Consumer complaint received 2022-01-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Credit card or prepaid card
Sub-product: Store credit 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 on XX/XX/XXXX, I ordered the XXXX XXXX XXXX XXXX XXXX. The costs : {$2600.00}, order # XXXX, Capital One XXXX # XXXX. The order number is the same throughout this entire process. I paid off the console ( {$2600.00} in XXXX ). The product was delivered in either XX/XX/XXXX or XX/XX/XXXX. Upon initial delivery, the product was damaged. NM repair person came out to see if it could be repaired. It could not, and the item was scheduled for return. I love the piece and for this reason, instead of returning and getting a full refund, I chose to have the console replaced. NM has been good with working w/me to replace this piece. The pandemic hit and deliveries were halted. 

The way NM does its checks and balances hurt the consumer. I am not complaining about the exchanges. My complaint is about how the charges are applied. This charge increases my amount owed. I am working to keep my spending under 23 %. With this back/forth, my spending goes over that percentage amount, costing me in credit points. 

Fast forward, my account stayed in a credit balance for the {$2600.00} for a long time ( due to the pandemic shutdown ). Neiman Marcus ended up mailing me a check for {$1100.00} which was deposited into my XXXX account on XX/XX/XXXX. The reason I did not receive the entire {$2600.00} is because I spent {$1400.00} of the credit. This exchange was noted as a Change to Order, and it did not appear to impact my credit. 

The consoled was exchanged out again because of the discoloration. The item was more silver and not the silver and gold I originally ordered. I was fine with the replacement. In XXXX, I noticed lifting and air bubbles on the top and sides of the console. Because I still love the piece, I still wanted it exchanged. XX/XX/XXXX, the replacement console was delivered. As the delivery guys unwrapped to get the console on the elevator, they observed a broken shelf, a wooden piece detached ( never could figure out where that piece came from ), and obvious dents/scratches. They too were shocked and surprised at what they saw. They called me down to view and stated, we know you are not taking delivery. They were correctI did not take delivery. These guys have been my delivery people for two of the deliveries ( 1st and last ). I asked them to come and see why the console is being replaced. Again, they were shocked. They took pictures of the one in my unit and the replacement unit. The delivery guys said XX/XX/XXXX, the replacement console was scheduled. XXXX XXXX stated the warehouse has a replacement which requires the shelf to be fixed and that someone from NM repair shop can come and fix. I asked her if it was the same one they tried delivering back in XXXX because that one had a broken shelf as well, and whether they have two consoles with damaged shelves? I also stated to her ( in emails ) that I believe the company is trying to send me the same piece again and can she verify that there were two consoles needing the shelf fixed. She really couldnt and after speaking with her further she understood my point; canceled the order, which was to be delivered XX/XX/XXXX, and placed a new order. The new order is to ship around XX/XX/XXXX. 

Because I still have the console that needed to be replaced, and because NM had refunded the money, I had to pay for the console againno problem. On XX/XX/XXXX, I made a payment of {$2400.00}, which was the balance from the XX/XX/XXXX bill. That bill ( which I disputed ) had a late charge and interest added that should not have been charged to me as I did not know that a bill had been generated. The bill, after subtractions of fees, was around {$2300.00}. This {$2300.00} reflect a credit I was given in XXXX. The overpayment and all of these charges ( over $ XXXX ) appalled me. My full payment did not balance out my account that had all these charges, no credits applied, and no refund for the non-delivery of the baby items. I still have the damaged piece in my home. That item is paid in full. 

In continued discussions with NM/Capital One to try and straighten out my account, I was informed although I have paid off the balance, when they ship out merchandise, they must charge the account. Once it is returned, it should balance back out. I was also told that I should make a payment until the account is balanced and my money would be refunded. Why is it my responsibility to offset Neiman Marcus antiquated billing practices? Why should I trust them to return anything when credits are not being applied properly and money not being returned? Whats interesting is the balance just keeps changing. XX/XX/XXXX, I received an email advising that a {$430.00} credit would be applied to my NM account ending in XXXX. XX/XX/XXXX, I received an email that stated that a {$210.00} credit would be given as well ( attached ). Food for thought : If in XX/XX/XXXX, I owed {$2300.00}, how is it that I owe {$2500.00}? 

On XX/XX/XXXX, I contacted the credit department only to find out that my balance is {$2500.00}, with a {$29.00} payment due on XX/XX/XXXX. Where are the credits, and why are they not being applied? While my card was in a credit status, I made a couple purchases in XX/XX/XXXX ( baby outfits which I paid {$71.00} because the credit balance was for the console ) and the product NEVER was delivered. I did not receive a refund of my money. I also purchased wall art that I ended up returning. Remember, I have a {$0.00} balance. If I purchase and paid off the balance, when the item was canceled by NM because they were unable to get the item, I should have been refunded my payment. I have not received a bill from Neiman Marcus in over a year. I am owed money from Neiman Marcus ; however, their XXXX accounting is making it difficult to follow the money. I am quite clear on what has transpired. The way the accounting is set up, any money owed, they are applying it to these balances owed on my account. There has not been any reconciliation. If so, I am owed {$71.00} + whatever monies I received in credits. 

Also on XX/XX/XXXX, I spoke to XXXX, ID # XXXX. He witnessed himself how Neiman Marcus handle accounts and was also perplexed by what was said. He and I was on a conference call with XXXX XXXX, Offline Service Recovery Specialists. She directed us to contact NM credit department because she stated she had to place a new order for the replacement of the console which was going to cause another charge to be added to my account. The way NM calculates, I am sure there are now XXXX $ XXXX charges on my NM account. These charges are also going over the credit limit which also affects my credit. XXXX and I contacted the credit department only to circled back to Capital One. ( NOTE : NM apparently does not have their own credit department ). Because XXXX is higher ranking than the customer rep, there was no one we could speak to regarding. I have been given the run around, and all I ever hear is I am sorry. That is nice, however, I need this situation resolved. 

XXXX XXXX kept mentioning my Capital One online banking accounts which I kept stating I do not have a bank account with Capital One. I misunderstood what XXXX XXXX was implying. He was talking about the two accounts under Capital One ( Neiman Marcus and XXXX XXXX XXXX ). Whatever he did, I am now unable to access both accounts and unable to obtain any of my statements. I gave Capital One ( XXXX XXXX ) permission to access my account to get copies of my statements in order to resolve my concerns. 

I want this situation rectified and not hurt my credit rating. Neiman Marcus needs to upgrade how they deal with returns/exchanges. I want my credits added as well. Constantly putting these charges back and forth on an account that is paid off affects my credit and is very confusing. The balance is not consistent. Whats worst is asking me to make monthly payments while the situation gets resolved. I do not owe anything. 

Capital One sent me a link to upload all my documents on XX/XX/XXXX. On XX/XX/XXXX, I tried for several hours to upload the information only to get the error message, We are unable to upload your documents at this time. Please try your request again later. I called Capital One regarding. I was sent another link. That link still did not work. I just tried at XXXX p.m. and was unable to upload information. I was also told by customer service that I would have to either fax or mail the information. I chose to fax ( XXXX ). I feel one roadblock after another in getting this situation under control and resolved. 

Today, at XXXX p.m., XXXX, ID # XXXX, stated the records showed that IT fixed the site. XXXX also confirmed my fax was received Thank you, XXXX XXXX

Company response to consumer: Closed with monetary relief