Consumer complaint received 2023-07-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I purchased a XXXX printer, oven and accessories from a company called XXXX with my credit card for a total of {$3400.00}. I received it XX/XX/2023. On XX/XX/2023 the printer malfunctioned due to a defective electronics thermostat, and electrical issue which occurred 13 days after receiving it, and I was within my 30 days for either a refund or an exchange of the printer. Proclored After Service tech, P-he wanted me to borrow or purchase an electronic testing equipment device called a multimeter, take the printer apart and conduct electrical testing and send them readings. I stated that if I have to do such extensive troubleshooting, I want either a refund or a new unit exchange. The company did not want to honor their refund/exchange policy and would not exchange the printer for a new one. The only option XXXX gave me was to send it in for repair which was unacceptable and again not per their policy as advertised. XXXX would offer no other option except to send it in for repair, and I was not happy with the only option, but had no choice because the printer would be non functioning, and I paid {$2800.00} for the printer. 

I felt strong armed by the merchant to either take this offer, or settle with a non functioning printer. On XX/XX/XXXX the printer was sent to the facility in XXXX XXXX, Ca. and XXXX had the printer for about a month, because of this delay the printer due to no daily maintenance can become more damaged. I was fearful that this printer could run into more mechanical issues, and when XXXX contacted me on XX/XX/XXXX they stated that it was a print head issue but did not disclose the actual damage of the printer which was electrical. XXXX ' actions during this entire ordeal have proven not to be a trustworthy merchant. 

I discovered that my credit card company Capital One XXXX XXXX had a policy XXXX Defective/Not As Described chargeback which could be initiated, because it applied to my situation. The quality of the printer as well as their services were not as described. On XX/XX/XXXX I spoke to a representative from Capital One XXXX XXXX XXXX Department and stated in detail what my issue was with the Merchant Procolored and how I tried to receive either a refund, or a new unit exchange. I wanted to initiate XXXX 's policy XXXX XXXX Not as described and was told that I could proceed with initiating the chargeback. I was informed that if Capitol One XXXX needed any additional proof just have it ready to send. 

XXXX sent me an email on XX/XX/XXXX stating that it was now my fault that the printer had an issue which was false, and that XXXX still had the printer in their custody and they wanted me reverse the chargeback so they could send me the printer. I then received a second email on XX/XX/2023 from XXXX negotiating the charge back and stating that they count not agree to a {$2800.00} refund but would agree to a {$2400.00} refund. I refused because I still lost {$1000.00} for a DTF oven and extra ink I purchased that I can't use or return. Out of retaliation XXXX took parts of our XXXX and email conversations and edited it to create a false narrative, lied and said I damaged the printer, and submitted it to my credit card company Capital One XXXX XXXX. On XX/XX/2023 I received a letter from stating that they reversed the charge back to XXXX of {$2800.00}. 

In the letter I had until XX/XX/XXXX to submit the following a letter stating the disputed amount signed and dated, Proof of the Paid invoice for the product, a copy of XXXX 's refund policy, and a rebuttal letter in response to the doctored documents that Procolored sent to Capital One as well as any other additional documentation. XXXX sent intentional edited emails cutting out sections of my conversation with their tech and customer support reps that would validate my claim that the XXXX was never discussed with me, and how I several times requested for a refund as well as a new unit exchange within 30 days. I sent additional documentation of the UPS Labels, delivery timeframe emails, XXXX XXXX conversations, along with additional proof proving that I did not damage the printer, as well as point out that the initial problem was an electrical issue. I pointed out the inconsistencies with XXXX 's refund, exchange and their warranty policy. 

Still with all my time stamped documentation a Capital One reviewer named XXXX XXXX XXXX : XXXX sent me a letter today XX/XX/2023 stating to me that I did not provide what they asked for which is completely false. In this letter Capitol One did not disclose what specifically I did not include, and told me to continue my dispute with the XXXX XXXX. It is very upsetting that my credit card company refuses to help me, especially with all the proof I provide. 

I called a representative of Capital One XX/XX/XXXX and explained the issue... again. I pointed out the specifics including the email from XX/XX/XXXX that should have been the deciding factor to initiate the chargeback because Procolored agreed to the refund, but the Captial XXXX representative ignored it and stated that I agreed to have it sent in for repair, even after I explained and included the completed unedited emails and XXXX conversations that all Procolored would offer is " send it in for repair. '' The Capital One rep who I spoke to who was mediating with the XXXX and dispute department stated that the XXXX is not allowed to have the merchandise and keep the money. 

I was then transferred to XXXX of the Capital One managers in the XXXX and Dispute Department XXXX, who stated unfortunately they can not help me an the decision was made. I informed XXXX that XXXX still has the printer, and since winning the chargeback they have not once send me any email or skype message stating that they would send the printer back. XXXX stated that I would have to contact XXXX to get the printer back. I don't understand why a chargeback was granted without Capital Once making sure I had the printer in my custody. I explained to her I now have to fight with a company who I opened a disputed chargeback on who most likely will not be hospitable to help me as well as possibly charging me to get the printer back, and there is still a great possibility that printer will not work, or the merchant may damage further out of retaliation. I asked for the legal team address but XXXX refused to provide. I asked for Capital One 's corporate office phone number, but all she gave me was the address and refused to provide me the corporate number. 

I am an XXXX XXXX XXXX military veteran, and my only income is my XXXX. I have a very small crafting business to make extra money to sublimate my income. And purchasing this printer was supposed to help elevate my business, and the generated sales would compensate the printer amount, but now has only added financial stress. This company did not deliver what was advertised, and I expect for my credit card company Capital One to help me, not the merchant. XXXX their decision on ALL the evidence, not one sentence from a submitted document that I proved was doctored. I have excellent payment history with Capital One and was very happy with their services until now. I am very disappointment with XXXX Ones ' treatment of me as their customer of XXXX years.

Company response to consumer: Closed with monetary relief