Consumer complaint received 2023-04-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: UT
Product: Credit card or prepaid card
Sub-product: Store credit 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 approximately, I placed an order for a chandelier with Pottery Barn on my Capital One/Pottery Barn Card. The item was an open box item. On or about XX/XX/XXXX I reached out to PB Customer Service and informed the agent that I was missing one of the glass sconces. I let her know that I just identified the issue because I had to hire an electrician to install the new chandelier to a 20-foot ceiling. At this time, I asked the specialist if I should hold off on the install, her response, no someone would reach out from the company to get you a replacement piece. I was willing to pay for the replacement since it was an open box item ; despite the website not indicating parts would be missing. The website indicated, wear and tear, scratches, etc., but no missing pieces. I never received a call back from PB, so I followed up XXXX XXXX, and was told that they did not have replacement parts and the manufacture does not just sell replacement sconces. I tried to offer possible solutions the agent that I spoke with was not cooperative, and the next day I received an email from her manager indicating she would make a one time exception to return the item. I explained that it is installed to a 20 foot ceiling that it would be an additional {$500.00} on top of {$500.00} that I had already paid to install it. I once again asked if she could send me a similar sconce that matched the one on the chandelier, she keep on insisting the only recourse would be an exception to return the item. Again, I told her the cost would be {$500.00} to uninstall. She then wanted to state policy, I indicated what was discussed and displayed on the website, no mention to missing pieces/parts. This went back and forth, and after being uncooperative or providing a viable solution I informed her I would just reach out to my credit card company to dispute the charge. 

On or about XX/XX/XXXX, I contacted Capital One, and opened up a dispute regarding order # XXXX for {$390.00} + {$39.00} + portion of tax charged {$35.00}. A dispute was opened for {$530.00}. I received a letter in the mail requesting additional information by XX/XX/XXXX for my dispute. A provisional credit was issued for {$530.00} ib XX/XX/XXXX, I paid the balance down to {$0.00} ; on XX/XX/XXXX, there was a debit for the provisional credit ; and my statement cycled on XX/XX/XXXX ; resulting in a minimum payment being required ; and the balance being taken off the promotional balance. To avoid any possible negative consequences with the bureaus I made a payment for {$130.00} on XX/XX/XXXX. I called Capital One the issue of the card to explain the situation ; I was advised that they debited the account because they received proof from the merchant. At this time, I explained I was not disputing receiving the merchandise ; I was disputing the issue above. After going rounds with the customer service representative and being placed on hold, no assistance was provided. I am still within my dispute time frame for me to complete their letter, which is being done right now, however, the PB debited my account resulting in a balance due. I want this item placed in dispute until Pottery Barn and I come up with a solution. I again reached out to PB Customer Service today, and received no support, despite options. I just filed a complaint with the XXXX  with documentation. I am opening up this dispute now to avoid any further negative consequences with my bureaus. On top of the item being placed in dispute, I demand that the balance be put back into the 12-month promotional balance NOT a revolving balance. Any interest and trailing interest need to be credited back as well. 

On XX/XX/XXXX I received a letter from capital XXXX showing proof of delivery. The information that Pottery Barn provided was not even regarding the item that was in dispute. It was for a completely different purchase. This tells me that the agent that opened up the dispute with XXXX XXXX did not open the dispute on the correct order ; and/or Pottery Barn is providing false documentation regarding the dispute. 

In looking at my statement, despite only showing the last XXXX digits on the statement, the remittance stub shows the full account number in the XXXX XXXX.

Company response to consumer: Closed with explanation