Consumer complaint received 2025-01-12 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: NY

Complaint narrative:
I placed an order on XX/XX/XXXX to purchase clothes. The return policy at checkout was that you could cancel for a full refund if you cancelled before your order shipped. You could return and cancel for a full refund if you returned your items within 30 days after receiving them but to contact them first through their email. On XX/XX/XXXX I emailed the merchant using the email address provided in my invoice, before I received any shipping notification. The merchant did not respond. On XX/XX/XXXX, I called Capital One to tell them that I hadn't received a shipping notification or response from the merchant and wanted to dispute the charge. Following the call, I raised a dispute online. On XX/XX/XXXX, I received a shipping notification despite my email to cancel but the merchant 's name had changed. The website I bought from was no longer there ; the link in my invoice and shipping notification took me to an error page. The email address had changed as well ; that same day, XX/XX/XXXX, I sent emails to cancel the order to both the original and new email addresses. No response from the merchant. On XX/XX/XXXX Capital One sent a dispute update letter that my dispute was being rejected due to the response of the merchant. In the dispute update, the merchant 's name, email, and website had changed a third time ; they claimed that they had not received any contact from me. This was impossible since they had changed their website and contact information without providing me with any way of knowing that and ignored the emails I sent to the email address provided to me in my invoice and shipping notification. When the package arrived, the items I had received were completely different from what I ordered. I sent new emails to the emails address in this new website, which also received no response. I called to appeal the dispute on XX/XX/XXXX and to further confirm the process on XX/XX/XXXX. I uploaded documents proving that I cancelled before the items shipped and was therefore not at fault. I provided pictures that the items I received were not what I had ordered. An appeal rejection letter was sent on XX/XX/XXXX claiming that I had not provided all the information Capital One requested. I called again on XX/XX/XXXX where I was told to resubmit my documentation as my letter describing the situation wasn't signed and dated properly. I updated and resubmitted and was rejected again on XX/XX/XXXX. I called again on XX/XX/XXXX and was told my case was being transferred to another team and I would hear back within 1-3 days. I still have not heard any updates on the case. I have called Capital One several times and each time a told that my case will be reviewed then get a letter telling me my appeal is denied, even though I provided all the information requested. On one of the calls, I was told that these dispute updates rejecting my case were being automatically sent, regardless of the fact that I had provided all the requested information. The Capital One dispute policy states that I can file a dispute if what I received was not as described. I made several attempts to contact the merchant and received no response from any of the email addresses provided. The merchant changed their name and website more than once and did not provide any way for me to know of the changes. Based on both the terms at checkout and in the website that responded to Capital One, I acted as required to receive a full refund. I cancelled before my order shipped and the good I received were not as described.

Company response to consumer: Closed with monetary relief