Consumer complaint received 2022-10-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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, we received a quote from XXXX XXXX over the phone. We proceeded to place an order for a palette of XXXX XXXX for {$350.00}, order # XXXX using our Capital One credit card. After realizing the shipping charge was higher than what was quoted over the phone, we called back and were advised by the associate to cancel the order online for a full refund, and place the order over the phone for a better shipping rate. 

We cancelled the order online, and immediately received an order cancellation email. It stated our order was 'Refunded ' with our original payment method underneath. We placed a second order for the same palette of grass over the phone. When we asked when we would receive the refund from the original order, we were instructed it could take up to XXXX business days to go back onto our credit card. Store credit was never mentioned, over the phone, on the website in their policies, or in the email, and if it was, we would not have cancelled this order, or would have used the store credit to make the second purchase. 

After XXXX business days, we still did not receive a refund, and called XXXX XXXX to follow up. The front desk clerk mentioned it was refunded on their end, so if we haven't gotten it yet, to call our credit card company. 

We filed a dispute with our credit card company, Capital One. Capital One has been extremely difficult to deal with, with us speaking to them for over XXXX XXXX on the phone. The first few representatives completely misunderstood the case, and filed XXXX incorrect purchase adjustments onto our account. 

On XX/XX/XXXX, we finally spoke to a XXXX that admitted Capital One made a mistake, that it is very clear we were owed a refund, and refunded us the money. The very next day, the {$350.00} credit was overturned again. We called back, and Capital One sided with the business, claiming XXXX XXXX provided proof that they had given us a store credit. We told Capital One that is not what was agreed upon during the transaction, and submitted the email that states the order was Refunded to Capital One as proof. Capital One continued to side with the merchant, despite the merchant lying about the promised refund in full. 

We called XXXX XXXX on XX/XX/XXXX and again on XX/XX/XXXX to try to understand what is going on, and the associate that answered the phone agreed that we are correct, and that it is supposed to be a refund. He didn't know why the owner of the company was stating otherwise in the legal dispute with Capital One, and that he can try to do whatever he can to get our refund. He made it clear that it is not some kind of miscommunication, and that the owner is purposely not refunding us the money owed. We asked to have the store owner or anyone on management team to call us, however after days of waiting we received no call back. 

XXXX XXXX owner XXXX XXXX has completely avoided any communication with us through this issue. We were bait-and-switched from receiving a full refund as promised. No product was delivered or service was performed. We have no account with XXXX XXXX, and their website defaults to a Oops! That page cant be found. dead link when clicking View status of your order. If we were made aware of a Store Credit, we would have used it to place the second order with the retailer, and are currently still trying to everything we can to recover our money in full from the purchase. 

Capital One is not accepting the Refund confirmation emails as proof, and is siding with XXXX XXXX despite XXXX XXXX shady practices. We believe XXXX XXXX is breaching Floridas deceptive and unfair trade practices act, and Capital One is denying the protection we assumed we had as our credit card provider.

Company response to consumer: Closed with explanation