Consumer complaint received 2022-01-11
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
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:
XX/XX/XXXX emailed XXXX XXXX to confirm availability of dress for daughters wedding in XXXX before purchasing. I did not receive a response so I called and spoke to XXXX who said he was the store owner. Dress was to be sent XX/XX/XXXX. XXXX assured me I would receive it that week. 

My online order was placed XX/XX/XXXX and my Capital One credit card was charged the full amount of {$750.00}. 

The dress that was paid in full in XXXX did not arrive as promised. 
Between XXXX I attempted to email and call XXXX XXXX to locate the status of my dress. I did not receive a response. 

I did not have a dress for my daughters wedding or the {$750.00} at this point. 
I filed a dispute with Capital One for the charge of {$750.00} XXXX XXXX. 
On XX/XX/XXXX I received a purchase adjustment for XXXX XXXX {$750.00} on my Capital One account. 

XX/XX/XXXX I was notified through my XXXX account that a package was in transit from XXXX XXXX. I immediately called Capital One and was advised to not accept the package. XXXX distribution immediately routed the package back to the sender. I have included proof of delivery showing it was delivered XX/XX/XXXX XXXX, NJ ( sender ). 
My mailing address is XXXX, Illinois and Proof of delivery does not show my address anywhere on the itinerary. I was never in possession of the merchandise. 

XX/XX/XXXX my Capital One account was charged the {$750.00} XXXX XXXX. I immediately called Capital One and was informed that the merchant must have proved that the charge was legitimate. I was told that I would receive that information in the mail and that I could further dispute it after I received the information. 

I received the information in the mail from Capital One regarding the dispute of charge. 
Letter states that the merchant provided information to support the transaction : Delivery notification that merchandise was received via XXXX tracking. 
I was given the opportunity to continue the dispute with a statement that I didnt receive the merchandise and describe how I tried to resolve this with the merchant. 

The proof that the merchant sent did not support his claim that I received the merchandise. 
He sent Capital One the Proof of Delivery. The tracking does not show it was ever at my address and states it was received at the same address it was sent from. 

I assumed that Capital One did not read the tracking. I called Capital One and they agreed but told me I still had to go through the process that was described in the letter. 

The letter stated that I must respond by XX/XX/XXXX. 
XX/XX/XXXX, I sent a letter of explanation and the supporting documentation. Including emails, proof of purchase, phone logs and the XXXX proof of delivery. I called Capital One to verify all uploaded documents were received since there was no type of confirmation sent to me. I spoke to a representative who verified and described each document that they received. 

The letter from Capital One also stated that they would respond within 10 days of receipt of the information. 

XX/XX/XXXX I called Capital One since I had not received a response and I had not received the {$750.00} credited to my account. Initially I spoke to a representative who eventually connected me to a supervisor she said who could better help me. During the call with the Supervisor she immediately identified the error that was made by accepting the merchants proof as a reason to charge back to my account since it did not support the claim that I have the merchandise. She also expressed her amusement in the error. She further explained that it is not Capital One that looks at the claims stating it is XXXX and they dont make the decisions. She asked me to hold while she could see what to do. When she came back to the call she stated there was nothing she could do now because time has run out to resolve it and the case was closed. The case was not closed when I called that day. I asked when it was closed because I was never notified. I did not receive an answer. I submitted my proof within the timeframe and Capital One did not do anything with my claim after that. I referred to my numerous follow up calls to Capital One as well and was told that there was no record. Each call I made it states the call may be recorded so I am confident they have records. 
After an hour on the phone and no resolution she agreed that it was past the timeframe allowed because Capital One did not do anything with my claim after I submitted my response to further dispute with proof that the merchandise was not received by me. She said her supervisor would be in the next day and she would find out what they could do to fix this. She promised she would call me the next day. She stated her name was XXXX. 
As to present date I did not receive a call back or any further communication from Capital One regarding the claim I filed to dispute the charge of {$750.00}. 

I am requesting the {$750.00} be credited to my account. I opened the dispute for merchandise not received as promised and refusal of merchant to communicate. I have been a cardmember with excellent standing for over 19 years. I relied on my rights as a consumer and as a cardholder to protect my purchases when a merchant is fraudulent. 
It is unacceptable to not hold a credit card company responsible when they are negligent in completing a claim within the timeframe that the process allows. There has been no accountability for anyone at Capital One that I have communicated with that did nothing with my claim after we spoke.

Company response to consumer: Closed with monetary relief