Consumer complaint received 2026-01-06 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: FL

Complaint narrative:
On XX/XX/XXXX, I purchased a Bambu Lab XXXX XXXX printer and accessories from XXXX for {$810.00} ( including tax and shipping ) using my Capital One Visa credit card. The order was delivered around XX/XX/XXXX. 
Upon unboxing, the printer was defective : it powered on ( screen illuminated, displayed temperatures and " Ready to print '' ), but the bed was stuck in the up position with XXXX movement, even after multiple power cycles ( XXXX unplug + XXXX wait ). This made it completely unusable and not as described ( a functional XXXX printer ). The printer is large and arrived in several large boxes. 
I attempted resolution with the merchant multiple times within the XXXX return window : On XX/XX/XXXX, I submitted support ticket XXXX, providing a detailed description, photos of the defect ( powered screen/stuck bed, rear panel with serial number ), and evidence. 
The merchant acknowledged with " we will reply to you ASAP '' but provided no solution, RMA, prepaid label, or address. 
Later on XX/XX/XXXX, I spent over XXXX XXXX  in live chat with agent XXXX, reiterating details ; she refused RMA/label and marked it " Urgent, '' but no follow-up came. 
On XX/XX/XXXX, I replied in the ticket demanding return authorization if delayed ; no response. 
By the end of XX/XX/XXXX ( within a week ), the ticket disappeared from my accountthe dashboard and direct link showed " No records '' and " XXXX '' everywhere, as if it never existed, despite saved proof it was open and acknowledged. The merchant made XXXX attempts to remedy ( no XXXX ) and appears to have deleted the ticket in bad faith. 
After no resolution, I purchased a replacement printer in XXXX. 
I disputed the {$810.00} charge with Capital One in late XX/XX/XXXX. They provided a temporary credit, but on XX/XX/XXXX, rebilled it and closed the case temporarily. On XX/XX/XXXX, I submitted detailed evidence ( ticket history proving attempts and merchant inaction/ticket deletion, chat refusal, defect photos, policy ). On XX/XX/XXXX, Capital One closed the dispute in the merchant 's favor without addressing my evidence. 
On XX/XX/XXXX, I spent over XXXX hours ( XXXX XXXX  to after XXXX XXXX  ) on calls : started overseas, escalated to XXXX XXXX ( ID # XXXX ) around XXXX XXXX, who asserted I had responsibility under Visa terms to return without RMA/label/address ; then to XXXX and XXXX ( ID # XXXX ). All representatives refused to provide the exact XXXX terms supporting this when asked. This contradicts XXXX rules for Reason Code 13.3 ( effective XX/XX/XXXX ) : cardholders must attempt return or provide valid reason if unable ; merchant 's refusal/deletion provides valid reason, and merchant policy has no bearing as chargeback supersedes it. 
Capital One mishandled by ignoring evidence of my attempts, merchant bad faith ( ticket deletion ), and incorrect XXXX interpretation.

Company response to consumer: Closed with explanation