Consumer complaint received 2024-11-19 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: NJ

Complaint narrative:
I am reaching out to the Consumer Financial Protection Bureau ( CFPB ) for assistance with a serious issue I have been experiencing with Capital One regarding a disputed transaction. I feel compelled to bring this matter to your attention due to the blatant disrespect and lack of professionalism I have encountered throughout this process. 

On XX/XX/year>, I made a purchase from a merchant on XXXX. Unfortunately, the item I received was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Upon realizing this, I promptly requested a return. The merchant, upon learning of my intentions to escalate the issue to XXXX, provided me with a return label. 

I returned the item as instructed but did not receive my refund. Frustrated, I reached out to Capital One to file a dispute regarding the charge. After weeks of waiting, the merchant responded to Capital One by providing an order invoice and a screenshot indicating that the item was delivered. However, they failed to provide the necessary evidence demonstrating that they sent the return label or proof of the item being returned. 

Capital One accepted these inadequate documents from the merchant without adequately considering my situation, and they closed my case, requesting additional evidence from me. In response, I gathered all relevant documentation, including a full conversation with the merchant in which they provided the return label. I submitted this evidence to Capital One on XX/XX/year>. 

However, on XX/XX/year>, I received an email from Capital One stating that my case was closed due to my failure to provide the necessary documents. Immediately, I contacted the phone number provided in their email. During my conversation with the representative, I explained the situation in detail and expressed my frustration with how my case was handled. I warned him that if this matter was not resolved satisfactorily, I would involve the CFPB. 

This prompted his supervisor to join the call. After reviewing the documents while I was on hold, she confirmed that my submissions were indeed sufficient. She assured me that my case would be reopened and requested that I resend the return label and invoice, which I did during the call. She also mentioned that I would receive a temporary credit back while the issue was being investigated. 

However, just XXXX minutes after ending the call, I received another email indicating the case had been closed again, without any further explanation or resolution. This experience has been exceedingly frustrating, and I feel that Capital One 's handling of my dispute has been lacking in professionalism and accountability. 

I kindly request your assistance in addressing this situation. I believe that further scrutiny of Capital One 's practices regarding disputes could be warranted, particularly in cases where consumer safety is at risk. Thank you for your attention to this serious matter. I look forward to your guidance on how to proceed. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation