Consumer complaint received 2025-04-03 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: FL

Complaint narrative:
On XX/XX/XXXX ( listed XX/XX/XXXX on my credit card billing statement ), I purchased what I believed to be a " XXXX '' watch from a seller on XXXX for {$900.00}. XXXX is a stone often used as a " diamond simulant '' to mimic the look and brilliance of a real diamond. They are similar to XXXX XXXX but are more expensive and have natural properties that are much closer to a real diamond.

3-4 months after my purchase, I noticed that the watch did not shine with the same brilliance of my other [ real ] moissanite jewelry. I took it to a jeweler for a non-official test and learned that the stones in the watch were not XXXX at all- they were XXXX XXXX. 

I first went to XXXX to see if this issue could be worked out with the seller, but I found that the seller 's page had been taken down/closed by XXXX. After reading various reviews on the seller 's page ( the reviews are still available ), I found that other buyers had also been scammed and sold Cubic Zirconia watches that were described as XXXX. XXXX had a 30-day return policy - and since the seller was no longer on the platform, I had no one to reach out to regarding the sale of these false goods. 

On XX/XX/XXXX ( after learning this information ), I filed a dispute with Capital One for " goods not received as described '' for the transaction. I was temporarily credited for the transaction. 

On XX/XX/XXXX, I received a notification from Capital One stating XXXX had shown " proof '' that the watch had been delivered " as described and in good condition '' and was requested to provide documentation/evidence of my claim. I was also re-billed for the charge of {$900.00}. In response to this, I had a professional gem identification done on the watch at a reputable jewelry store near me. 

On XX/XX/XXXX, I officially responded to Capital One 's request and provided a screenshot of the listing title on XXXX ( stating that the sale was for a moissanite watch ), the official invoice provided to me by the seller stating that it was a moissanite watch, a screenshot of my conversation with the seller where they themselves described the watch listing as " Moissanite Class B '' and the official gem identification documentation provide by XXXX 's Jewelers - a large, reputable jewelry store here in my area - stating that watch is completely encrusted with Cubic Zirconia stones- not Moissanite. 

30-45 minutes after I submitted this evidence, Capital One denied my claim and provided no information for an appeal. They stated that I did not provide any of the information that they asked for when I provided everything and more. On XX/XX/XXXX, I called Capital One again and asked what information my claim was missing, they could not provide me with a straight answer. Simply stating that they could not go forward with my claim with the evidence provided. I was at a loss for words. 

With there being no official channel on their end to appeal this dispute decision to a higher level, I have no choice but to file a complaint here with the Consumer Financial Protection Bureau.

Company response to consumer: Closed with explanation