Consumer complaint received 2017-06-01
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:
In XX/XX/XXXX, I purchased an item through XXXX ( a cash register ) .. see below : Customer ID : XXXX Account Number : XXXX Dear XXXX XXXX , Thank you for shopping at XXXX! We 're delighted we had what you were looking for! Your order should be processed and ready to be shipped within 1-2 business days. In some cases, we will also contact your bank for further verification. To prevent delays, please ensure that your billing address and phone number match with the information your card issuer has on file ; XXXX takes these measures to protect our customers from debit/credit card fraud and identity theft. * Below is  your order confirmation. Please keep a copy for your records. Check your order status. Order Summary Sales Order Number : XXXX Sales Order Date : XX/XX/XXXX XXXX XXXX  Shipping Method : XXXX 3Day 1 x ( {$730.00} ) XXXX XXXX XXXX All-in-One Point-of-Sale Platform for XXXX XXXX {$730.00} 1 x ( - {$300.00} ) Redeem XXXX XXXX {$300.00} Subtotal : {$430.00} Tax : {$0.00} Shipping and Handling : {$4.00} Total Amount : {$440.00} -- -- -- -- -- -- -- -- -- -- -- -- THIS PRODUCT WAS NOT A WORKING PRODUCT. SO WE SENT IT BACK TO THEM : Dear XXXX XXXX, Your return ( RMA Number : XXXX ) was successfully delivered to the returns warehouse on XX/XX/XXXX. Once the returned package is opened, we will notify you via email to inform you of the contents received. Please allow 3-5 business days ( 7-10 for  laptops/notebooks/desktops/tablet PCs, due to the fact that they must be tested first to verify any defect ) for your return to process. Due to item availability, some repair/replacement returns may be delayed or refunded. Sincerely, Your XXXX Customer Service Team ________________________________________________________________ THE COMPANY TRIED TO SEND BACK THE PRODUCT TO US EVEN THOUGH IT WAS DEFECTIVE STATING THEY CANT ACCEPT BACK ANY PRODUCT WITHOUT THE ORIGINAL BOX IT CAME IN. WE WANTED A REPLACEMENT PRODUCT NOT A REFUND, BUT THE COMPANY REFUSED TO DO SO, AND RETURNED THE PRODUCT TO US, WHICH WE REJECTED, SO IT WAS SENT BACK TO THE COMPANY : XXXX Tracking XXXX Tracking Travel History Date/Time Activity - XX/XX/XXXX - Tuesday Manage Learn XXXX Office Login XXXX Ship date : Mon XX/XX/XXXX XXXX XXXX XXXX, CA US Delivered Signed for by : XXXX See attached for better display of how they have the product. I contacted Capital One several times to have them dispute since the dispute process with XXXX had failed. XXXX refused to return my money or refused to give me a product that works without the original packaging. MY QUESTION TO THEM WAS.. WHY DOES THE ORIGINAL PACKAGING MATTER ON A DEFECTIVE PRODUCT? WHY CA N'T THEY SEND ME A REPLACEMENT PRODUCT WITHOUT THE ORIGINAL PACKAGING? We took this problem to Capital One, they initially credited back the funds while investigating and although the information was given to them to make the proper decision as they restated everything on their monitored and recorded phone conversation to us, they wanted to send out a letter to us and I feel this was a stall tactic as the letter was never received, so when I called them back today XX/XX/XXXX to see why they put the charge back on my account and where the letter was, they stated that because the letter was never returned to them with my claim, they ca n't credit back the account, but they will gladly re-open the case. I was on the phone with them 2 hours for them to state that after reviewing the case, they see that it was indeed back with the merchant but the 60 days from the date of claim has surpassed, which that is not the case, it was started end of XX/XX/XXXX and they have to close the case with allowing the merchant to have the charge, but they will give us {$210.00} credit just because. This does not make any sense to me. This is not just, I should not be out of a product and out of the money I spent on it. Please see attached docs. Thank you, XXXX XXXX

Company response to consumer: Closed with explanation