Consumer complaint received 2025-11-27 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: WA

Complaint narrative:
Over the last several months, I purchased multiple items from XXXX, including a walking pad ( {$280.00} ) and a XXXX XXXX ( {$870.00} ). Both products arrived defective. The walking pad did not power on consistently and would shut off mid-use, and the XXXX XXXX  sounded abnormal, overheated, and did not function as advertised from the first week of use. I attempted to initiate returns directly through Walmarts online portal, but suddenly my Walmart account became restricted without explanation. Because of this restriction, Walmarts system would not generate return labels for either order and would not allow me to access the normal return workflow, even though both items were still within the stated return period. When I contacted Walmart representatives, they acknowledged the account restriction but said they could not unblock it, claiming it was an internal IT issue. They repeatedly assured me that someone would call me to process the returns manually, but no one ever followed up despite multiple calls and messages from my side. I was never provided a return label, never offered a return pickup, and never given any alternative method to send the items back. In every conversation, Walmart agreed that the items qualified for a return, but the account issue prevented them from helping me. Since Walmart was withholding the return labels and not processing refunds, they explicitly advised me to dispute the charges through my bank. I opened disputes through my Capital One credit card. However, Walmart then responded to XXXXCapital One claiming that the items were received in good condition and as described, even though they never allowed me to return them and were fully aware that my account was blocked. Walmarts representation to the card network was false and misleading because they prevented the return and refused to provide the return pathway they require. Because of Walmarts incorrect documentation, the provisional credits on my account were reversed, and I am now financially responsible for defective merchandise solely because Walmart has blocked my ability to complete a valid return. Customer service later told me that since the return period passed ( due to the account restriction ), the only option was again to dispute, even though they knew the earlier dispute had been denied based on their own incorrect claim to XXXX. At this point, I have defective items that Walmart acknowledged were eligible for return, I followed all required steps, I was told repeatedly that someone would manually process the refund, and Walmarts internal system error made it impossible to complete the return. Walmarts incorrect reporting during the dispute process directly caused financial harm, and now neither Walmart nor XXXX will accept responsibility. I have paid for products that do not work, can not be used, and were never properly supported for return, even though I acted within all deadlines. I am filing this complaint because Walmart has not resolved the issue despite multiple attempts to correct the problem, their system restrictions prevented me from fulfilling their required return procedures, and their misrepresentation during the dispute process has left me without any remedy. I am requesting assistance to obtain the refunds that should have been processed at the time I attempted to return the defective items.

Company response to consumer: Closed with explanation