Consumer complaint received 2022-10-14
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CAPITAL ONE FINANCIAL CORPORATION (CA)

XX/XX/XXXX I purchased some clothes from XXXX. Once the purchase was made I realized that my account information was automatically set to my old address in XXXX XXXX. I currently reside in XXXX. I immediately contacted XXXX on their website help center so i could notify them prior to the items being shipped. I attempted to call XXXX on their phone number but you are unable to reach them via phone. I continuously contacted them on their help center. I received an automated response on XX/XX/XXXX. The response acknowledged that they received my request but it was unclear. I emailed them back saying that it was unclear to me and gave them the correct address once again. They replied letting me know that their system does not let them change information once the order was placed. I contacted XXXX  to see if they can stop the item and send it to the correct address when it is shipped. XXXX told me that XXXX would have to contact them. I noticed XXXX and let them know that they needed to contact XXXX. The issue was never resolved. I disputed it with capital one and provided them with ALL of the proof that shows i did everything in my power to get my package delivered to the correct address. I even told capital one to reference the information that they have on file and they will see that it even changed my address from XXXX XXXX to XXXX with them because i no longer live in XXXX XXXX. Capital one has even sent me a new credit card in the mail to my XXXX address so that is proof i no longer live in XXXX XXXX. Capital one gave me a temporary credit of {$170.00}. On XX/XX/XXXX. I received an email from capital one saying my dispute was denied. I immediately called them and explained how it didnt make since that it was denied when i sent them all of the proof that i have been contacting XXXX since i made the purchase and noticed the items were going to be sent to another state. I sent capital one more proof via email. They said they would expedite my claim And have it reinvestigated. On XXXX capital one removed the temporary credit of {$170.00} from my account. They said it would be reissued once the claim was reinvestigated. Today XX/XX/XXXX capital one informs me that my claim is still denied because I did not cancel the items before they were shipped. I inform them once again that i IMMEDIATELY contacted XXXX once the order was placed and didnt get a response until XX/XX/XXXX. I informed capital one that their is absolutely NO WAY to cancel once the order is placed. I even sent them more proof from a XXXX email with them acknowledging that i cant cancel it. There is no way i should be responsible for items that were shipped to a COMPLETELY different state and i have given every bit of proof that i have and capital one can even verify in their system that i no longer live in XXXX XXXX. I even showed them proof of me telling XXXX to call XXXX. The item was not shipped until XXXX and was not delivered until XX/XX/XXXX. This couldve been resolved if XXXX fixed the issue when i immediately contacted them and it couldve been resolved if XXXX communicated with fedex like they requested. Capital one received all of the proof they asked for and still denied me for a reason that was not an option for me. Canceling the order was not something i was given the option to do. That is why i reached out to XXXX on their help center immediately after the order was placed on XX/XX/XXXX. I will be attaching the proof of emails here. Unfortunately ( conveniently for XXXX ) they wont allow you to go back to the help center and review previous contacts to them which would prove i immediately contacted them XX/XX/XXXX but Im sure you could get that information from XXXX. Im sure they have that information on their back end.