Consumer complaint received 2025-01-15 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:
Subject : Complaint Regarding XXXX XXXX  and Capital Ones Failure to Address Consumer Protection Concerns To Whom It May Concern, I am writing to file a formal complaint regarding an unresolved dispute involving XXXX XXXX and Capital One, both of which have failed to uphold their responsibilities to me as a consumer. Despite providing extensive documentation, including pictures, phone call records, and detailed accounts of the situation, my concerns remain unresolved. 

The issue began when I made a purchase from XXXXXXXX XXXX XXXX XXXX XXXXXX/XX/XXXX for a sectional totaling XXXX XXXX XXXX XXXX  the sectional was delivered but it arrived damaged, I refused to sign for the delivery but the team forced me to saying they would come back and fix the damaged sectional, on XX/XX/XXXX I called XXXX XXXX and discussed the sectional was damaged and that did not meet the promised standards of quality or service. Specifically, the product I received was defective and did not match the description or expectations set at the time of purchase. I promptly contacted XXXX XXXX multiple times to address the issue, but their customer service was unhelpful, dismissive, and ultimately failed to provide a satisfactory resolution only offering a {$500.00}, later to find out that they use this tactic to justify not doing anything else for their customers. 

As the matter escalated, I sought assistance from Capital One, the issuer of the credit card used for the transaction, expecting them to act in accordance with consumer protection laws and their own dispute resolution policies. I provided Capital One with all necessary documentation to support my claim, including : 1. Photographic Evidence : Clearly showing the defects and inconsistencies in the product. 
2. Phone Call Records : Documenting my numerous attempts to resolve the issue directly with XXXX XXXX. 
3. Correspondence Logs : Including emails and chat transcripts highlighting XXXXXXXX XXXX lack of cooperation. 

Despite this comprehensive evidence, Capital One ultimately decided not to assist me in resolving the dispute. Their decision disregards their obligation to protect consumers from fraudulent or unsatisfactory transactions, leaving me without recourse and infringing on my consumer rights. 

I believe both XXXX XXXX and Capital One have acted in bad faith : XXXX XXXX : By failing to deliver a product that meets reasonable expectations and refusing to rectify the situation. 
Capital One : By neglecting their duty to investigate and resolve a valid dispute, despite clear evidence supporting my claim. 

This experience has caused me significant frustration, wasted time, and financial loss. I relied on both companies to uphold their commitments to customer satisfaction and consumer protection, and they have failed me on both counts. 

I am requesting the Consumer Financial Protection Bureau to investigate this matter and hold XXXX XXXX and Capital One accountable for their actions. Their disregard for consumer rights sets a dangerous precedent and undermines trust in businesses and financial institutions alike. 

Thank you for your attention to this matter. Please let me know if additional documentation or information is needed to support this complaint. I look forward to your assistance in ensuring that justice is served.

Company response to consumer: Closed with monetary relief