Consumer complaint received 2017-06-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR
Product: Credit card or prepaid card
Sub-product: Store credit 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:
XX/XX/XXXX Made purchase at XXXX XXXX XXXX XXXX in XXXX, Oregon {$87.00} I requested to use my XXXX XXXX credit card for purchase I told the associate that I wanted to make a payment for this purchase while I was at the store. Associate XXXX rang up purchase, accepted personal check in the amount of {$87.00} for payment of purchase and entered the payment information into the register. The associate attempted to complete the transaction a different register and told me that my XXXX XXXX credit card had been declined. She checked and found that the XXXX XXXX cc which was issued through Capital One was no longer valid as Capitol One was not the company now used to cover the XXXX XXXX cc. At that point I opted to use my VISA card to complete the purchase. As the associate had already accepted the payment check and rang it up on the register she said that I could contact XXXX XXXX customer service to have a refund issued to me in the amount of {$87.00}. She provided me with the customer service phone number of XXXX. A couple days later I called the customer service number provided to me to initiate the process to have my payment refunded. I was transferred to the credit card unit where I explained the situation. I provided all of the account information to the call taker who checked in the XXXX XXXX purchase history and showed both the purchase on my Visa card, and the payment made by personal check. I was told that a refund check would be issued to me in 10 30 days. In XX/XX/XXXX I called again and spoke with XXXX who said that a paper check had been issued on XX/XX/XXXX and mailed out. I advised that I had not received a check and was assured, once again, that a check would be re-issued within 30 days. On XX/XX/XXXX I called again and spoke with XXXX who said that he was able to access the history of the my phone calls, verified that there had been an payment made by me and should be refunded to me and assured me that a check was being processed to be sent to me in the amount of {$87.00}. XX/XX/XXXX at XXXX XXXX I called to verify that a refund check had been requested and would be sent to me. There was no record of a check having been issued but I was assured ( once again ) that a request for a check would be submitted and would be delivered to me in 10 30 business days. XX/XX/XXXX at XXXX XXXX I called and spoke with XXXX. I was told ( for the 5th time ) that the records did in fact show that Capitol One did owe me {$87.00} for a payment on XX/XX/XXXX. I was told Yes - a refund check would be issued to me. XX/XX/XXXX XXXX XXXX I called the Capitol One General Customer Service number XXXX which was provided on their website. I spoke with XXXX and explained the situation and the number of times I had called to get this matter satisfied with a refund check. She too was able to read the log of my calls and what information had been given to me in each call. She then transferred me to XXXX who was going to help me get this resolved. XXXX too accessed the call history and said that a check had been mailed in XX/XX/XXXX but had been returned as undeliverable. I explained that I had lived at this address for over 12 years and had not had a problem with having mail delivered. He read to me the address that they had in their records and I confirmed that was the correct address. XXXX said that he was requesting a check be issued to me to end this transaction. He assured me that a check would be coming in between 7 14 days. He gave me a phone number to call back if I had any questions. That number is XXXX. I called this number the next day to verify the address that they had in their records, XXXX assumed me that they did in fact have the correct address and the check was going to be issued and sent to me. NO CHECK ARRIVED. On XX/XX/XXXX at XXXX XXXX I called XXXX and spoke with XXXX. He said that on XX/XX/XXXX a check was issued in the amount of {$87.00}. He said that he would check on this and get a tracking number to provide to me and call me in 24 hours with information on what action is being taken and when this will be resolved. XX/XX/XXXX XXXX XXXX no call has been received from XXXX at Capitol One. I know that Capitol One has a record of my address somewhere in their files as I get multiple offers in the mail to apply for a Capitol One Credit Card. If they have the information to send me offers surely they have that same information to send me a refund check. I feel that I have been more than patient in this situation. Were the " shoe '' on the other foot, Capitol One would be requiring that I not only honor my commitment to them to pay my debt - but would  charge me interest if my payment was late.

Company response to consumer: Closed with explanation