Consumer complaint received 2026-04-07 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: PA

Complaint narrative:
I am filing a complaint regarding XXXX XXXX handling of a billing dispute ( Case # XXXX ) for a {$110.00} charge from XXXX XXXX XXXX XXXXI placed this order on XX/XX/XXXX. The merchants own order confirmation stated that non-personalized orders typically process and ship within 12 business days, while only personalized / made-to-order items require 25 business weeks before shipping. My items were not personalized or custom. Despite this, my order did not ship within the timeframe represented at purchase. By XX/XX/XXXX, nearly XXXX month later, the order still had not shipped, so I contacted the merchant to follow up. On XX/XX/XXXX, the merchant responded that they were investigating the delay, and I separately received a shipment confirmation email on that day ( XX/XX/XXXX ) more than five weeks after purchase. The merchant did not provide a meaningful opportunity to cancel the order despite this substantial delay. I understand that when merchandise can not be shipped within the promised timeframe, merchants are expected to provide notice and a meaningful option to cancel. That did not occur here. After the order finally arrived, I promptly requested a return on XX/XX/XXXX. The merchant did not process the return request nor communicate with me at all. I followed up again on XX/XX/XXXX because I still had not received information necessary to complete the return. The merchant then refused to provide a refund to my original payment method and instead limited me to store credit only. I disputed this transaction with XXXX because the goods were not provided as agreed and the merchant did not offer an adequate refund remedy after a substantial shipping delay. In response to the dispute, the merchant submitted only a generic copy of its shipping and return policy ( provided by XXXX at my request ). XXXX accepted that policy language as sufficient and denied my dispute in a letter dated XX/XX/XXXX. I then requested continued review and provided additional information, but XXXX again denied the dispute in a final letter dated XX/XX/XXXX. Specifically, I requested they review this as a " goods not delivered as promised '' issue ( they had internally classified as " goods not delivered '' ), but they did not do this. The merchant did not comply with its obligations in my specific transaction. XXXX did not require or evaluate transaction-specific evidence showing : ( XXXX ) why a non-personalized order that was represented as shipping in XXXX business days was delayed until XX/XX/XXXX ( XXXX ) whether I was provided a meaningful option to cancel after the significant delay ( XXXX ) why the merchant refused a refund and restricted me to store credit only, despite requesting a cancellation due to their delayed delivery Under the Fair Credit Billing Act, I understand that card issuers are required to conduct a reasonable investigation of disputed charges. In this case, XXXX appears to have relied on generic merchant policy language rather than transaction-specific evidence, and therefore did not conduct a reasonable investigation.

Company response to consumer: Closed with explanation