Consumer complaint received 2024-02-02 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:
Re : Capital One Quick Silver Credit card ending in XXXX and Case Number : XXXX On XX/XX/XXXX I ordered a coffee table from XXXX XXXX XXXX for {$950.00}. On XX/XX/XXXX I received an email advising that my item was in transit to me and it arrived shortly thereafter. On XX/XX/XXXX I emailed XXXX XXXX XXXX advising them that the varnish on the table had begun to come off and received no response. 

Since I had not received any response from XXXX XXXX XXXX, I called Capital One on XX/XX/XXXX to initiate a dispute. I told the representative that I had received my table, the varnish is peeling, and I contacted the merchant but received zero response. A provisional credit was placed on my credit card. 

On XX/XX/XXXX, XXXX XXXX XXXX called me and responded to the initial email sent on XX/XX/XXXX. On XX/XX/XXXX XXXX XXXX XXXX emailed me and provided XXXX options. I chose to return the item. On XX/XX/XXXX XXXX XXXX XXXX confirmed via email that the item is in their possession. 

On XX/XX/XXXX I received an email ( attached ) advising me that a decision has been made on the dispute. On XX/XX/XXXX I called Capital One asking for more information regarding the decision. I was advised that XXXX XXXX XXXX sent proof that I had never contacted them the item. Capital One reviewed the documents submitted by XXXX XXXX XXXX and told me that XXXX XXXX XXXX submitted an invoice to Capital One and that Invoice did not meet Capital Ones requirement. 

I advised Capital One that the XXXX XXXX XXXX had picked up the item and I would like to submit the email confirmation. Capital One advised that a complaint would be submitted on my behalf and a secure link would be sent for me to upload my documentation. 

On XX/XX/XXXX, I tried to attach the email communication thread of the course of events, however, Capital Ones system would not allow me to attach the email, as such, I took 7 photos of the email communication. Capital Ones system continued to show an error message. I deleted all but 3 photos as the others would not attach. 

On XX/XX/XXXX I received an email from Capital One advising me that a decision has been made on the dispute. On XX/XX/XXXX I called Capital One for more information. Capital One advised me that I received the letter because my documents were blurry. I voiced challenged with Capital Ones system and the horrible experience and received zero solution. 

Per my request, I was placed in hold for a member of Capital Ones leadership. I spoke with leadership and was advised that the other two representatives were not accurate and I was provided with a third reason why my documents were rejected... I asked for an email address where I could forward the complete email communication and was advised that none existed. I advised that I have attempted to upload everything but Capital Ones system did not allow. I asked for an alternative way to get the documents to Capital One and was advised by Capital Ones leadership that I had 15 days to upload the documents using the secure link or the dispute would be closed. I reminded Capital Ones leadership that the item has been returned and Leadership reminded me that I had 15 days to upload the documents or they would close the dispute. 

I asked Capital Ones if I could take the documents to Capital One Caf and was advised that I was unable to do that and was advised again that I had 15 days to upload the documents or they would close the dispute.

Company response to consumer: Closed with monetary relief