Consumer complaint received 2023-01-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
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 regret filing this about a month after the XXXX dispute - I had a personal matter that unfortunately drew away my attention to this item. I would like to resolve it now. 

On XX/XX/22 I made a purchase through XXXX for a maglev rotating plant pot. The product arrived, but it was damaged. I contacted the seller/vendor through XXXX. 

They agreed to provide a full refund and send me a pre-shipped mailing package ( see the chat correspondence in my packet sent to CapitalOne ). 
Unfortunately, the vendor did not provide this. I notified the vendor that the only option I had that XXXX was offering was a partial refund which I did not want. 
The product was chipped, cracked, and scratched up on arrival ( see photos ). 
When XXXX would not honor my full refund and the vendor would not follow-up, I reached out to CapitalOne for a chargeback explaining the situation in detail. They reversed the charge, then sent me paperwork to fill out regarding why it was inaccurate. I explained the situation and provided evidence of this to them ( clear evidence of XXXX Chat Transcripts where the vendor acknowledges the product is damaged and agreed to a full refund. I also included photos and dates. 
Capital One then sent me follow-up correspondence to ill out saying that XXXX claimed the product came intact ( this is not true ). I submitted additional documentation and explained that there was no other vendor ( at the time ) that sold this product, it was " unique '' in that I could only find XXXX vendor at the time selling this make and model which is why I was attracted to the product to begin with. I submitted my packet again. CapitalOne sent me another letter stating that I did not provide sufficient information regarding another vendor citing that the product was damaged because there was no other vendor and the " current vendor '' validated the product was damaged and offered a full refund. What more proof does Capital One need? I've been a longstanding cardholder with Capital One. I have always received exceptional customer service from them, but this is ridiculous. The proof is so obvious it almost feels like they never read my correspondence or saw my evidence. Please help me resolve this charge, and I do apologize for the length of time it took for me to follow up on correspondence. I was going through a difficult transition and time in my life, this wasn't a priority. I was not being incompetent in not following up, I already took steps to correspond with Capital One twice and compile a packet... Please help me. This isn't right. I would also appreciate it if CapitalOne personally looked into this case themselves from an administrative review to see if the person who handled my case number did so correctly or not - because, again, it feels like all they did was just " not want to look at the evidence, and not accept the explanation, '' thinking I'd just back off. If the person who handled my case acted negligently in not evaluating my case correctly, I'd like that person held accountable. I don't believe Capital One is a bad company, but maybe the person reviewing my case made a mistake or just didn't care. 

Thank you, P.S. I attached the handsigned and digitally signed document but if that gives you issues, I also uploaded the compiled XXXX with just the hand signature but the item that was faxxed to CapitalOne was the one with both the hand signature and digital signature. They are effectively both the same documents. I just didn't know if you would have issues with a digital signature pdf so I included both.

Company response to consumer: Closed with monetary relief