Consumer complaint received 2025-03-20 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: WI

Complaint narrative:
Complaint Details : On XX/XX/year>, I purchased a XXXX XXXX XXXX XXXX XXXX XXXX from the XXXX  vendor XXXX  XXXX for {$250.00}. The item arrived on XX/XX/XXXX with visible physical damage to the delivery and SSD packaging itself, rendering it nonfunctional ( with multiple tests attempted ). Despite wanting to provide photo evidence of the damage and a video demonstrating the malfunction ( I could not due to the dispute bring forced via phone call ), Capital One denied my dispute, siding with the vendors unverified claim that the product arrived in new condition. 

Capital Ones document requests and barriers to compliance : Sales invoice/purchase agreement showing merchandise differed from what was received : The SSD matched the listing description but arrived damaged and nonfunctional. The defect is unrelated to product mismatch ; it is a case of damaged goods. 
Statement of merchant resolution attempts : The merchant, XXXX XXXX, redirected all communication to XXXX generic support chat, which offered a partial refund without having to return the item since I could not meet due to travel. No direct resolution with the vendor was possible. 
Proof of return/date of pickup : By the time I returned from travel, the XX/XX/XXXX return deadline had passed. XXXX refused to extend the window, leaving me unable to comply. 
Refund voucher/documentation : Capital One issued a 50 % refund temporarily but later revoked it, claiming the vendor disputed the charge. I then submitted screenshots of XXXX support chat logs ( which represented the unreachable vendor ) confirming eligibility for a 50 % refund ( {$120.00} ) if the return lapsed. The chat logs were disregarded in their final decision. 

Timeline of key issues : XX/XX/XXXX : Received damaged SSD, documented defects, and immediately contacted XXXX support before departing for travel. 
XX/XX/XXXX : Filed dispute with Capital One after partial refund failed to process. A temporary 50 % credit was issued. 
XX/XX/XXXX : Return deadline expired during travel. 
XX/XX/XXXX : Obtained a repair quote of $ XXXX {$150.00} + tax to fix connector damage caused by shipping defects. 
XX/XX/XXXX : Capital One denied dispute minutes after my fist set of documented evidence and then exactly at XXXX XXXX  after resubmitting evidence, suggesting automated review. 

Systemic concerns : Capital Ones process : Relied on irrelevant documentation ( e.g., demanding proof of product mismatch despite acknowledging the item was correct but damaged ). Disregarded valid evidence ( chat logs ) while favoring the vendors unsubstantiated claims. 

Attached evidence : Photos of damaged packaging and video ( compressed heavily in order to meet size requirements ) of non-functional SSD ( XX/XX/XXXX ). 
Two systems showing lack of functional drive.

Email receipt. 
XXXX  of XXXX support chat confirming partial refund eligibility. 
Capital Ones temporary refund notices and subsequent denials.

Company response to consumer: Closed with explanation