Consumer complaint received 2022-08-19
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:
I was given a damaged/defective sectional from the furniture company XXXX XXXX back XXXX XX/XX/XXXX. I contacted the merchant to advise them that the wood frame in the back of the sectional sticks out and hurts your lower back when you sit on it. I tried to work with this company to resolve the issue with my sectional. They gave me replacement cushions which did not work. I requested everything, return for replacement, a return for refund or an as-is credit that would fix this issue and they refused to assist or hung up on me or gave me the run around. I continued to go back and forth with XXXXXXXX XXXX for a while with no resolve and finally gave up and contacted my Capital One card for the {$1200.00} dispute and submitted all my documentation they requested be submitted by XX/XX/XXXX. I submitted and have proof that I submitted all documentation to the Capital One upload link they provided me on XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX. Capital One then told me that the 2nd opinion I provided needed to be on a company letterhead. I requested and sent them another 2nd opinion on a company letterhead from another furniture company too which I then submitted to them. I have spoke with numerous agents at Capital One that all made me think my claim was almost resolved and that I would be receiving my money back soon. They told me all they needed was my 2nd opinion on a company letterhead. I was able to provide that to them & I spoke with another Capital One agent on XX/XX/XXXX that confirmed they received it through the secure link and even said he opened it and confirmed this was all the information they needed out of all the documentation I sent to them. I asked when I should receive my money back and the agent said that the back room takes the documentation and then once confirmed I would get my money back. However, after XX/XX/XXXX I never heard back from Capital One & no one contacted me about my case being closed. I then received a letter 3 days ago ( but is dated XXXX ) stating that my case was closed due to the timeframe for this charge expired. They refused my claim and misled me into believing that I could submit my documents to them and get my money back and then closed my case after I submitted everything they requested from me. This is a violation of a customers rights to mislead them into thinking Capital One is helping them, when in fact they advised me that my case was always going to be closed regardless of what documentation I sent. I couldnt believe what I was hearing. I spoke with a Capital One supervisor on XX/XX/XXXX & again on XX/XX/XXXX and they just continue to tell me the same thing that my time frame has expired. So essentially they allowed me to believe they would help me, I took my time out to submit everything they wanted and then they stopped caring and closed my case and blamed it on expired time? How could this make sense? I did everything as a customer to try and resolve this with both the merchant and credit card company and I am not receiving any help whatsoever. All I want is for this to be over. I do not want this defective sectional. I have had 2 companies confirm that there is something defective with the sectional including my 2nd opinion from XXXX XXXX XXXX that was sent to Capital One that stated the wood frame was bowed on the sectional and was not made correctly. I just want Capital One to give me back my money. I shouldnt have to keep a damaged/defective item and have to keep this charge on my credit card when I can not use the product and the merchant will not take the item back or refund me back my money. Please please help me.

Company response to consumer: Closed with explanation