Consumer complaint received 2021-12-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
Transaction XXXX {$57.00} Date XX/XX/2021 Product wigs What happened Statement : I ordered XXXX wigs off of XXXX They had a special buy XXXX get XXXX free. I will attach photos in the email below. I made an order on XX/XX/XXXX and received the order on XX/XX/XXXX. Before ordering I looked at the refund policy ( photos below ) just in case they sent something bogus. After all the email discussion you will see the scammers attempt to give me a partial refund. They then mentioned that I had to pay for customs etc. Nothing is mentioned on the website and on the label it said to return to an address in XXXX, CA. I wrote the return to the sender on the label and put it in my mailbox on XX/XX/2021 for the postman to take so I have no proof of returning the package. I mentioned that if they get it they do but if they do not it is not my problem as they already knew they didn't have these wigs and sent them anyway. They had more than enough time to take pictures and send via email to ask if I wanted these wigs to avoid the customs issue. These people are scammers taking consumers ' money and sending bad products. This is not what I paid for and I will not accept it. I have everything below anything else please email or call What did I do I XXXX contacted the merchant to let them know they made a mistake with what they sent me as this was not what I ordered. They then begin to toy with me in email. Eventually they told me I had to send the package back to XXXX, however, there was nothing mentioned in the refund policy online and it does not state that they are in XXXX. I informed that I would do a return to sender and that the company will be responsible for getting the products back from the address they have on package. Return to sender does not require a tracking label as the merchant failed to send a label. I contacted them for a full refund and when they refused I contacted my bank. I sent photos of the wigs from the site and what they sent. 
Results Contacted Capital One regarding the dispute, they denied the claim 3 times as the merchant did not send any of the products I asked for. Capital One completely ignored the evidence I sent and also are not protecting consumer deposit accounts from scammers. They literally allowed this company to send me bogus products and take my money. They also allowed this company to toy with me and lead me to believe this was to be sent to a US address. I sent a photo of return to sender and Capital One completely ignored anything I sent as far as evidence for claim. 

Transaction XXXX XXXX {$89.00} Date XX/XX/2021 Product Workout plan and Meal plan What happened Signed up for the heat challenge on XX/XX/XXXX and since there was a meal plan involved I was excited. The meal plan only had XXXX meals XXXX for breakfast XXXX for lunch and XXXX for dinner however there was to be options to be switched out. I completely had no options, so I thought something was wrong with my meal plan. I sent emails starting on XX/XX/XXXX asking what I needed to do as I did the questionnaire prior to the challenge for the meal plan as instructions stated. On XX/XX/XXXX they responded that they would fix my meal plan and they never sent anything letting me know what to eat as they mentioned with their advertisement. For this challenge you win money if you have results, my goal was to win the money for this challenge. I wanted to eat what they suggested to have the best results and after asking over 2 weeks have XXXX option to choose from for dinner and that was broccoli. 

On the XXXX of XXXX I asked for a better plan or a refund. On the XXXX they responded to let them know what good choices I didn't want on the menu. I responded to foods I did not want. Hoping the following Monday they would send me my meal plan, I never received anything. After waiting XXXX additional days I asked for a refund. I have not heard back from anyone after they informed me that they would send a meal plan. 

Results Capital One did not investigate the claim at all. They just said we will look into it and thats it. I stated the company failed to provide a service and promoted false advertisement. In multiple emails I expressed this and they continued to deny my claim. They basically are allowing merchants to take consumers money and nor deliver on their part of the agreement.

Company response to consumer: Closed with explanation