Consumer complaint received 2021-05-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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:
Back in XXXX of XXXX I made an online purchase at Walmart.com with my Capital One Bank Card for XXXX that was taken XX/XX/XXXX. The item never shipped and on XX/XX/XXXX I contacted Walmart Online Service Rep who assisted me looking into the order and tried to contact the 3rd party vendor. He was not able to reach the vendor at that time but could see the item had not shipped. He canceled my order and refund my money back to my card and on XX/XX/XXXX the funds were put back in my account. On XX/XX/XXXX Walmart charges my card the XXXX and I contact them. Spoke to the Rep they researched the transaction and advised the vendor stated they sent the merchandise and it was delivered and signed for XX/XX/XXXX. I told the Walmart Rep I never received the merchandise and no one in my home has received nor signed for anything. The rep looked into my account and apologized for this and assured me my money would be refunded. I asked is there anything I need to do to prevent this happening again at a later time and the rep told me no your account has been noted and I will escalate this. The rep also advised that I contact my bank and file a dispute with them for the funds to be immediately returned to me and so I did. On XX/XX/XXXX Capital One credit my account back the {$370.00}. On XX/XX/XXXX Capital One reversed the disputed credit. I immediately contacted Capital One asking how and why was this done and the Capital One rep explained Walmart had denied the refund stating the item ordered was delivered and signed for. I explained to the rep I never received the item and Walmart had assured me this would be refunded as they were made aware that I never received anything. Capital One explained to me there was nothing more I could do because the claim was denied and a dispute can not be submitted a 2nd time. I contacted Walmart to get this resolved and the Walmart Rep looks the account over see all the conversations and apologies for this and again assured me Walmart would refund me. The Walmart rep also advises me that she is going to escalate the matter to Management and Billing to get this quickly resolved. I followed up with Walmart today as Ive not heard back from anyone via phone nor email. I spoke to the Walmart Online Rep today XX/XX/XXXX and went in circles got a bunch of empty apologies and was now being told that because its beyond 90 days theres nothing they can do! This is not okay, I never received the item ordered and even had to purchase the item from a different vendor because this was a XXXX Gift for my husband and months later the vendor claims they indeed shipped the item and I sign and received it is an out right lie! They have not provided the signed form or whatever theyre claiming to have received. I did request my bank to send me the supporting documents Walmart provided them to deny my dispute and I did receive that today and can forward that to you. It only states what theyve been saying but it doesnt show receipt of the signed postal form! Please will you help me?

Company response to consumer: Closed with non-monetary relief