Consumer complaint received 2020-07-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: UT
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/2020 I, XXXX XXXX purchased in-store XXXX   cartridges ( cartridges ) from XXXX grocery store on sale for {$32.00}. See credit card statement/receipt. When I purchased this item XXXX   return policy allowed for customers to return any item at any time to any of its stores. 
However, after I discovered that my cartridges were defective I attempted to return them back on Sunday, XX/XX/2020 to XXXX   grocery store located at, XXXX XXXX XXXX, XXXX XXXX XXXX, UT XXXX, tel. XXXX with my original receipt. I spoke to a female store manager who said its return policy changed because of a coronavirus, where now produce can be accepted to be returned though products could not. Despite that XXXX may of changed their return policy after I made my purchase during which you could return anything at anytime to any its stores they refused to accept my return which I had clearly explained was defective. Moreover, while she was explaining herself she was coughing profusely near me and telling me that she can not accept my return. 
On XX/XX/2020 i placed a dispute on this transaction with my credit company, capitalone. capitalone credited me {$32.00} claiming in a letter they sent that they would seek a response from this merchant that i had purchase from and would notify me if they require any response from me. see attached. 
On XX/XX/2020 i received another letter from capitalone dated XXXX XXXX, 2020 which appears have taken 15 days to get to me and allowed only 6 days to respond all while they had rebilled my account {$32.00} on this dispute. Despite this short window to respond that capitalone provides, i timely faxed in my response letter on XX/XX/2020 along with supporting documents including a copy of my original receipt, and pictures of my merchandise. moreover, in capitalone 's letter dated XX/XX/2020 it appended a letter from XXXX, a subsidiary of XXXX grocery store claiming that i purchased this product online and have 6 months to return it ... see, capitalone 's letter dated XX/XX/XXXX, XXXX in my response letter dated XX/XX/2020 i refuted XXXX XXXX false claim that this was ever a online purchase and was in fact purchased in store by providing a copy of my original receipt and provided a letter stating that i had timely attempted to return my merchandise, with my original receipt to XXXX grocery store and was declined. also, i provided exactly when & where i went to return it, a telephone number, and who i spoke to. 
By letter dated XX/XX/2020 from capitalone they deny my dispute stating, it requested information/documents during its investigation, that if i returned the 'installed parts, ' then i should provide when and proof of return/date they were made available ... see, capitalone letter dated XX/XX/2020. However, my dispute and capitalone 's investigation never involved any 'installed parts. ' in fact, i clearly identified with photo images and a letter of exactly what i was disputing. moreover, capitalone 's letter dated XX/XX/2020 claims to have received my response, but purports that it lacks all previously requested information needed to validate my dispute. see, capitalone letter dated XX/XX/2020. As this agency can clearly see i provided them with competent evidence/documents/letter sufficient enough that they could validate my dispute, including that this matter had nothing to do with 'installed parts ' or an 'online transaction. ' additionally, capitalone failed to identify what it performed in its investigation or what specifically was lacking from what i produced. 
Last, i would argue that capitalone does a terrible job at investigating and reviewing complaints in an effort to deny consumers who have been wronged by merchants involving transactions with a number of errors. Also, calling them you can't always get through to them and wait times are very long ( longer than 1 hour/get can't through ). After receiving capitalone 's letter dated XX/XX/2020 i attempted to speak with them about there decision at this telephone number XXXX, but all i got was a recording.

Company response to consumer: Closed with monetary relief