Consumer complaint received 2022-06-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Credit card or prepaid card
Sub-product: Store credit 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:
This complaint is part of previous complaints that have been made to CFPB regarding this same matter. Neiman Marcus/CapitalOne keeps charging me for an item that I have proven time and time again I paid. Previoius case numbers : Creditor : Neiman Marcus/Capital One N.A . Order Number XXXX Complaint Numbers : XXXX, XXXX, XXXX, XXXX, XXXX, I purchased the XXXX XXXX back in XXXX. It was damaged and replaced twice. This last time, it is being replaced because creases, lumps are all over the piece. Because I like the piece, I wanted to keep it. Should I have any more problems with this item, I am going to return the item for a full refund. XXXX XXXX, Offline Service Recovery Specialist/Neiman Marcus Direct , Neiman Marcus Group XXXX XXXX, offered as a final solution should anything else go wrong with the item. 

Back on XX/XX/XXXX, I spoke with supervisor XXXX, # XXXX, at XXXX p.m. I contacted Neiman Marcus/Capital One because I received notice via email that my statemen was ready. When I viewed the statement, it had a balance of {$2300.00} ; however, my previous statement ( XX/XX/XXXX ) showed a credit balance of {$210.00}, and the amount owed on the statement was {$2100.00}. XXXX XXXX stated that because the item was shipped and they charged the item back to me and once the replacement item is picked up, the account will balance itself out. She stated that should the item not ship prior to my next billing cycle, to make the minimum payment to keep the account in good standing and my money would be refunded. I found this to be daunting as Neiman Marcus can not get my account correct, and the item is paid for back in XX/XX/XXXX. 

On XX/XX/XXXX, I received another statement. This time the statement had a balance due of {$4700.00} with a minimum due payment of {$49.00}, due by XX/XX/XXXX. I am tired of calling trying to get Neiman Marcus/Capital One to get my account straighten out. I am tired of each time I speak to someone, I must re-explain everything, and nothing gets resolved. Too many hands on one account and no one is speaking with anyone. Does not look like they are reading the notes to understand my concerns. In viewing my online statement, it references the following information : DATE Description Category Card Amount XXXX XXXX XXXX XXXX Merchandise XXXX {$2600.00} XX/XX/XXXX XXXX  XXXX XXXX Merchandise XXXX {$2300.00} This card ( XXXX ) was lost over two years ago and replaced with card number ending in XXXX. Why do they continue to charge a card that no longer exists? Why are they referencing this credit card? What Neiman Marcus/Capital One is doing is affecting my credit and score. The more I show in purchases, the more I lose in points, and it is showing I am over my credit limit. 

To show you just how bad it is. Review the current statement I have attached. You will be able to see how bad their accounting is. Why am I being charged two different prices for the same item? Why am I being charged twice for the same item. I only purchased one item and is in the process of exchanging this item? Also, XX/XX/XXXX, I received and was issued an Adjustment Confirmation, of {$430.00} applied to card number ending in XXXX. Again, why do they continue to reference this credit card. Neiman Marcus/Capital One has issued several credits to me which I have addressed in previous complaints. Only one has showed up on my card ( XXXX ). 
I do not owe Neiman Marcus anything. They issued me a check a month ago that referenced credits. I assume this check was for all the credits they stated was being applied to my account. 

I have put in a complaint to the FTC as well. Why is it that the consumer is affected by the ill-mannered way in which Neiman Marcus/Capital One handle their exchanges? All this order has ever been is an EXCHANGE, NOT a PURCHASE. Again, this item was paid off again back on XX/XX/XXXX. Why do XXXX keep treating this situation as a purchase????

What is it that Neiman Marcus/Capital One is going to do to rectify this issue and concern I have in protecting the integrity of my credit? Neiman Marcus/Capital One continue to send letters that reference none of my concerns. They are responding just so they can say they responded to me. If your response is not addressing a solution, then what are you covering up? Your lack of duty to make sure that your company have efficient tools to track purchases and exchanges. 

cc : XXXX XXXX XXXX

Company response to consumer: Closed with explanation