Consumer complaint received 2018-03-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR
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:
Capital One ReBill {$62.00} for XXXX Dispute. I purchased merchant from XXXX 's after market merchant reseler name " XXXX '' XX/XX/XXXX XXXX Order : Online order XX/XX/XXXX Order # XXXX Order received XXXX + XXXX XXXX Lithium Pet Hand Vacuum Capital One Credit Used XX/XX/XXXX -- -- -- -- -- message sent to XXXX which XXXX require contact directly with after market merchant -- -- -- -- -- I HAVE BEEN TRYING TO RETURN LAST 2 WEEKS. FROM XXXX ORDER WEB SITE NO INFORMATION ON YOUR COMPANY. FINALLY FOUND PHONE NUMBER BUT NO ONE COME OUT. NO RETURN POLICY WRITTEN OR FOUND. NO CHOICE BUT TO SEND EMAIL AND DISPUTE ITS CHARGE. PLEASE SEND XXXX NO AND ADDRESS FOR RETURN FOR REFUND. with giving my phone number, order number and address. 

On XX/XX/XXXX XXXX XXXX, " XXXX Sales '' XXXX wrote XXXX Thank you for your email. No problem getting you a refund. 
We are sorry to hear that you want a refund. We try very hard to accurately describe all our items and to include all the information needed for you to make the correct purchasing decision. All packaging must be included and the item must be complete. 
Refunds are not issued for any shipping charges. Please return the product to us and include : 1. Copy of this email 2. Name 3. Address 4. Order number if available 5. Reason for return 1. Keep coming out Handler. Easy to get stuck. Piled up dust in filter too quickly after few minutes or several minutes. Easy to loss of sucking power. etc. Too much trouble. 
For your protection, we recommend that you use XXXX or XXXX XXXX XXXX Mail for shipment so that it can be tracked and or verified that we received the item. Our address is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX Refunds are processed within two business days of receipt of the returned product. 
Refunds are credited to the account that was used to make the purchase. 
We look forward to assisting you in this matter and hope that we can work together again soon. Your time and business is appreciated. Thanks again, XXXX XXXX XX/XX/XXXX Respond and got XXXX number. Reason for return is " Defective '' XX/XX/XXXX -- - Sent Message to XXXX -- I am ready to return but unless you email me paid shipping lable I can not send. Please provid asap. 

XX/XX/XXXX Thanks for your email. We dont use prepaid labels since we shipped the item to you at our expense. We pay to ship to customers and customers have to pay to ship to us. 
Thanks for shopping with XXXX. Please let us know if we can assist you in any way. Thanks! XXXX XXXX Store On XX/XX/XXXX, at XXXX XXXX, XXXX Customer Care XXXX wrote : Dear XXXX , ** THIS IS AN ESCALATION ** Do NOT reply to this email Order number : XXXX Item name/number : XXXX/ XXXX XXXX XXXX Cordless Lithium Pet Hand Vacuum / Customer name : xxxxx Customer phone number : XXXX   Description of issue : Please contact the customer to arrange to cancel/return/replace an item they ordered from you What you need to do now 1. Contact the customer and provide a level of service that will satisfy the customer 2. Communicate directly with the customer and let them know what action you have take If there is a technical issue that XXXX needs to be aware of, open a support ticket referencing the order number and the issue/problem. 
Sincerely, XXXX Customer Care Issue : XXXX Refuse to provide Paid Return Label. Customer has to pay even product is defective. Keep falling apart or separate Vacuum part and Handle Part. Vacuum power does not last long. UPS Ground Shipment Cost with Insurance up to {$100.00} is {$20.00}. Why customer has to pay? no refund or guarantee from XXXX? 

XX/XX/XXXX Chat with XXXX : XXXX XXXX : Thanks for chatting with XXXX! XXXX XXXX XXXX and Ill be assisting you today. 
Enter Your Contact Information Please review your contact information and make sure it is correct before clicking Submit. 
First Name * Required Last Name * Required Phone Number * Required Email Address * Required Order Number Please briefly describe your reason for contacting us. *Required Refund on Order No. XXXX. XXXX XXXX Cordless Lithium Pet Hand Vacuum Due to Defective. Returned by XXXX XXXX no. XXXX Delivered on XX/XX/XXXX XXXX XXXX I paid {$20.00} for shipping. No Refund of {$62.00}. Pls Advise XXXX or XXXX Never refunded me {$62.00} in addition I lost {$20.00} for shipping for return on defective product. 

XXXX XXXX : Hello I hope you are having a great day! Im so sorry to hear that you are having issues with this refund and Ill do my best to help out. 
XXXX XXXX : For security purposes can you please provide your full billing address including city, state, and zip code that is linking with the XXXX account that was use to placed the order? XXXX XXXX XXXX : Awesome! XXXX XXXX : I was able to see that your item was sold and shipped by a third party seller ( XXXX ) please may I know if you already tried to reach them? As they fulfilled the item. 
Respond : They never responded back to me. 
XXXX XXXX : I'm so sorry to hear that! 
XXXX XXXX : Do not worry, you are in good hands. 
XXXX XXXX : For this reason, I'm escalating this incident to a specialized team. 
XXXX XXXX : And I will be glad to contact the seller in your behalf, to have this incident resolved in the best way for you. 
XXXX XXXX : I will be glad to request the best option for you, and in no more than 1 business day we will contact you back via emails, with the details of your refund process. 
I Responded : I also paid {$20.00} for Shipping back to them even though it was defective. Keep falling off the handle and vacuum part and sucking power looses sooner. ; Don't I get a reimburse on this unit? they were refusing to pay for it. 
XXXX XXXX : I'm so sorry to hear that! I really appreciate your time, to bring this incident to our attention. I'm happy to transmit your information to the proper department. 
: Our department will reach you tomorrow via email, regarding this situation. 

XX/XX/XXXX Before they reach me by email, I found out Captial One has Rebilled on XX/XX/XXXX today to my Master Card for {$62.00} for this order instead of Renfund after Capital one has made courteously credit was made. 

Appears on statement as : XXXX XXXX  XXXX AR XXXX XXXX XXXX XXXX XXXX  ... xxxx {$62.00} XXXX, AR XXXX Purchased : Mon, XX/XX/XXXX Posted : Tue, XX/XX/XXXX Spoked to several people in Capital One and expects me to fill out the form and return for dispute for. Just going circle and not being able to talk with Supervisor in the USA. 
Dispute Department and Fraudulent Department staff are out sourced and they informed me All Supervisors are in the US and I have to call back next day instead of they calling me back. 

XX/XX/XXXX There are {$4900.00} credit form XXXX but this is not amount that it should be. 
XXXX Grocery ... xxxx - {$49.00} AR XXXX ( XXXX ) XXXX Merchant Website Posted : Thu, XX/XX/XXXX Appears on statement as : XXXX XXXX AR XXXX XXXX I have tried every thing to return product that purchased with XXXX After Market Seller and contacted dozen times with XXXX '' s seller, XXXX and Capital one and ended up spending more than 12 hours for returning Defective Product. I already provided XXXX proof of delivery, not receiving {$62.00} for refund, Capital one expected me to do many works and had to speak with several people and not being able to resolve. 

With XXXX I can not tract any return and refund status especially with 3rd party XXXX 's reseller or aftermarket Merchant. They do not inform any of refund status. Third party Merchant does not communicate much especially after the merchant has sent back. It is not like XXXX that always keep track of all the order, return, refunds.

Company response to consumer: Closed with monetary relief