Consumer complaint received 2023-02-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
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 bought merchandise from a seller in XXXX named XXXX around XXXX XXXX. The merchandise was damaged so I asked the merchant for a return address they never responded. I contacted my credit card company to dispute the charge they made a dispute. They got in touch with the merchant and all the merchant provided was the picture with the box delivered to my home. I let them know the products inside the box were damaged and they didn't care they said I had to get in contact with the merchant, if not I still had to pay. In XXXX XXXX {$130.00} I was billed by XXXX. I emailed them to get return labels and I couldn't. I only got inner receipts that are not used for return purposes. They never release any information on where I could send the defective. Before I contacted Capital One I contacted the FTC. I provide to Capital One all the documents like screen shots of me trying to contact XXXX XXXX XXXX they sent me a letter from Capital One that they have received the required documents they don't have enough information to validate my dispute.I even included screenshots of the phone calls that I did from my laptop to XXXX in XXXX at their tel # XXXX -- XXXX, but they never had any live person to answer my phone calls or any options to leave a voicemail, they never responded my emails asking for a return label neither ... ... ...... I called today Capital One on XXXX XXXX at XXXX XXXX and asked to speak with their supervisor. I was connected to XXXX. I explained XXXX from Capital ONE that I was not given from the seller a return label and neither a return address for my items. XXXX insisted that in order for me to get a refund I should return the items even though there I had no destination. I repeated the question again to XXXX and asked her if she understood that there is NO WAY that I CAN RETURN THE ITEMS, if I did not know their return destination, but she insisted that regardless to that I should return those items at nowhere .... I was told there was nothing the Capital One Dispute team could do to return back the {$130.00} into my account and I closed my account with them that same day at the end of conversation with XXXX. I let them know that they don't protect their customers. Capital One told me, if I wanted to win the case I would have to get a clothing XXXX and that maybe I could win the dispute. I have attached supporting documents to this complaint. I will mail them via certified mail. I could NOT attach them here, because my papers were more than XXXX. It was torturing to label all my XXXX XXXX pages with my name address, complaint # and my mail address on them.Please allow for us at least to submit XXXX ( XXXX XXXX pages ). I only had XXXX ( XXXX XXXX ) pages and the system here did not allow me. It is a shame and torturing to do this to us. Please inspect these issues and do what is needed to be done. Please kindly confirm that you received those papers via certified mail by calling me at XXXX. THANK YOU!

Company response to consumer: Closed with explanation