Consumer complaint received 2023-02-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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:
Hello, On XX/XX/XXXX, I went to the XXXX in XXXX, Texas to purchase any household items I could find being that this was during the COVID-19 surge. At that time my husband and I were looking for another TV because we were trying to purchase a home. The TV I had selected which was {$590.00} was not in stock so the CSR in the Electronics department suggested I go online. At the time I had a Walmart Credit Card along with the APP and he advised me to scan the barcode through the APP and it would tell me which XXXX had that TV in stock. I did so and it showed the XXXX in XXXX on XXXX XXXX which was perfect because I live in XXXX. I purchased the TV at that moment online and it was delivered on XX/XX/XXXX. XXXX. Upon arrival I had the delivery drivers place it inside my home close to the front entrance being that it was going to be placed in the living room. One week later due to COVID-19 my husband and I 's hours at work had been cut drastically therefore we decided not to proceed at that time with purchasing a home. The TV sat in the same location until XX/XX/XXXX, and at that time I decided to get the TV mounted as a Father 's Day gift for my husband. I found one of the very few professional installation companies to come out during COVID and install this TV. When they opened the box and took out the TV they noticed it was damaged. The damage to the TV was so bad that it was internal and would not even come on. I had purchased insurance on the TV as I have done with all my high-priced items or any electronics that I buy. When I called the insurance company that same day I was told by the rep that there was nothing they could do being that the TV was damaged before it was delivered to me. They even emailed me a letter stating the exact same thing. Acknowledging that they delivered a damaged TV I still have not been treated fairly. I rented a XXXX  that same day and took the TV back to that XXXX and they refused to take it. The CSR in the electronics department told me and my husband that they do not have anything to do with online purchases. I went back and forth with XXXX and Capital One regarding this purchase. I had previously had a Capital One Credit Card and then I acquired a Walmart Card. Both companies had combined together as far as business and finances so both kept placing blame on each other. I was told to submit all evidence I had which I did. I sent in pictures ; a letter from the owner of the installation company ; a letter from the insurance company XXXX uses ( XXXX ) acknowledging the TV was damaged prior to delivery ; and filing the formal complaint. Capital One initially credited my account but then reversed it because XXXX 's claim was that this was past the return date. Over several months of going back and forth even filing a claim with the XXXX XXXXis matter has not been resolved. Capital One/ XXXX has admitted to delivering me a damaged TV but has now sent this to a collection agency it is now on my credit report with interest payments and has also damaged my credit score.

Company response to consumer: Closed with explanation