Consumer complaint received 2020-11-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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:
On XX/XX/2020, I purchased a pair of XXXX XXXX from XXXX on the internet for {$110.00} using a Visa card issued by Capital One. The item ended up being shipped directly from XXXX, and I opened the parcel, and tried to use the item on XX/XX/2020. They appeared to be counterfeit and did not work, so I immediately contacted the merchant. They suggested corrective action, which still did not work. I received conflicting responses from the merchant in which they said they would sent a replacement and also an offer of a 40 % refund. The refund was unacceptable, since the items did not work, and were worthless to me. No replacement was ever sent. I then filed a dispute with Capital One. 

On XX/XX/2020, I received a letter from Capital One dated XX/XX/2020 ( mail delivery was extremely slow during the summer ) stating that the declined the dispute, and if I wanted to continue with the dispute, I would have to submit all of the documentation again, as well as a second opinion stating what the original merchant did incorrectly. I then called Capital One and explained that the only merchant who could confirm that these AirPods were defective and possibly counterfeit was the XXXX XXXX, and unfortunately, all XXXX XXXX in my area were closed due to Covid. Capital One then sent me a secure link to send whatever documentation I had, which I did, along with a cover letter. 

On XX/XX/2020, I received another letter from Capital One dated XX/XX/2020 XXXX mail delivery got even worse, but that's well known from news reports ) stating that I did not send all of the required documentation. On XX/XX/XXXX, I again explained the situation again to a Capital One representative, and he sent another secure link. I also spoke to XXXX to explain the situation, and the suggested I go to one of their authorized service centers ( which I did not know existed ). The service center examined the XXXX, determined that they were not authorized ( authentic ), and gave me documentation, which I sent to Capital One via their secure link. 

On XX/XX/2020, I received a letter from Capital One dated XX/XX/2020, the same day they sent me another link to provide more documentation on my dispute, stating that the time had expired for this particular charge. I then spoke to another representative at Capital One, and asked if the time had expired, why on the same day that they sent this letter would they have not told me this, and given me another link to send more documentation? He then researched it, and said not to worry, since the dispute was still open. 

It should be noted that Capital One gave me a phone number to contact the merchant, that was not in service, and in any case, they merchandise was confirmed in writing as not being authentic. 

Finally, last week, since I hadn't heard back from Capital One, I again called them. They said that the dispute was closed, and they would do nothing more.

Company response to consumer: Closed with explanation