Consumer complaint received 2024-11-08 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: IL

Complaint narrative:
On XX/XX/XXXX of this year, I placed an order ( # XXXX ) through XXXX for {$210.00}. The contents included an XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX With Space Black Milanese Loop for {$120.00}, along with a Sedona Calfskin Watch Strap in Neutral Colors for {$63.00}. I also paid {$15.00} in shipping expenses and {$12.00} on taxes, which came out to a total of {$210.00} that I paid for this particular order. I received my package on the XXXX. While the sedona calfskin strap was exactly as described and in good condition, the XXXX watch was not. After letting it charge for several weeks, the watch would still not turn on. Thus, the screen remained blacked out and defective. My next course of action was to reach out to the merchant ( XXXX ) and ask for assistance. 
On XX/XX/XXXX, XXXX initially told me to take my watch to an XXXX authorized service center for inspection and repair. In addition, they would not assist me with this process since all purchases were final. So, I initiated a chargeback through Capital One on the same day. I went to an XXXX authorized service center the next day, which was a XXXX XXXX store located in XXXX, Illinois. After the employees inspected the watch, they claimed the watch would not turn on after performing various tests. They also advised me to take it to an XXXX store for repair work. My next step was to reach back out to XXXX and provide them with this updated information on XX/XX/XXXX. They responded on the XXXX by claiming they would go ahead and process a refund for the XXXX watch. I was expecting to see it in my Capital One account in 3-5 business days. 

However, the refund was never even initiated by XXXX. Not only did they never send me a refund, but I was rebilled for {$210.00} on XX/XX/XXXX by Capital One. This was a result of losing my dispute case. According to the dispute letter I had received that same day, the merchant claimed the goods were as described and received in good condition. This is false information as XXXX had previously acknowledged that the watch wasnt in good condition. So, I called a Capital One agent at XXXX XXXX XXXX on XX/XX/XXXX asking for an explanation. I was instructed to send all my evidence through a secure link via email. I uploaded the receipt and emails exchanged with XXXX, which the agent told me should be enough to help win this dispute case. However, I received an updated dispute letter stating my evidence lacks all of the previously requested information needed to validate my dispute. So, I called another agent on the same day at noon XXXX requesting a valid explanation. I was advised to obtain a signed letter from XXXX XXXX stating the watch is defective, what the cost of repair or replacement would be, and a signature. I went to XXXX XXXX later on at XXXXXXXX XXXX and gathered all this information. I proceeded to upload it within the hour. Unfortunately, I received another updated dispute letter with the same exact response as the previous dispute letter. This prompted me to call another Capital One agent within the hour, and she sent me a new secure link to upload my information. After uploading all my evidence again a few moments later, I received another automated dispute letter with the exact same response as the previous XXXX letters. In conclusion, Capital One sided with the merchant on this matter without thoroughly reviewing my evidence and sending a response that wasnt automated. I believe both Capital One and XXXX have treated me unfairly by reneging on their word, and for providing me with extremely poor customer service.

Company response to consumer: Closed with explanation