Consumer complaint received 2020-12-18
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MN
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 ordered 5 dresses on XX/XX/2020 the amount of {$230.00} from XXXX XXXX. XXXX XXXX is a collection of clothing company from XXXX. I was supposed receive the dresses in XXXX days from that date as you can see in the pictures. I ordered those dresses for our XXXX XXXX which was XX/XX/2020. Two of the 5 dresses I ordered was matching dressed for my XXXX, daughter and I which is not going to fit for my daughter anymore. I received one of them at the end of XXXX, and it is too small for me. When I tried to contact with them, they never answered my calls, so I can request the return label. 
In XXXX I found out she scammed a lot of people from a XXXX XXXX and trust plot. I immediately called my bank Capital One and requested to open claim my order and explained what happed. Capital One gave me temporary dispute credit of {$230.00} on XX/XX/2020. Then XX/XX/2020 Capital One removed the dispute reversal credit from my bank account. 
On XX/XX/2020 I sent email and couple screenshots from my email to Capital One to prove the 5 dresses I ordered from XXXX XXXX and let them know that I received one dress and I wasnt happy with because it is too tight for me to wear it ; and when I called XXXX XXXX company they never answer my calls. I still have the dress and never wore except when I tried on the first day. 
On XX/XX/2020 Capital One gave me two dispute credits to my account which letter the on XX/XX/2020 they removed one of the dispute credits they posted on my account. Since I had my money back, I didnt contact with neither of them Capital One nor XXXX XXXX and they didnt contact me since that until. 
On XX/XX/2020, I received email from Capital One saying We finished researching your dispute ( s ), and your claim has been denied because : the info we got from the merchant shows this is a valid transaction. We'll remove the temporary credit ( s ) totaling {$230.00} from your account on XX/XX/2020, which will affect your account balance. We'll also remove from your account any interest and/or finance charges given on that temporary credit. You'll see this reflected in your account transaction history and on your monthly statement. I immediately called Capital One and explained again I ordered 5 dresses and received one of them which Im not happy about it. XXXX said I received all the dresses in XX/XX/2020, and theyll remove the credit dispute from my account on the XXXX of the month. I asked to speak with a manager, and I told the manager, XXXX that I have the order number and the tracking number of one of the dress that I received on XXXX, and I asked XXXX, the manager to provide the five order numbers and their tracking number. XXXX said she cant access the document they received from the merchant XXXX XXXX XXXX XXXX, and shell send me to the mail. I told XXXX until then it is not fair to close the claim because it is not done yet, and Im their customer, but XXXX didnt seem to believe me. I told XXXX that this company is scam and if she thinks Im lying she can google the merchant trust plot for herself. XXXX didnt care anything that I said. I asked XXXX if she can help me with closing my capital one checking and credit card accounts and she told me she'll connect me with someone who will assisted with me closing my two accounts with Capital One and she didn't even ask why. 
I immediately closed my capital One checking account and my credit card account.

Company response to consumer: Closed with explanation