Consumer complaint received 2024-11-28 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: PR

Complaint narrative:
Subject : Complaint Against Capital One for Failure to Support a Valid Dispute To Whom It May Concern, I am filing this complaint regarding a dispute I have with a merchant, XXXX XXXX, and the lack of support from Capital One in resolving this matter. Despite providing substantial evidence to validate my claim, Capital One has not acted in accordance with their stated responsibility to advocate for their customers in such disputes. Below are the details of the issue : Details of the Dispute Merchant : XXXX XXXX Transaction Date : XX/XX/year> Amount : {$430.00} Transaction Description : Payment made via a link labeled Tap here to securely pay for your appointment ( not medication ). I contacted XXXX XXXX to purchase tirzepatide, as explicitly documented in my communication on XX/XX/year>. Despite this, the product delivered was labeled as skinny shots,. a completely different product. Furthermore : The syringes were pre-opened, which raised concerns about sterility. The merchant provided no explanation or acknowledgment regarding this discrepancy. Attempts to Resolve the Dispute On XX/XX/scrub>XXXX XXXX XXXX I contacted XXXX XXXX via text, attaching pictures of the pre-opened syringes and requesting a resolution. My message was left on read with no response. On XX/XX/year>, I attempted to contact the merchant again via XXXX XXXX, but this message was also ignored and left on read. I made multiple phone calls to the number provided by XXXX XXXX, but my calls were never answered. The merchant has failed to provide instructions for returning the product, issuing a refund, or resolving this issue in any way. On XX/XX/year>, the merchant finally responded, but only after I mentioned that Capital One had specifically requested I return the item. In their response, the merchant stated that they could not accept the product back due to biosecurity concerns. This response is contradictory and highlights the inconsistency of their practices ; if biosecurity concerns prevent them from accepting returned syringes, it is unclear why they provided pre-opened syringes to patients in the first place. Capital Ones Handling of the Dispute On XX/XX/year>, I received a letter from Capital One detailing the merchants response and outlining what information was needed from me to proceed with the dispute. I promptly submitted all the requested information the same day and have been sending the same documentation daily since then. However, every day since XX/XX/XXXX, I have received identical letters from Capital One stating : " While we have received your response to this request, it lacks all of the previously requested information needed to validate your dispute. '' On XX/XX/year>, I submitted another document in response to their requests. Despite this, I received yet another identical letter, this time dated XX/XX/year>, which clearly demonstrates that my submissions are not being reviewed or evaluated. This ongoing pattern of non-evaluation and repetitive responses suggests that Capital One is failing to properly review the evidence or communicate effectively in resolving this dispute. Evidence Provided to Capital One I have submitted the following attachments to Capital One as proof of the merchants failure to fulfill their obligations : Attachment XXXX : Payment confirmation showing the {$430.00} charge for an appointment, not medication. Attachment XXXX : Receipt labeled skinny shots, contradicting my initial request for tirzepatide. Attachment XXXX : My inquiry dated XX/XX/year>, explicitly requesting tirzepatide. Attachment XXXX : XXXX XXXX response, which makes no mention of skinny shots. Attachment XXXX : Evidence of my XX/XX/year>, text message regarding the pre-opened syringes, left on read. Attachment XXXX : My XXXX XXXX communication attempt on XX/XX/year>, also ignored. Despite submitting these materials, Capital One has failed to take any meaningful action to resolve my dispute. Request for CFPB Assistance I believe this dispute is valid due to : Product Discrepancy : The merchant failed to deliver the product as described ( tirzepatide vials a prescribed medication ). Instead, I received pre-opened syringes labeled skinny shots. Merchants Lack of Response : The merchant has ignored all attempts to resolve the matter, as evidenced by messages left on read with no further communication. Capital Ones Failure to Evaluate Evidence : Capital One has repeatedly claimed that my responses lack necessary information, despite the fact that I have provided all requested evidence multiple times since XX/XX/year>. The repetitive letters and lack of progress suggest that my submissions are not being reviewed at all. I respectfully request that the CFPB review this case and urge Capital One to resolve the dispute in my favor. The evidence clearly demonstrates that the product delivered does not align with the agreed-upon purchase, and the merchant has not fulfilled their responsibilities.

Company response to consumer: Closed with explanation