Consumer complaint received 2019-11-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: ME
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/XXXX I purchased 150 bulk firewood bags online at the XXXX website. I had inquired about the product and price earlier as well as shipping charges. The quote I received quoted the price for my original request of 100 bags, but the representative offered a quantity of 150 for the same shipping charge which I ultimately accepted. My request and the quote was for shipping to my address as would be customary for any online order. The language used by the representative was " to your door '' for a price of {$2100.00}. I paid by Capital One XXXX a total charge of {$2100.00}, which included the XXXX for the product & shipping, plus XXXX which is the credit card fee on the site. I was promised the material would be shipped in 15 days, then since it was coming from XXXX shipping could be 2-4 weeks. 

I waited, and after nearly 2 months began inquiring as I had not received the material or heard any feedback from the company. I was eventually told the material had shipped and was enroute to the port of XXXX. Soon after I began receiving bills from another company " XXXX XXXX '' for {$190.00} in Customs and paperwork preparation charges. This is apparently a subcontractor for XXXX who handles the freight here in the USA. I also began getting emails and phone calls from XXXX XXXX terminal asking when I would be picking up my material. I advised XXXX XXXX I would not be picking up, it should be shipped to my home address. I attempted to correspond w/ XXXX regarding the issue and did not receive a sufficient answer. At this point I began to realize the material was not going to be delivered to me, so I initiated a dispute with Capital One. 

I filed a dispute requesting a charge back with Capital One, which they initially granted, crediting my account and apparently pulling the funds back from XXXX. I also requested a refund through the XXXX site, but that was put on hold due to the charge back. Over a month went by, and I considered the matter resolved. Then in XXXX Capital One re-applied the charge to my statement and advised they received " confirmation '' from the seller that the goods had been delivered. I immediately contacted Capital One, provided the correspondence from XXXX XXXX and XXXX XXXX and reiterated that I have not received the material. While it does appear that XXXX shipped the material to XXXX, this does me no good as I have not yet received it, and had not plans to drive to XXXX to pick it up. Further, now XXXX XXXX has continued sending bills advising the " storage fees '' have accumulated to over {$2600.00} which exceeds the original order. Thus far Capital One has been unwilling to assist any further. I will attach documents of the original price quote which was provided in the email function of the XXXX website, a screen shot showing payment originally on XX/XX/XXXX, the refund request for XXXX that was denied due to the original charge back, the invoice for {$190.00} from XXXX XXXX, and one of the many emails from XXXX XXXX advising of the storage fees and inquiring when I would be picking up the material.

Company response to consumer: Closed with monetary relief