Consumer complaint received 2021-10-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ
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 XXXX I purchased an item that was falsely advertised on the internet, on XXXX. I purchased an item and after I received the invoice, I noticed the product had been switched to something different. I made 8 attempts by emailing the company to correct the order and or ask for a refund with no cooperation from the seller, the company that appears to be a fake company in XXXX " XXXX '' as an alias. After complaining to Capital One an entity XXXX XXXX responded to my dispute with Capital One. When I received the copy of XXXX XXXX response letter to Capital One, Capital One reinstated the charge to my account. After reading the response letter I called Capital One immediately to dispute the charge, they put me through the paces and what were many requirements of providing them with uploads of Screen shots and PDF copies of all my emails to the company, the order, the original ad, the purchase invoice, and a letter describing my issue. To this day I have never received what I purchased from XXXX, or their shipping company XXXX, or XXXX XXXX, nor have they responded to any of my request for a refund or to correct the order to the advertised item. Since it has been over a month now and I have received nothing, I am more than convinced this is a SCAM by XXXX AKA XXXX XXXX. On XXXX I also disputed the charge with XXXX XXXX, that I used to purchase the item that I never received with no resolution. 

After uploading all the documents Capital One requested on XXXX I received another letter from Capital One on XXXX now requesting : 1 ) " My response to the document sent by the merchant ''. I already wrote and uploaded a response to Capital One on XXXX along with everything else they requested. 
2 ) " Information or evidence to support how merchandise order differs from what was received ''. I never received anything from XXXX, XXXX XXXX or their shipping company XXXX. 
3 ) Capital One asked for " A second opinion on company letterhead from another merchant in the same field stating specifically what the original merchant did incorrectly, how the problem can be corrected, and how much that will cost ''. I find this to be an absurd, outlandish and a very unreasonable bizarre request. Am I to seek out another fraudulent company in XXXX and pose this request to them? 
4 ) " The number of times the merchant tried to correct the problem ''. XXXX. The merchant has not responded to any of my requests to change or refund the order. I have sent 9 emails, including another on XXXX the day I received the second letter from Capital One. 
5 ) " A description of how I tried to resolve the dispute with the merchant ''. I provided this description on the letter I uploaded to the link Capital One provided along with all the other documents they requested on the XXXX. 

I have put together another letter to Capital One describing the ordeal, the original ad, the invoice, and description of how I tried to resolve this with the merchant. 

I dont believe this to be a credible " Merchant ''. I think this is a Scam from a company or entity in XXXX and I will never get what I ordered therefor, a month after purchasing the item I want a refund and dont expect to pay for this. Presently Capital One reversed the charge after After I disputed it the first time. They re-instated the charge after they got a letter back from XXXX XXXX. I called again and took hours to do screen shots, convert to PDF and upload all the documents and letter. Now I received another letter with the most outlandish requests from Capital One. 

I would appreciate any help the CFPB can provide in this matter. Again, it has been 1 month and I dont have the item I purchased and I just want my money refunded, permanently and Capital One stop making outlandish requests that are unreasonable and impossible. As a customer, I should not be put to task over and over again to repeatedly provide the same information to dispute this fraudulent charge.

Company response to consumer: Closed with explanation