Consumer complaint received 2024-07-28 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: TX

Complaint narrative:
On XX/XX/XXXX XXXXXXXX XXXX XXXX under the name of XXXX XXXX XXXX XXXX charged my Capitol one card ending in XXXX {$21.00}. The {$21.00} charge was for two screw fasteners for the interior of my vehicle. On XX/XX/XXXX, I informed XXXXXXXX XXXX XXXX via email that after attempting to install the interior screw fasteners, I discovered that they were the wrong size screw fasteners and do not fit the interior holes in my vehicle that they are required to fit into ( See email-notification of wrong order ). On XX/XX/XXXX XXXXXXXX XXXX XXXX reviewed the picture of the wrong size screw fasteners and responded via email acknowledging that they sent me the wrong item ( See email-acknowledgement of wrong item ). On XX/XX/XXXX XXXXXXXX XXXX XXXX  refused to issue me a refund or send me the proper item because I did not notify them within thirty days of the date of purchase that they sent me the wrong item ( See email-refusal to refund or exchange ). 

I did not have the opportunity to attempt installation of the interior screw fasteners and notify XXXXXXXX XXXX XXXX that they were the wrong size within thirty days of purchase. However, it does not matter because Capitol one is not governed by XXXXXXXX XXXX XXXX thirty days return policy. Capitols ones policy is to reimburse customers for fraudulent and goods not received transactions, which Capitol one has refused to do in this case. Instead, Capitol one is refusing to follow their transaction dispute policy by claiming that they cant reimburse me for the transaction because I failed to provide the necessary information related to the disputed transaction. For example, on XX/XX/XXXX, Capitol one sent me a letter claiming that while we have received your response to our request, it lacks all of the previously requested information. 

Capitol ones claim that I failed to provide previously requested information related to the XXXX XXXX XXXX dispute is factually and clearly false. For example, on XX/XX/XXXX, I provided capitol one the receipt/order confirmation email from XXXX XXXX XXXX that lists the correct part number for the proper size screw fasteners that I purchased and never received, a photo of the wrong size screw fasteners that XXXX XXXX XXXX sent me in error, my email notifying XXXX XXXX XXXXXXXX that they sent me the wrong size screw fasteners and XXXXXXXX XXXX XXXX email that they sent me admitting that after reviewing my photo of the wrong size screw fasteners that they accidently sent me the wrong size screw fasteners. 

Additionally, on XX/XX/XXXX after Capitol ones transaction dispute department claimed over the phone that I failed to provide information related to the correct item that I should have received as Capitol ones reasoning as to why they ruled in favor of XXXX XXXX XXXX I resent the receipt/order confirmation email from XXXX XXXXXXXX XXXX that clearly establishes the correct item that I ordered and should have received. On XX/XX/XXXX, I also provided Capitol one with a screen shot from XXXXXXXX XXXX XXXX  website of the correct size screw fastener that matches with the part number from the receipt/order confirmation email. 

Despite clearly providing Capitol one with the relevant and proper documentation multiple time, Capitol one sent me a letter on XX/XX/XXXX claiming that I failed to provide them with the requested documentation. I have called Capitol ones transaction dispute department several times attempting to discuss this issue and Capitol one is refusing to tell me what documentation specifically they are claiming that I failed to provide or why they ruled in favor of the XXXX XXXX XXXX  by crediting the {$21.00} charge back to my account.

Company response to consumer: Closed with monetary relief