Consumer complaint received 2024-06-18 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: NV

Complaint narrative:
On XX/XX/XXXX my credit card with Capital One was charged {$1200.00} by a company in XXXX called XXXX XXXX XXXX XXXX. The credit card company notified me by email asking if I had made this charge. I did not make the charge. I was scammed and I explained the situation to XXXX at the Capital One and they opened a Fraud claim. 

I received a letter from the Capital One dated XX/XX/XXXX with a Case Number XXXX. Capital One issued a credit to my account and sent me a new card. 

On XX/XX/XXXX I received the merchandise that was charged to my account on XX/XX/XXXX. I did not order this merchandise so I contacted both Capital One and XXXX XXXX XXXX XXXX. I spoke to XXXX at Capital One on XXXX XXXX, XXXX she was very confused and did not know what to do. XX/XX/XXXX I called Capital One again and spoke to XXXX and his supervisor, XXXX and told them that I had received this merchandise in error and asked them what to do. None of these people could tell me what to do in this situation. So I paid XXXX {$30.00} to return the merchandis to XXXXXXXX XXXX XXXX. 

At this point I have an open Fraud case with Capital One. Capital One has credited my account and XXXX has the merchandise. 

I receive 2 letters from Capital One dated XX/XX/XXXX. One letter says they have resolved their Fraud investigation and the merchant has 45 days to resubmit the charges. The second letter says Capital One is now going to charge my account for the {$1200.00} because they believe either I have beneffited from the transaction or someone I know has benefitted. 

I contacted XXXX and could not get a refund because Capital One had a charge back on their account so they could not refund my money even though they now had both the merchandise and the {$1200.00}. 

After getting this letter ( I received the letter on XX/XX/XXXX ) I called Capital One on the dates I have listed below and talked to many people. Each time I had to explain everything that had happened since XXXX XXXX, XXXX : XX/XX/XXXX - XXXX, XXXX and XXXX XX/XX/XXXX - XXXX On XX/XX/XXXX I spoke to XXXX and he connected me to XXXX. XXXX was the first person at Capital One that understood what was happening and explained that this should be a Dispute Case instead of a Fraud Case. 

I received a letter dated XX/XX/XXXX that said Capital One had opened a Dispute case # XXXX. They were following up with the merchant an they had credited my account for {$1200.00}. 

I received a letter dated XX/XX/XXXX requesting additional information. I sent copies of all the information I had including correspondence with with XXXX and a form that they requested I fill out. On this same day Capital One again charged my credit card for {$1200.00}. 

Now XXXX has both my money and they have the merchandise. 

On XX/XX/XXXX I followed up by calling Capital One and I spoke to XXXX and then to a supervisor XXXX. There was some confusion over XXXX XXXX return policy. A copy of XXXX 's return policy was sent to Capital One on XXXX XXXX. I resent a copy of XXXX 's return policy form to Capital one. Capital One also requested proof that XXXX had received the merchandise. XXXX delivered the package to XXXX  on XX/XX/XXXX at XXXXXXXX XXXX. It was 7 days from the day I received merchandise to the date it was returned to the store. 

A second letter dated XX/XX/XXXX said " While we have received your response to this request ( to reopen the dispute case ) it lacks all of the previously requested information needed to validate your dispute. But at no time do any of the letters or conversations I have had with Capital One identify what information they want. So they would not reopen my claim. 

I contacted XXXX and they will not refund my money because of Capital One 's charge back. I met all the requirements for a refund to the original method of payment but because of Capital One 's lack of knowledge and assistance in this unique situation they will only refund me with merchandise. I am a XXXX XXXX XXXX woman and I wear larger cloths than XXXX  makes. These cloths are very expensive. 

When I told Capital One 's many, many employee 's what had happened they could not direct me to any supervisors and no one a Capital One will sign their name to any written documentaion I have received. There should be someone at Capital One that would be responsibe for my loss of {$1200.00}.

Company response to consumer: Closed with explanation