Consumer complaint received 2025-06-25 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: CO

Complaint narrative:
On XX/XX/XXXX XXXX, XXXX, I placed an order with XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXXXXXX for a total of {$630.00}. I paid for this with my Capital One credit card. The order # was XXXX. 
Shortly after, I received notifications that it was being shipped. The items in order # XXXX all arrived on XX/XX/XXXX via USPS. I tried on the XXXX XXXX  and found that it did not fit. I made an appointment with my dental provider and he agreed that the device needed to be modified. XXXX XXXX XXXXXXXX guaranteed fit on their website, so I contacted them about adjusting the device. They agreed that it could be returned to them for modification. I have email exchanges as proof of this. 
XXXX  XXXX XXXX provided me with a return label via USPS. On XX/XX/XXXX, I packed the device in a package and attached the provided label, which I had printed out. I mailed the package at the United States Post Office located in XXXX, Colorado. I was not given an additional receipt by the post office. The tracking number on the package was XXXX. 
On XX/XX/XXXX, I received the email ( which I have already submitted ) that starts with, Hi, we have received your impressions and they look good. The email subject was Order update/In production. I believed that this meant the XXXX XXXX received my returned device and was working on modifications. I decided to wait to receive my modified device, since I was told it could take 6-8 weeks. 
I waited and received nothing in the mail and no further communication. 
On XX/XX/XXXX, I responded to the email sent on XX/XX/XXXX, asking for any updates on my XXXX XXXX. I did not receive a response. 
I sent messages on XX/XX/XXXX and XX/XX/XXXX, asking again about the device and saying that if I do not hear a response, I will open a dispute. At this time, I requested a refund. I did not receive a response. 
On XX/XX/XXXX, I received an email asking me to Please return the unacceptable product as soon as possible. 
I responded that I had already returned the device/product on XX/XX/XXXX and provided the tracking number. I asked for confirmation if they had received it. I did not receive a response. 
I checked on the status of the tracking number myself and discovered that the package was never scanned by the XXXX. I notified XXXX XXXX XXXX via email and left a voice message on their phone that I had I returned my XXXX  for modifications using the label they provided ( tracking number XXXX ) on XX/XX/XXXX. However, USPS shows no scans, meaning it never entered their system. After XXXX months, neither tracking updates nor delivery have occurred. This strongly suggests USPS never processed the package and may have lost it before intake. 
I requested that they please submit a XXXXXXXX XXXX XXXX  with USPS on this tracking number and issue a refund the item appears to be lost. 
I followed all instructions and dropped it off at the USPS in XXXX, Colorado, so this issue falls outside my control. I received NO RESPONSE from XXXX XXXX XXXX 
Because I was charged for this item and returned it as instructed by the merchant and now have no XXXX  XXXX, and the merchant has been uncooperative and unresponsive, I requested a dispute with my credit card, Capital One, which was denied because " it fell outside of their time limit. '' I am very upset that Capital One is refusing to protect me as a customer, since this money was essentially stolen from me by an unresponsive merchant who is not cooperating to resolve this issue with me. I have researched XXXX XXXX XXXX  on the XXXX XXXX XXXX and found many similar complaints where they took payment and failed to provide a product, and they are not XXXX  verified. I submitted a complaint through the XXXX XXXX XXXX and again, XXXX XXXX XXXXXXXX has not responded. 
I want a refund of my purchase amount because I do not have the device that I paid for, although I followed all of the merchant 's directions absolutely. Capital One is responsible for resolving this dispute as the merchant is not communicating with me and I paid for the purchase with this credit card for the purpose of purchase protection.

Company response to consumer: Closed with explanation