Consumer complaint received 2018-07-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WI
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:
Not only is Capital one not allowing customers to use third party apps like XXXX to gain rewards for other programs ( XXXX XXXX ), I also owe them around {$1000.00} for a purchase I cancelled. 

I made a purchase with my Capital One card for a couch through XXXX. ( XX/XX/2018 ) I cancelled the order with XXXX the day after I ordered the couch. ( XX/XX/2018 ) I had to contact them 2 more times before I got a response. Turns out, they were emailing me. Even though I had told them specially not to, I said call or text only. Otherwise, I would not see the messages. 

Then, 2 weeks later, they finally sent an official notice that it was cancelled, no further action needed. ( XX/XX/2018 ) About three 3 days ( XX/XX/2018 ) later, an ~8 foot tall box was standing vertically on my door step, along with a ~4.5 foot long box. ( Photo attached ) Unable to open my front screen door and go in my own home while hold a car seat and a XXXX year old. Frustrating, but even if I did not cancel the order I had chosen the in home delivery ( photo attached ). I contacted them asking why it was still delivered when I had tried to cancel the order weeks ago and when they sent me the official cancellation notice a few days prior? 

They said it looked like the delivery service they hire decided to deliver it anyway so if I still wanted to return it I would have to pay {$150.00} for them to come pick it up. They knew they were dropping off a cancelled order. I was home, there was no knock, no door bell ring, nothing. 

XXXX refused to pick the package up for free or send me a refund and no one on resale pages were interested as a fully packaged couch seemed fishy or faulty. However, I didnt want these huge boxes sitting on my porch or living room floor forever. So, I ended up donating the couch and disputing the charge through capital one. 

Capital one denied the dispute and sent in the mail XXXX   proof which was about 20 pages of a decompressed thumbnail of a screenshot 2.5 inch x 3.5 inch of what I can only assume was their TOS because it was literally just a black blob. 

Capital one saw this and said it was proof. I literally went out and bought a magnifying glass to see if you could even make out words on these thumbnails but you could not. Not even with a magnifying glass. 

I decided to take the debt and give up because if they think its okay to treat a customer this way while accepting actually nothing from the company as proof then I have no chance of any financial justice. 

While reading an email from my XXXX XXXX app they said capital one isnt allowing their customers to access their own private data to use for points. Said that submitting a complaint is available. I did not know this was an option at all for any reason. So in my last efforts of redemption Im submitting this case as a complaint against Capital one.

Company response to consumer: Closed with explanation