Consumer complaint received 2023-01-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WV
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 used my Capitol One credit card to order one combination of flowers and strawberries online from XXXX. I encountered a problem so I contacted them by phone for assistance. This one ( 1 ) order ballooned into several different order costs : XXXX XXXX. XXXX Cost : {$89.00} ( XX/XX/XXXX ). After employee placed order, he stated it was no longer available. Thus, he cancelled this order. 
XXXX XXXX. XXXX ( second order but used same order no. as first order ). XX/XX/XXXX Employee placed a different order, cost {$130.00}. However I was wrongly charged {$160.00}. I am a Celebration Passport member so should not have been charged shipping/service fees. 
Tried again to correct the order for flowers and strawberries. XX/XX/XXXX Employee did not give me an order number, said it would be sent in an e-mail the next day. I never received this e-mail. Cost of the order this time was {$110.00}. Called company again asking for order number e-mail. Never received it. 
XXXX XXXX. XXXX was placed XX/XX/XXXX by employee, cost {$120.00} after employee removed shipping and service charge. 
Ordering this one flower arrangement and strawberries had become so confusing that I called the company on XX/XX/XXXX and asked them to cancel everything. I did not want any flowers or strawberries at all. They assured me they would cancel the order and that no flowers or strawberries would be sent. Eventually the company refunded {$160.00} to my card after several phone call requests. However the cost of {$120.00} was not cancelled as promised. I worked with five different employees trying to make sure order was cancelled. One employee assured me stating we were on a recorded line and that she was an honest person. Finally employee assured me order was cancelled and I would see it on my statement in a month or two. I asked for an e-mail confirming this. I never received it. 
I responded to credit card company request letter. I provided the following as requested : case number, merchants name, date of transaction, disputed amount, my response to documentation sent by merchant, screen shots of all orders as everything was done by phone ( there was no sales invoice or a purchase agreement ). 
dates and times of phone calls with employees when ordering and cancelling order, a copy of my phone log, and my phone text log. 
Answered NO to the question, were you advised of the cancellation/return policy at the time of sale? 
I printed screenshot of policy for damaged items/refunds/redeliveries and exchanges. 
I faxed my response via XXXX on XX/XX/XXXX at XXXX to the credit card company ( 13 pages which included screenshots of order, and phone logs. ) Information was due to them by XX/XX/XXXX. I received a response XX/XX/XXXX from credit card company stating that I did not send all of the information requested needed to validate my dispute. They stated that based on the information they have, they are not able to assist with my claim. They said to contact the merchant and work directly with them. They considered my case closed. They did not identify the information they said was lacking. I had sent information detailing how I had worked with 5 different employees trying to eliminate the problem. 
The credit card company said I would receive a letter in the mail so to watch for it. I never received this and noted that charges were back on my card. I contacted them and was told the document was on line. I asked where to find it and was told to click on I want to link, then select view online documents. In XXXX I had a dispute with a hair company and never received anything in mail from credit card company. They put that charge back on my card. It was not until this situation that I learned a document was in this online place for that dispute. However, each time I was told the information would be mailed to me.

Company response to consumer: Closed with monetary relief