Consumer complaint received 2019-03-01
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:
As I was leaving the mall a sales lady at XXXX XXXX XXXX handed me a sample product and asked me to sit down that she had a product to remove the bags under my eyes. 
I wear reading glasses and put my glasses into my purse so she could apply the product. I ended up buying the product on XX/XX/2019. The product cost {$320.00} with tax and they also gave me a card for a " complementary non-surgical face lift experience '' valued at {$600.00}. After I signed the receipt the sales lady asked when did I want to come in for my {$600.00} special. I said I was in a rush and would call later and set a date for that appointment. I did not have my reading glasses on when the sales lady pointed to a place below my signature on the receipt and asked me to initial it. Unfortunately, I could not read what I was initialing without my glasses. I thought my initials were for the {$600.00} special card and that I would call later to schedule it. When I got home and looked in my mirror I was not happy, this {$300.00} product did not work my bags were back. I went back to XXXX XXXX XXXX the next day, XX/XX/XXXX around XXXX XXXX I spoke with a salesman and said I was not happy with the product my bags came back very quickly. I said I had not opened the product and wanted a refund. The salesman said we do not allow refunds and I took out my cellphone and called Capital One, the credit card company that I used to purchase the product. A man a Capital One spoke with the salesman and then the salesman handed the phone back to me. The salesman told me to leave and would not give me a refund. That was around XXXX XXXX on XX/XX/XXXX. I later called Capital One disputes section again ( around XXXX XXXX ) to make sure it was documented. On XX/XX/XXXX I  looked at my Capital One statement and this charge was not disputed. So I called Capital One and the lady in Disputes said because the credit charge had not cleared on XX/XX/XXXX the information that both Capital One employees had entered into the system disappeared. She took down my information and started the dispute again. Capital One sent me a ltr dated XX/XX/2019 requesting that I respond to their letter if I still wanted to dispute the {$320.00} charge. The envelop was run through a Capital One postage meter on XX/XX/XXXX. Within a day or so of receiving this letter I responded to Capital One on XX/XX/XXXX by mail and also faxed the letter. 

Capital One issued a letter to me dated XX/XX/XXXX and this is why I am filing a complain about Capital One : Their letter is requesting, " A second opinion on company letterhead from another merchant in the same field stating specifically what the original merchant did incorrectly, how the problem can be corrected, and what that will cost. I responded immediately upon receiving this letter. I stated in my XX/XX/XXXX letter that I mailed and also faxed to Capital One that I felt that it was not appropriate. " I do not believe I should find another merchant and ask them to comment on XXXX XXXX. I think you are asking me to conduct an unethical act. '' There were a few other questions in their letter and I responded to them. I received a telephone call the next day from Capital One and the lady said she received my fax and without the " second opinion on letterhead '' they would close the case and not in my favor. I told her I disagreed that I had never heard of a company requiring a customer to do such a thing. She said she would be mailing me their response in writing. 

So this complaint is about Capital One requiring a customer to get a second opinion about another company. I don't believe I could find another Spa that would be willing to do such an unethical thing. I tried to return the product within 24 hours of the purchase. I still have not opened the product and when I tried to return the product the salesman said no refunds and would do nothing for me. I believe I should receive a refund. 

Just one more piece of info : I have been a wonderful customer of Capital One for over 19 years, always paying on time and very few refund issues ( this may be the first ) and I am very disturbed that they treat a loyal customer this way.

Company response to consumer: Closed with explanation