Consumer complaint received 2019-02-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
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:
I purchased supplements and oils from XXXX Ordered on XX/XX/XXXX Order # XXXX totaling {$290.00}. I contacted XXXX right away because the shipment was damaged and items were damaged and incorrect. They did a XXXX pick up and all items were returned. I am going to attach a screen shot so you can see the items were returned and accepted by XXXX. They only refunded me for {$15.00} and had no reasoning for it. 
I have chatted with them various times, many phone calls and each time they tell me they don't know what happened and why I was only refunded a portion of the order when alll was returned. I am told they will escalate the concern and then nothing happens. 

So I got my bank involved hoping they would take care of it. I have documented everything to them and they refuse to continue and close the case saying that they merchant says the products were not returned in the same condition when that is a GIVEN and we all know that. They said that they found no error in their processing when I have direct chats with XXXX that show they made errors and admitted to it. The website clearly shows that they made mistakes in their handling of the refunds. 

1. I have proved the weight of the package sent and the package received are the same weight. 
2. I have proved that XXXX was alerted the items were damaged PRIOR to the request for the return - thus your reply as that is the reason why you are not proceeding with the dispute and find no error is FALSE. 
They knew it. 
XXXX. All items were returned, I have tracking numbers and proof on the XXXX site. XXXX site shows that all items were received. They make mistakes all the time. 
XXXX. I have a direct chat with an XXXX rep who admits they made a mistake with no refunding this whole order and tells me they will escalate the concern, but then they never follow up. 
XXXX. I have talked with the shipper and they support me and will send documentation as needed. 

Here is the proof that they were returned taken right from XXXX website on my account page. 

Return/Refund Status Unable to load image Details XXXX Seed Oil XXXX Bag with XXXX Single ... 
{$15.00} Refund issued for XXXX of XXXX items {$15.00} refund issued on XX/XX/XXXX. 
Return received on : XX/XX/XXXX Return received. Processing your refund for XXXX of XXXX items Return received on : XX/XX/XXXX Unable to load image Details Enhansa Curcumin XXXX ( XXXX ) {$130.00} Return received. Processing your refund for XXXX of XXXX items Return received on : XX/XX/XXXX Here is a chat I had with XXXX and they confirm that I should have been refunded : hi I need my return tracking numbers for this order please Ordered on XX/XX/XXXX Order # XXXX You are now connected to XXXX from XXXX XXXX : Hello, my name is XXXX. I'm here to help you today. 
Me : Hi I have to dispute these charges with my bank since you did not refund in full although all items were returned So my bank needs the returned tracking numbers for the order please. 
XXXX : Upon checking with the refund status i see that a total refund of {$300.00} was refunded Me : for the entire order? 
That is not shown online or with my bank, XXXX : XXXX XXXX refund was processed on Friday, XX/XX/XXXX XXXX PM {$290.00} Me : nope here is what we have XXXX : Tuesday, XX/XX/XXXX XXXX PM {$15.00} Me : ails Ordered on XX/XX/XXXX Order # XXXX View or Print invoice Shipping Address XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX United States XXXX XXXX XXXX XXXX XXXX Order Summary Item ( XXXX ) Subtotal : {$290.00} XXXX & Handling : {$0.00} Total before tax : {$290.00} Estimated tax to be collected : {$0.00} XXXX XXXX : {$290.00} Refund Total {$15.00} Transactions Only partial refund of {$15.00} was processed. 
That is from your website do you see it? 
I just copied that today I am on the phone with my bank right now. 
XXXX : Can you ask them to check if they see any refund of {$290.00} Me : I am asking now. 
are you XXXX percent sure of the date XXXX : XXXX, that is when the refund was processed, let me check this for you again Me : they tell me that you denied my dispute and only issued me {$15.00}. she is checking to see if a credit went through. 
XXXX : Okay, i am checking as well Me : She is checking ... 
She doesn't see anything for that order. 
She checked thoroughly and nothing, XXXX : XXXX, let me check with my lead as well. please allow me few moments XXXX Me : All items were returned so I also need all of the tracking numbers when you get back please. 
XXXX : XXXX i please know the reason why you returned these items back to us? 
we did not issue the refund as the item was received in a damaged condition. 
so Me : Did you find anything out about the returns? you said you were checking You said a refund was issued but it wasn't what did you find out? 
All items were damaged and returned to you as received. I notated that when I did the return. 
I need those tracking numbers so I can send them to my bank, please. 
Why did you say you refunded me but you didn't? 
XXXX : XXXX here is the tracking number just under the refund status it says charge back I did not notice that. We are sorry the items arrived in a damaged condition. That is not how we like to do business and you are correct you should have received a full refund. 
Me : Is there only XXXX tracking number XXXX : Yup only XXXX tracking number Me : Why didn't you refund me as you said you did XXXX : I am sorry for the confusion, i just checked with my lead and my lead informed that the refund was not processed Me : why? 
XXXX : So what you did was you contacted bank and disputed the charge, so bank people after investigation refunded {$15.00}. It looks like there has been some confusion. 
We can raise a ticket to the returns team to check if they can check condition of the items and can issue the refund. 
please let me know if I've to raise a ticket. And please also recontact your bank with this information. 
Me : Please do that. 
On XX/XX/XXXX, at XXXX XXXX, XXXX wrote : I will not accept to be treated like this by XXXX and now by my own bank. 
I am a XXXX person, These orders were for supplements to treat a chronic illness. This is a lot of money to someone who lives on social security XXXX and banks need to be monitored. They are not handling this properly. I have filed a BBB complaint against XXXX and Capital one as well but I have no idea how much good that will do. 

Please help me.

Company response to consumer: Closed with explanation