Consumer complaint received 2025-09-04 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: TX

Complaint narrative:
XX/XX/XXXX Purchased XXXX XXXX XXXX XXXX  using CapitalOne credit card. 
Printer arrived defective. 
Late XX/XX/XXXX/ XXXX XX/XX/XXXX Contacted XXXX XXXX for return. 
XXXX XXXX issued a return label. 
XX/XX/XXXX Shipped printer and accessories back to XXXX XXXX at my own expense. 
Tracking confirmed delivery. 
Received email from XXXX XXXX acknowledging receipt of the returned printer. 
XX/XX/XXXX XXXX XXXX refused to issue refund despite confirming receipt. 
Opened dispute with CapitalOne. 
Temporary credit applied to my account.

XXXX XXXX CapitalOne claims they sent requests for additional documentation. 
I did not receive any such requests, but I continued to call to check the status. 
Attempted contact thru calls and emails on XX/XX/XXXX and XX/XX/XXXX. 
On XX/XX/XXXX, I uploaded receipts again to CapitalOne. They claim they did not receive them. 
I called again on XX/XX/XXXX and they said they did not receive any receipts, so they sent me a DocuSign email so I could upload them. I uploaded the receipts yet again, then they said it was too late. They closed the issue on XX/XX/XXXX and refused to reopen. 
On XX/XX/XXXX, CapitalOne sent me a letter formally denying my claim. 
XXXX thru XX/XX/XXXX I tried working with the original seller again and despite admitting they received the merchandise back, they later said they couldnt prove it and denied my refund. 
Present ( XX/XX/XXXX ) Despite proof of timely return and XXXX acknowledgment, I remain liable for the defective product. 
I am seeking CFPB assistance in reopening the dispute and ensuring fair handling of my claim. 

To Whom It May Concern, I am submitting this complaint regarding my recent experience with CapitalOne concerning a dispute over a defective XXXX XXXX  I purchased from XXXX XXXX in XX/XX/XXXX. 
I have included documentation to demonstrate that : 1. The product was returned in good faith and was acknowledged as received by the merchant ( XXXX XXXX ). 
2. I submitted supporting documentation to CapitalOne as soon as I became aware of their request. 
3. I emailed the documentation three times the first time on XX/XX/XXXX, again on XX/XX/XXXX, and again on XX/XX/XXXX yet was told it was not received or was received too late, despite my best efforts. I was told the file was closed on XX/XX/XXXX and they would not accept my documents after that, despite sending me an email on XX/XX/XXXX asking me to submit my documents again, which I did. 
4. The credit card company closed the case and reinstated the charge without considering my evidence, despite the fact that the delay was caused by communication issues on their end. 
Attached Documentation : Attachment A : Correspondence to/from XXXX XXXX  including confirmation of their receipt of the returned printer Attachment B : Correspondence to/from XXXX XXXX  including additional confirmation they received returned items Attachment C : Proof of Chargebacks to Credit Card Account Attachment D : Return Ticket from XXXX for XXXX Attachment E : Return Receipt # 1 showing return was completed Attachment F : Return Receipt # 2 showing return was completed Attachment G : CapitalOne Denial Letter Attachment H : Attempt to Contact CapitalOne on XX/XX/XXXX Attachment I : Attempt to Contac CapitalOne on XX/XX/XXXX Attachment J : Receipts sent to CapitalOne on XX/XX/XXXX Attachment K : Email received from CapitalOne on XX/XX/XXXX requesting documents Attachment L : Email showing documents uploaded to Capital One on XX/XX/XXXX I respectfully ask that this matter be re-evaluated and that my dispute be reopened. I have acted in good faith and have fulfilled all obligations required to support my claim. The mishandling of communication by the card issuer should not result in my being financially responsible for a defective and returned product. 
Thank you for your time and consideration.

Company response to consumer: Closed with explanation