Consumer complaint received 2025-03-06 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: OK

Complaint narrative:
CapitalOne Card Dispute Case Number : XXXX Merchant - XXXX XXXX - {$43.00} Order date - XX/XX/year> Date of transaction - XX/XX/year> Dispute initiated - XX/XX/year> Regards Capital One Customer Care Support, There have been oversights made in representments into this claim. The documents, which XXXX and myself both sent to you, and the documents Capital One appended to their previous XXXX unfavorable decisions clearly show the item wasn't delivered to my home address and that the Delivery was returned to sender prior to my receiving it.

The responsibility for credit card investigation into a member 's claim primarily falls under the purview of the issuing bank. Documentation sent to support the member 's case were my buyer account data, delivery records that myself and the merchants provided, and item 's tracking number XXXX. 

Capital One, to its shame, clearly failed to review the documents supporting the claim and found member liable and charged back the amount after issuing provisional credit siding with XXXX on the basis of their return policies and XXXX 's assertion that the item was delivered. 

I agree the item was delivered just not to me. The dog crate was returned to the original address of the sender from whence it came ( also noted in your supporting documents quite explicitly ). 

After much due diligence on my part working XXXX with XXXX then the delivery service, I resolved the products return by contacting the XXXX party delivery service through XXXX XXXX and refusing delivery prior to arriving at my home. 

The XXXX tracking details state as much and that the product was subsequently returned back to the sender with proof of delivery showing the successful delivery completed in Texas on XX/XX/year>. 

Had the documentation been examined by Capital One it shows as follows : PAGE 3 OF 27 Information from carrier, Current status : Return to Seller XX/XX/year> XXXX XXXX XXXX Delivered XXXX, TX XX/XX/year> XXXX XXXX XXXX Delivered XXXX, TX Also noted, XX/XX/year> XXXX XXXX XXXX Package is returning to seller because recipient did not accept it Further contained therein, XX/XX/year> XXXX XXXX XXXX customer refused delivery ; did not want 2.PAGE 5 of 27 Dear Customer, This is a response to your request for delivery information concerning the shipment listed below, tracking number XXXX, shipped on XX/XX/year>, Delivered on XX/XX/year>, Delivered to XXXX, TX XXXX XXXX signer HOA, Location receiver 3. PAGE 11 of 27 Don't return items to XXXX that were bought on XXXX XXXX and shipped to you by the seller 4. PAGE 12 of 27 Indicating you've been charged for the item ( s ), the charge will be reversed after XXXX receives and processes the item and verifies the expected product ( s ) in your return request shipped to you by the seller 5. PAGE 14 of 27 our remarks please see attached merchant rebuttal including applicable refund information ; 6. PAGE 17 OF 27 Rebuttal states, No credit is due because merchandise has not been returned ; please have them provide proof of the return ; the merchandise was delivered to the verified address of the cardholder Supporting documents sent by merchant states, XX/XX/year> XXXX XXXX XXXX Delivered XXXX, TX Also noted, XX/XX/year> XXXX XXXX XXXX Package is returning to seller because recipient did not accept it Further contained therein, XX/XX/year> XXXX XXXX XXXX customer refused delivery ; did not want 7. PAGE 19 of 27 Delivered on XX/XX/year>, Shipped to XXXX, TX, signed by XXXX, Location receiver 8. PAGE 25 of 27 Unconditional Satisfaction Guaranteed if you are not completely satisfied with these brands at any time, we are happy to give you a full refund : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX As A member I place a reasonable amount of trust in your financial institution to advocate in my best interests while protecting yours. Thay trust is sacred to me. However, there's been a failure here to give reasonable due investigatory attention to the accuracy of the merchant 's rebuttal and completeness of information both myself and the merchant provided to Capital One to resolve this claim in my favor and to not revisit the charge at issue again. 

Signed, XXXX XXXX

Company response to consumer: Closed with explanation