Consumer complaint received 2022-09-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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:
MERCHANT, CAPITAL ONE QUICKSILVER MASTERCARD ACCOUNT MADE A FRIVOLOUS CLAIM THAT RESULTED IN A RE-APPLIED CHARGE OF {$360.00} BACK TO CONSUMER, XXXX XXXX AND XXXX XXXX XXXX CREDIT ACCOUNT THAT WAS UNDER DISPUTE. 

CASE SCREENING FACTORS : Merchant, Capital One re-applied a charge that was under dispute and back to Consumer, XXXX XXXX and XXXX XXXX credit card account. On XX/XX/2022, Consumer placed an online order from retailer XXXX for a camera device from a subsidiary merchant, XXXX XXXX. XXXX XXXX charged Consumer {$360.00}. Consumer paid for the sale transaction through his Capital One Quicksilver Mastercard credit card account. The sale between Consumer and subsidiary merchant was transacted through XXXX under XXXX order number XXXX. 

On XX/XX/2022, Consumer received a defective item and/or a camera that was nonfunctional from XXXX XXXX that was shipped from XXXX. 

Consumer contacted XXXX  XXXX  through XXXX online platform to make arrangements to return the item back to XXXX  XXXX  and refund {$360.00} back to Consumers Capital One Quicksilver Mastercard credit account. XXXX issued to Consumer a XXXX XXXX XXXX ( XXXX ), pre-paid return packing slip for the nonfunctional item. Consumer packaged the item with the pre-paid return slip and delivered the item to the XXXX XXXX XXXX. In turn, XXXX provided Consumer with a shipping tracking number XXXX. The slip showed the packaged was Drop-off and shipped from The XXXX XXXX x located at xxxx. 

On XX/XX/2022, the package was delivered to receiver, XXXX XXXX, located in xxx,. 

On XX/XX/2022, Consumer contacted XXXX XXXX through XXXX online platform to request a full refund. XXXX XXXX replied stated that only {$27.00} would be refunded instead of {$360.00} due to a restocking fee NOTE : DJI Store advertised a complete and proper functional, handheld camera as described on XXXX online platform. 

The item Consumer received was a defective camera and not as described on the XXXX online platform. Instead, Consumer received an item that did not function properly as the camera did not record and/or operate according to camera specifications. 

CONSUMER RETURNED THE ITEM AS INSTRUCTED BY XXXX BACK TO XXXX XXXX AFTER XXXX XXXX RECEIVED THE ITEM, XXXX REFUNDED CONSUMER {$27.00} INSTEAD OF {$330.00}. ACCORDING TO XXXX XXXXE, A RESTOCKING FEE REFUND DEDUCTION WAS APPLIED DESPITE XXXX A-Z POLICY THAT EXCLUDES XXXX CLAIM. 

On XX/XX/2022, Consumer replied to XXXX XXXX through the XXXX online platform and stated the following. Reported camera defective. Requested return and full refund. Seller approved. 

On XXXX, Consumer received return shipping label from seller. 

On XXXX, seller received camera. HOWEVER, seller DID NOT REFUND full amount of {$360.00}. Therefore, Consumer contacted XXXX XXXX, through XXXX online platform requested the complete refund. 

Notwithstanding, XXXX XXXX refused to refund XXXX the {$330.00}. 

The transaction in question was conducted through XXXX  online platform and the credit card used to pay XXXX XXXX for the order was through Consumers credit card account managed by Capital One Quicksilver Mastercard ( Quicksilver ). 

The charge of {$330.00} was applied to Consumers Quicksilver account on XX/XX/2022 and through XXXX and/or from XXXX XXXX XXXX Since XXXX XXXX refused to cooperation with Consumer, Consumer opened a dispute claim through Capital One and have the charge reversed back to XXXX XXXX. 

Consumer contacted Capital One during a recorded phone call to open a dispute claim through Capital One. Consumer provided pertinent details for the reason for the dispute and/or any other information Capital One service operated requested such as date of charge, amount of charge, merchant who charged the account and reason for the dispute. Capital One stated, No other information was needed for the dispute claim and would investigate the claim. In the meanwhile, a credit would be applied back to your account for the amount of {$360.00}. The merchant will have 90 days to respond and a decision will proceed after the investigation is completed. 

NOTE : Since XX/XX/2022 and from the time Consumer filed a dispute claim with Capital One, Capital One did not contact Consumer and did not indicate that any additional information was needed from and/or by the Consumer. 

On XX/XX/2022, Capital One indicated that the open dispute with XXXX and/or XXXX XXXX was closed due to Consumer failure to provide any additional information of the case. Furthermore, Capital One refused to help Consumer with the claim and considered the dispute closed. 

CLAIM : Consumer opened a dispute with Capital One on XX/XX/2022. Consumer provided Capital One with all information requested by Capital One and Capital One indicated that no further information was needed. From XX/XX/2022 and until XX/XX/2022 Capital One did not make any contact with Consumer regarding the open dispute. On XX/XX/2022, Capital One indicated that the dispute was now closed due Consumer not providing additional information as requested. Notwithstanding, Consumer paid the balance of {$330.00} that was reapplied to Consumers account and closed the account with Capital One due to Capital Ones misrepresentation. Not only did Capital One base the closure on frivolous claim, Capital One failed to provide Consumer with any communication and/or correspondence that led to the dispute closure opened by Consumer.

Company response to consumer: Closed with explanation