Consumer complaint received 2025-01-21 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: CA

Complaint narrative:
I was unfairly scammed from a merchant by the name of Italist in the amount of {$3200.00}, I made the purchase on XX/XX/year> for the items as follows ; XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX received my package from the merchant via XXXX XXXX  : XXXX  # XXXX on XX/XX/XXXX and opened it to find out that it was different from what I had ordered what I had received instead of my order was a jacket from the brand XXXX XXXX ( pictures of item provided as well as packaging with description of items from XXXX and XXXX ) I was furious as now I had to return this item and contacted the merchant right away to set up the return who ignored my emails for XXXX weeks and left me with no choice but to file a chargeback dispute with my bank as I had come to the conclusion that I had been scammed by the merchant XXXX. I opened a chargeback with my bank capitol one on XX/XX/XXXX Case number : XXXX for the purchase and figured it wouldnt be much of a problem because I did my due diligence and tried to return the items I received and received no correspondence from the merchant whatsoever and had docuemented everything that I possibly could so I had assumed it was an open shut case. On XX/XX/XXXX I was notified that the credit would be reversed and to provide additional information supporting my claims and several supporting documentation ( letter provided for reference ) which I had done so I assumed my job was done and the claim was to be resolved in my favor. To my surprise I was notified on XX/XX/XXXX that my information that I provided lacked information needed to validate my claim and that they sided with the merchant who never once tried to contact me but they replied to the bank. How messed up and low of them to try scam me. I was devastated and tried to inquire about how to appeal the decision because in my mind I did everything right. They told me that there is no appeal and my best option was to speak to the merchant directly to resolve the situation. I had very clearly tried that which is the whole reason I submitted the dispute in the first place so imagine my anger and disappointment that my bank whom I had used very often at that point failed to protect me from the merchant scamming me. I dont understand how I lost this case as according to the current chargeback guide for XXXX which serves as my credit card ( capital one ) processor on page XXXX ( provided attachment but her is the link for reference if needed XXXX XXXX XXXX XXXX it outlines the conditions necessary to submit a chargeback and have it processed which I have adhered to and provided adequate information I am debated at this decision and they provided me with no appeal so hope the cfpb can step in and have them review the claim and have it reopened as this is very clearly a mistake on the banks end the proof which I will be providing that I provided them as well as correspondence of me attempting to reach out to the merchant directly before filing a chargeback will be provided here as well as the correspondence with the bank. I hope this appeal can be successful and those scammers give me my money back as this has caused me serious financial strain. Thank you dont hesitate to reach out if any more information is needed.

Company response to consumer: Closed with monetary relief