Consumer complaint received 2021-11-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
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 have been a long time loyal Capital One customer. I pay my bill on time every month and haven't had any issues until now. In XXXX, I made a purchase for a mattress from a company called XXXX XXXX using my Capital One card. The purchase amount was {$840.00}. I was fine with the mattress at first. However, I weigh XXXX lbs, and after the first few months, I noticed the mattress sagging. Six months after the initial purchase, I went online and tried to go to the XXXX XXXX website to contact the merchant for a refund. The product had a " risk-free '' 18 month return policy that stated I could return the mattress for any reason within 18 months for a full refund. I quickly realized that the merchant is gone, completely off the map. The website is gone and they will not respond to contact attempts. I saw that there are a lot of other folks trying to reach them as well. The XXXX  site shows the extent to which this merchant has acted fraudulently. Again, they have completely disappeared. I contacted Capital One to see if I could dispute the charge in XXXX. I spoke with two representatives initially, both of which located the charge. Both indicated that they could dispute the charge. I provided all of my info to the second representative, and was sent a letter requesting additional info. Neither representative mentioned a 60 day limit on disputes. Please also keep in mind that this is not a standard purchase. A lot of mattress companies ( XXXX XXXX included ) wont even let you return the product before thirty days. I sent in everything they requested immediately. I spent several hours on this, between talking to the two agents, compiling the info they wanted, completing the forms, and faxing the info to them. I also spent my money to fax this info to them. The only other option I was provided was mailing, which I would also have had to pay for, and due to the issues with USPS currently, I wanted to be sure they received the info they needed via fax. I sent them previous correspondence with the merchant, portions of the website I had copied and pasted at the time of purchase, pages from the welcome guide detailing the 18 month return policy, etc. They didn't even review what I sent. Within a day, I received a notice saying that they can't assist because of the 60 day limit. At this point, I'm frustrated not because they can't assist, but because they've made me jump through hoops for no apparent reason. If there is a hard 60 day limit, they should have told me that initially instead of making me waste my time ( and money ) submitting documents and info to them. I called Capital One back to let them know of my frustration, and spoke with a third agent. This agent told me not to worry, because they would open the case back up if I could submit documentation that the product is defective. I spent almost 40 mins on the phone with this agent. I then compiled the info she requested ( again ), took photos of the product sagging, and submitted this info to Capital One. Again, I immediately received a notice saying Capital One can't assist because it's been over 60 days. I called back tonight and asked for a supervisor. I was not given any explanation as to why not one, not two, but three agents never mentioned the 60 day limit as being the end all be all. In fact, the third agent had me jump through more hoops and send more info after telling me not to worry. I am incredibly frustrated because not only am I out {$840.00} due to a company that disappeared off the face of the earth, but Capital One, who is supposed to " have my back '' has been atrocious here. If I had called initially and been told that they couldn't do anything because of the 60 day limit, I would have been disappointed, but fine with that. I have wasted so much time ( and my own money faxing documents ) for absolutely no reason. They had no intention of doing anything about this charge, and have made me waste my time and money. Capital One has been misleading for sure, but I would go so far as to say that they have flat out lied. I should have been given accurate information the first time I called. Now I'm out the {$840.00} PLUS several hours and the money I paid to fax documents to them for fun apparently. Capital One has offered no solution to this. If one agent had given me incorrect info, I might be more understanding. I spoke with three agents prior to this supervisor. I have been a long time customer, but this makes it clear how unethical this company is. I went to them for help when I was XXXX by one company, and they managed to XXXX me further instead of assisting.

Company response to consumer: Closed with monetary relief