Consumer complaint received 2021-08-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT
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/2021, an order was placed with my capital one card to XXXX When I was made aware of this purchase, I attempted to cancel the order on the same day. More than 24 hours later, the order was shipped and no response was made to my request of cancellation. There was no knowledge or awareness made of anything involving the refund policy with XXXX  On XX/XX/XXXX, I had received and attempted to return the product so that I could get my money back ( {$72.00} to be exact, not a life breaking amount, but enough to turn my head ), once again, no response was given. In fact, from the entire time frame of XX/XX/2021 to today ( XX/XX/2021 ), there has been 0 response from XXXX  to me clarifying anything on their policy or on my request. 

On XX/XX/XXXX, I attempted to chargeback the original fee since there was no contact between myself or XXXX, and I had wanted to return the item anyway. ( Note : The item in question has never been opened, it has only been taken out of its package ). On XX/XX/XXXX, XXXX  finally responded ... to Capital One. Clarifying what their refund policy was and that it was too late to cancel the shipment of the product. A statement that is ridiculous to me because they had more than 24 hours as stated both on their response and in my proof when responding to capital one with this.

When I had faxed my response to XXXX  ' rebuttal to capital one along with all the information I had, it was initially denied. I imagined it was because I missed something. I have had two seperate conversations with a representative from Capital One. The first person I talked to on XX/XX/2021 ( XXXX ) had stated that because on their document and my proof that the request to cancel was made more than 24 hours before they actually shipped the item that I had this case. I was led to believe that there would be a successful conclusion after adding the extra documents requested. ( There wasn't. And I should never have been led to believe as such ) The 2nd phone call I made was to see about an update on this case number and if any actions were being made. XXXX and his supervisor, XXXX, had told me that because there is no 'proof of cancellation, ' they can not do anything ... 

This despite the fact that there has been no communication from XXXX  to myself in order to be able to make a cancellation despite my efforts to attempt to cancel the order before it was shipped and despite my efforts to be able to return the product. Their website remains closed as of today ( XX/XX/2021 ). 

So because a company has made no contact with me, they can allow themselves to be in a position where there is no proof of cancellation so a credit card company effectively can do nothing and still charge me money. Even if on their response to the credit card company that an attempted cancellation was made more than 24 hours before. I find it ludicrous that this loophole is allowed to exist and is allowed to be exploited to prey on people less fortunate than I am. Simply because of unawareness or even exploitative advertising. 

I have been led to believe that capital one had my side and would be able to help me and then in one fell swoop they had screwed me over because they needed a 'proof of cancellation. ' A piece of proof that XXXX  has no reason to give anymore and will not initiate conversations with their customer in order to resolve this amicably. I have been pigeonholed into paying for a product that I never wanted and from the beginning either wished to cancel or return in that order. 

Capital One has recorded both of my phone calls, and hopefully they can be reviewed for your investigation. The calls were made on XX/XX/2021 and XX/XX/2021.

Company response to consumer: Closed with monetary relief