Consumer complaint received 2026-01-29 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: LA

Complaint narrative:
I purchased a mattress and bed frame from XXXX XXXX in XXXX, XXXX on XX/XX/XXXX. I was charged {$1900.00} for the bed frame and mattress. I came back to following day, on XX/XX/XXXX, and made a purchase of XXXX pillows from XXXX XXXX with a different credit card. The amount of the XXXX pillows totaled {$350.00}. I setup the products to be delivered to my storage unit in XXXXXXXX XXXX  I confirmed the delivery date of XX/XX/XXXX with the XXXX XXXX XXXX, XXXX. I confirmed this delivery date multiple times with XXXX via the phone call the week of delivery. Upon reaching the delivery date, XX/XX/XXXX, I noticed the product wasn't being delivered, so I drove to store and spoke with the associate XXXX. I asked him to advise me on the status of the delivery. XXXX stated, a " human error '' had occurred and the product was never put on the truck for delivery. I explained to XXXX that I would not be able to have this delivered another day, which is why I set up the delivery specifically for this day. I asked him to cancel the order in order to receive a refund. XXXX advised that he'd put a " request '' to his " accounting '' department. 

I have been in communications with the merchant, XXXX XXXX, via phone number XXXX. It's been weeks and no progress has been made on issuing me a refund. I never received the goods, as the merchant missed delivery, yet the merchant does not want to provide me a refund. The merchant has acknowledged in-person and over the phone that the missed delivery was due to a " human error '', but they will not cancel or refund the order. 

I spoke with XXXX again today, XX/XX/XXXX, and he stated the accounting department has not responded, but he'd reached out again. I very much believe that the merchant and their accounting department are prolonging the process on purpose to avoid refunding me. The merchant has filed for XXXX XXXX XXXX and is clearing trying to drag out the refund process as long as possible to avoid paying the refund, as the merchant will be closing down soon. 

Furthermore, on XX/XX/XXXX, I sent an email to XXXX XXXX via the email, XXXX, requesting for an update on the status of the application. I received no response. The merchant is intentionally ignoring my request as they do not want to cancel the order and provide a refund. 

I submitted a dispute for my XXXX XXXX  with Capital One Bank for the amount of {$1900.00}. The claim number for the Capital One Dispute is # XXXX. 

I also submitted a dispute for my XXXX in the amount of {$350.00}. My bank that holds my XXXX did not provide me with a claim number for their dispute. 

I am submitting this information to CFPB as I am requesting help in having the chargeback initiated before XXXX  XXXX closes.The company has filed for XXXX XXXX XXXX, and I feel if Capital One does not proceed in a timely manner with their investigation, I may not be able to retrieve my refund. Capital One has noted that the investigation can take up to 3 months, and I don't believe we have that amount of time. A simple phone call to the XXXX XXXX store would showcase that the paid for product was not delivered. 


The merchant, XXXX XXXX, can be contacted at XXXX. My Sales Order number is # XXXX. When investigating & contacting the merchant, if the merchant advises that they will reach out to their " accounting department '', please take note that they have been doing this since I initially tried to cancel the order on XX/XX/XXXX. They are only trying to prolong the process and are just saying this to end the phone conversation. 

I have attached a document that shows my order and delivery date.

Company response to consumer: Closed with explanation