Consumer complaint received 2025-11-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR

Complaint narrative:
XX/XX/year> I bought a XXXX printer from XXXX with my Capital One credit card for XXXX USD. The website advertised it as a new unit. On XX/XX/XXXX I received the unit and started having issues with it out of box. XX/XX/XXXX I messaged XXXX asking for either a partial refund or a replacement. They told me to send photos of what was wrong with the XXXX printer, so I did. They immediately told me steps that needed to be taken to fix the printer and blamed me for the damaged done to the printer. In my email, I wrote that it was damaged during FIRST use due to the sensor light being non-functional. I also wrote that the repairs they tried to recommend to me was something that was already done. They said they were going to initiate a replacement for me even though I didn't say that is what I wanted, I was considering either a replacement or a partial refund. They never sent me a shipping label back and they never gave me a partial refund. 

So I contacted Capital One for a dispute. I submitted evidence of the damaged parts alongside texts with my husband with highlighted times and dates proving that there was issues straight out of the box. 

Capital One on XX/XX/XXXX sent a letter to my house stating that XXXX was challenging my dispute, and I received this letter on the XX/XX/XXXX. I received their email to upload documents but every time I tried to upload the documents I would get an error so I contacted Capital One several times and got several new links which didn't work. I left for vacation XX/XX/XXXX and didn't comeback until the XXXX and my case closes XX/XX/XXXX. I submitted my evidence through a PDF around, I want to say XXXX XXXX on XX/XX/XXXX. On XX/XX/XXXX I get an email at XXXX XXXX saying that Capital One sided with XXXX 

Today on XX/XX/XXXX I called Capital one and after an hour long conversation and three different people. I get to a account manager. She explains to me they sided with XXXX because they " proved '' that the item they sent to me was in good working condition stated to their site and when I challenged that statement by saying " I believe if you buy a brand new item and it doesn't work straight out of the box and is needing new parts then its not in good or working condition '' and she then proceeded to tell me I had to do a handwritten statement about all of this information about the dates and times about all of this when it happened. No where does it say in the dispute letter they sent me does it say I need to write a statement and several Capital One representatives that I talked to also did not say that. 

Capital One denied my claim on XX/XX/XXXX the same day I submitted it, THEN on XX/XX/XXXX told me for the first time that I needed a handwritten statement. They made their decision without informing me this was required. If a handwritten statement was necessary to evaluate my dispute, Capital One should have informed me of this requirement before denying my claim, not after. 

Additionally, I have been double-charged for this printer. I was charged on XX/XX/year>, this was the only thing on my card at that time, and I paid off the {$140.00} charge on XX/XX/year>. On XX/XX/XXXX Capital One did a purchase adjustment adding the {$140.00} charge back to my account- this was BEFORE I received the letter on XX/XX/XXXX stating that XXXX was challenging my dispute. I then submitted my rebuttal evidence on XX/XX/XXXX, and Capital One denied my dispute that same day. I have now paid {$290.00} total for a single {$140.00} defective printer. I paid off this second charge on XX/XX/year>. 

The dispute letter I received stated my response should include 'any of the supporting documentation listed below. ' I provided photographic evidence of the defective items and timestamped text messages showing the issues occurred immediately upon receipt. The letter did not explicitly state I needed to write a separate narrative statement- it only requested supporting documentation, which I provided. Capital One denied my claim, then told me I should have written a statement, but this requirement was not clearly communicated in their letter.

Company response to consumer: Closed with explanation