Consumer complaint received 2021-06-25
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IA
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:
ATTN : CONSUMER FINANCIAL PROTECTION BUREAU Capitol One Dispute Team : Case # XXXX XX/XX/XXXX I purchased the Electric wheel chair on XX/XX/XXXX. Chair was delivered XX/XX/XXXX. Upon receiving the chair it was defective and not operating. We contacted the XXXX XXXX ( doc 1 & 1A ) right away about the problem, and to our dismay they would not respond to our emails which was our only way of contacting them. In the mean time we flagged their account with XXXX and that triggered a response. They sent sent a message that on XXXX XXXX they had issued a full refund. ( doc 2 ) I was a little hesitant to believe them based on the fact there was no return shipping label accompanied with the refund. So at that point I called Capitol 1 and they confirmed there was NO REFUND. So I started a dispute XXXX XXXX on the charge. On XXXX XXXX we received the shipping label via email. ( doc 3 ). We packed the chair up and sent it back using the shipping label provided. ( Document attached ) I then received a letter dated XX/XX/XXXX, which I received XXXX XXXX ( document 4 ) Capitol 1 had charged back my account stating no return per policy was received. Capitol 1 gave me three ways to respond, mail, fax, or upload the documents. I chose to send my proof of delivery and other supporting documents through the mail and allow them 15 days to respond per the letter. On XXXX I decided to call in and verify my documents had been received and ask if they had any questions. They said they had not received them. So therefore to be in compliance with an already tight deadline I faxed them to XXXX XXXX at XXXX XXXX XX/XX/XXXX. I spoke to XXXX we spent several hours on the phone with XXXX trying to locate the refund. We had no success. In our conversation I mentioned this being past the deadline she assured me not to worry that this was going to be extended since I had responded by mail and the postal is at times delayed. 

On XX/XX/XXXX I received a letter from Capitol 1 dated XX/XX/XXXX. ( Doc 5 ). It stated they had received my response, it lacks all of the previously requested information needed to validate your dispute. They had never requested information from me, so I was very confused. So I called in and spoke with XXXX he said that. The shipping Label address was different than the address of where the chair came from. He asked that I find the email from the merchant with shipping label attached to it. So I found it and uploaded ALL the documents AGAIN that day. When they could see that all information was accurate. He proceeded to on XX/XX/XXXX once again credit my account {$1100.00} I received the XX/XX/XXXX letter on XX/XX/XXXX ( doc 6 ). This letter said I had till XX/XX/XXXX to respond with documents. On XX/XX/XXXX I called in after uploading documents I was transferred to several customer service reps. The following : XXXX # XXXX she is the one that informed me that the case had been closed and that there is nothing further they can do I was out of time!!!!!! I explained that the letter sent out has given me until XX/XX/XXXX and that nothing in writing told me the case was closed. After some words she hung up on me. I called back and spoke with XXXX # XXXX she was very helpful and understanding. After reviewing the papers and the file she said she had many questions herself and asked that I give her 3-5 business to ask this be reversed. I agreed. 

Documents Attached XXXX are in regard to the merchant and their information which validates a full refund. 

I have chosen to file a complaint with the Consumer Financial Protection Bureau. 
I feel that Capitol 1 has been shoddy and incomplete with there investigation of this complaint. 
The information presented to them was NOT verified to be accurate. 
The information they gave me over the phone was not in writing or accurate. 
This complaint should of NOT been continued if in fact it was expired and I should of been notified in writing. 

XXXX XXXX

Company response to consumer: Closed with monetary relief