXXX policy on pre-owned items is 7 days. As stated earlier, the attempted return was within 5 days of receipt. I followed their policy as stated, and they did not follow theirs. I was permitted an option to continue the dispute by mail, where on XX/XX/XXXX I responded by respectfully finding CapitalOne 's conclusion unacceptable. On XX/XX/XXXX, CapitalOne sent a letter saying it lacked previously requested information and as such is considering this case closed, refusing any assistance other than recommending I contact the merchant who themselves have not yet provided the requested materials. 

In my original request, I had asked for compensation for time lost & aggravation for the defective item. XXXX made no efforts to contact me directly to " make this right. '' At this time, I am no longer requesting additional compensation from XXXX and that they simply refund the amount for the defective controller. 

Thank you for your consideration. 

XXXX XXXX XXXX XXXX XXXX # XXXX XXXX MA XXXX XXXX XXXX

Company response to consumer: Closed with explanation