Consumer complaint received 2019-10-10
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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, I used my Walmart Mastercard to purchase an adult motorized scooter from XXXX for {$140.00}. I never received any product. In XX/XX/XXXX, I contacted XXXX XXXX XXXX, along with their online chat services and asked for a dispute on the charge. I specifically told them that I was NOT disputing that I made the charge, but instead that I never RECEIVED any product. On XXXX, the company credited my account for {$140.00}. Then, I got a letter from them on XX/XX/XXXX, stating they would remove the credit given on XX/XX/XXXX, with the following documents supporting their case : A receipt from XXXX showing my order, a USPS tracking receipt from a XXXX company, and finally a receipt from the XXXX company stating that I purchased " ( 1 ) decompression fingertip toys front and rear shock absorber larg-black advanced version '' weighing 0.05 Kg with a value of {$5.00} XXXX. XXXX XXXX, Texas USPS gave me a document showing that the item was not delivered to my home, but another home on XXXX XXXX. I live on XXXX XXXX. On XX/XX/XXXX, XXXX XXXX, I faxed to XXXX ( fax number given by the letter they sent me ), all of the documents XXXX sent me along with the USPS document showing that the USPS did not deliver any such product to my home. I never heard from them for several weeks. Then I called XXXX again to ask if they got my faxed documents, and the agent said no they did not. She gave me a new address to send my documents to : XXXX XXXX XXXX XXXX XXXX, XXXX, FL XXXX. I sent all the documents they had originally sent me, along with their letters from XXXX and XXXX XXXX. I sent a filled out and signed Dispute Acknowledgement Form. I sent them the document from USPS of XXXX XXXX, Texas showing the item was delivered to XXXX XXXX. Additionally, I sent them a copy of my credit card statement with the closing date of XX/XX/XXXX. On this statement, I circled the entree for XX/XX/XXXX where they had credited my account {$140.00}, and I circled the entree where they had debited my account {$140.00} on XX/XX/XXXX. I wrote a note stating that the USPS did not deliver the product to my home ever, and besides, the item they delivered to the wrong address was a fidget spinner basically, weighing only 0.5 kg. I ordered an adult motorized scooter also, I said, and the XXXX receipt did not reflect that, and the value was US {$5.00} on the receipt, not {$140.00} US. I received 2 emails from XXXX XXXX saying they were looking into the dispute. On XX/XX/XXXX, I received a letter from XXXX XXXX stating that, according to their records, a credit of {$140.00} was applied to my account on XX/XX/XXXX. Well, as you can see, they did not acknowledge that that {$140.00}, on XX/XX/XXXX, was debited to my account. This is the same statement with the closing date of XX/XX/XXXX that I sent XXXX XXXX  a copy of with those dates circled to clarify the situation. 

In conclusion, I have phoned the company over 7 times, chatted online with them on numerous occasions, and faxed and mailed documents repeatedly, and they REFUSE to give me my {$140.00} back.

Company response to consumer: Closed with explanation