Consumer complaint received 2021-02-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MO
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:
Below is a copy of the transaction timeline documentation letter that Capital One requested the second time I filed a dispute over this same transaction. I have been dealing with XXXX and Capital One since XXXX when the item was purchase. I'm attaching a " PDF '' that contains copies of all emails and documentation of this fiasco. Now Capital One is asking for additional documentation when threatened to file a complaint with your agency. Every time I call Capital One I get someone else with new requirements. When I talk to XXXX they comment that I should have not filed a dispute because it could take up to 75 days. 

XXXX Case # XXXX XX/XX/2021 Purchased from XXXX XXXX for XXXX present Order # XXXX Item - XXXX XXXX XXXX XXXX Shipped by USPS I waited 17 days for delivery. Was unable to get any kind of delivery date of any kind from anybody. Finally, I purchased a replacement at XXXX XXXX on XXXX due to non-delivery. I contacted XXXX and was informed their responsibility was finished when they shipped it. This is not true legally because they hired an agent to complete the delivery which does not relieve them from the contractual responsibility. 
I was notified by USPS the item was being delivered XXXX. When the item was delivered to me, I attempted to contact XXXX for an RMA # and address to ship to. Calls went to voicemail - left message - no response. 

I contacted Capital One to file a dispute for non-delivery - informing them that I received the unit and all I wanted was an RMA # and a ship-to address for the return credit for the original item ordered. They filed it and issued a temporary credit on my account. I was told they would inform me of the disposition of the dispute. 

Approximately XXXX 1 noticed that my account had been charged the price of the item in question on XXXX. I received no notification of the disposition and no RMA # or ship-to address as promised. I contacted Capital One for an explanation of what had occurred. Each time I talked to someone else regarding this issue. The conversation was totally non-productive and was given no explanation as to why the appropriate communication procedures regarding the dispute were not followed. 

On XXXX 1 attempted to contact XXXX to get any kind of answer of what was going on. I was given the information I needed, the RMA #, and ship-to address. However, I was informed that the dispute was still open and a credit to my credit card could not be processed until it was closed and it XXXX take up to 75 days to be processed. I stated that my account had been charged back on XXXX and they should have what they needed by the time the item was returned to them. I shipped the item via XXXX that same day. The item was received at their facilities on XXXX at XXXX XXXX. 

Synopsis : I have performed every task that I was told to. XXXX has the item and purchase price in their possession. Capital One is charging me interest on the purchase of an item I do not have in my possession but has been returned to XXXX. I do not trust either of these companies. I have been misled and the only one that is out of anything is me. I have literally spent hours in resolving this matter and have gotten nowhere. These 2 companies have unearned profits at my expense. I will wait until XXXX, 5 business days to see my account adjusted to reflect the return credit and any interest charges reversed regarding this purchase. At that time, I will take all this documentation that I'm including with this documented and filing complaints against both Capital One and XXXX to the Consumer Finance Protection Bureau. 

XXXX XXXX XXXX XXXX XXXX XXXX . XXXX XXXX XXXX, MO XXXX XXXX

Company response to consumer: Closed with monetary relief