Consumer complaint received 2022-09-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ
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/2022 we purchased from XXXX XXXX cabinets and cupboards for a total charged on our Cabela 's Charge card, administered baby CapitalOne for {$10000.00}. 
We received the purchased merchandise on XX/XX/2022. Immediately, once the kitchen merchandise was received we contacted XXXX XXXX XXXX about the many broken, warped, maligned issues with the merchandise. On XX/XX/2022 a representative from XXXX XXXX arrived to review the issues and agreed that there are many issues with the merchandise. No one from XXXX XXXX XXXX would help us so we put in a dispute with the Capital One credit card company for which the accepted our dispute case. 
Please note that 3.5 weeks went by and XXXX XXXX XXXX would not communicate about the issues with the merchandise. We sent over 125 photos of issues. No response from XXXX. 
Once XXXX received notification that a charge dispute, according to the letter from Capital One, XXXX stated that " notification that goods were as described and received in good condition ''. This statement from XXXX XXXX XXXX was not correct for we immediately contacted XXXX XXXX XXXX and stated that we have big problems and they acknowledged these issues because XXXX set up for the XXXX XXXX representative to review the issues and our home. In essence XXXX LIED to Capital One. 
Capital One requested more information from us and we sent over to Capital via fax 23 pages of additional photos, information that they requested yet Capital One has gone ahead and released the funds to a total of {$10000.00} without our permission, never contacted us to discuss and we still do not have a remedy to the faulty merchandise which is why we pay with credit card, for the protection for the buyer of the purchase. 

On XX/XX/2022 we received a letter in our mail a letter from Capital One stating that our money had be released to XXXX for the purchase despite our requests to them that the issues had not be remedied. WE phoned Capital One and spoke to several individuals who blatantly LIED to us as well. 
XXXX, employee ID XXXX stated that Capital One does not make these decisions but that it falls into the hands of XXXX. We then spoke the XXXX 's XXXX, XXXX, who could not give us any information as he redacted and fell over his words. He had no idea as to what the protocol was for these issues. 

We then spoke to XXXX, XXXX call reference # XXXX at XXXX MST at XXXX. XXXX stated that XXXX does not provide protocol in disputes but that these issues fall into the hands of Capital One but that is not what XXXX, the first representative stated from Capital One and the XXXX there could not assist because he just was there and didn't know. 

So, we are putting in a this dispute to say that we have been lied to, duped and not protected by the credit card Capital One ( CAbela 's ). We have not received any assistance from XXXX XXXX XXXX for whom we paid to provide us merchandise for which we requested. 
WE provided pages of requested information to Capital One yet because the merchant provides a false one line explanation to the company, the consumers, which is us, is not protected and we still do not have a kitchen since the end of XXXX of XXXX, XXXX. But XXXX has been paid and they will not communicate with us, accordingly. 

We have been lied to and treated wrong from a merchant and lied to from the Capital One credit card company too. 

XXXX and XXXX XXXX XXXX XXXX ( XXXX )

Company response to consumer: Closed with explanation