Consumer complaint received 2026-03-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA

Complaint narrative:
I am filing a compliant in regards XXXX the outcome of my recent claim regarding a purchase made on XX/XX/year>, with XXXX, as well as XXXX express my concerns about how this matter was handled by Capital One. On XX/XX/year>, I purchased the following items : XXXX mens mystery staple fit underwear, XXXX kids mystery underwear, XXXX XXXX womens mystery underwear. The order was delivered on XX/XX/year>. Upon receiving the package, I was extremely dissatisfied XXXX find that the mystery items consisted entirely of identical products. While I understood the nature of a mystery purchase, receiving all duplicate items felt misleading XXXX deceptive. I promptly contacted the company via email XXXX report the issue and requested a return label along with a full refund. On XX/XX/year>, the company responded, offering only a XXXX-time courtesy exchange for XXXX or more duplicate items XXXX provided a return address. I clearly communicated that I did not want an exchange XXXX requested a refund instead. On XX/XX/year>, I returned the items using XXXX at my own expense, totaling {$22.00}. Inside the package, I included a written note clearly stating that I was requesting a refund only. I also retained proof of shipment, including tracking information XXXX a video recording of the return process. After confirming that the returned items were delivered, I followed up with the company multiple times via both text XXXX email regarding the status of my refund. Initially, I was told they could not locate my order. Later, they acknowledged receipt of the return but refused to issue a refund. Due XXXX the merchants refusal XXXX resolve the matter, I filed a dispute with Capital One. While I was initially granted a temporary credit, the claim was ultimately denied after several months. When I contacted customer service for clarification, the representative was unable XXXX explain the decision XXXX instead submitted a request for the documentation used in the investigation. The documents I received were largely unreadable due XXXX poor image quality. However, I was able XXXX identify a statement from the merchant claiming that I had never contacted them regarding this issue. This statement is completely false. I have clear documentation of multiple communications, as well as proof of return shipment XXXX delivery. I am deeply concerned that my documentation was not requested or considered during the investigation. It appears that the decision was made based solely on the merchants statements, without a thorough or balanced review of the evidence. As a result, I have been unfairly held responsible despite taking all appropriate steps XXXX resolve the issue. This situation has caused me significant stress XXXX frustration. I am requesting a reconsideration of my dispute, with a full review of the supporting documentation I have, including email XXXX text correspondence, return tracking information, XXXX proof of XXXX you for your time XXXX attention XXXX this matter. I look forward XXXX a fair XXXX thorough resolution.

Company response to consumer: Closed with explanation