Consumer complaint received 2019-01-31 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA

Complaint narrative:
On XX/XX/XXXX I went to XXXX  to purchase and Air Mattress a long with some other items for a total amount of {$280.00}. 

About 3 month later on XX/XX/XXXX, the Air Mattress sprung an air leak. I ended up learning that the Air Mattress unlike most Air Mattresses did not come with a repair kit in the box. Unable to self-repair the Air Mattress and unable to find my purchase receipt, I took the air mattress back to XXXX to see if they could do anything to help resolve my issue. 

speaking with an employee and a manager, they were unable to verify my transaction of the purchase of the air mattress, even though I performed the transaction with a debit card using my pin. I showed them my banking statement to prove my proof of purchase, which they accepted but stated they would not give me a refund, rather, as I was just 1-day shy of the 90-day mark for any returns or transaction disputes, they would offer to  exchange the air mattress for another of equal or higher value, not less. 

I was fine with this, as I was initially satisfied with the air mattress purchase, I was not initially looking for a return but to get the same one back. Upon checking their sales floor, I could not find the air mattress, and I could not find another air mattress of higher value to exchange it with. Hopeful, I approached the manager again and explained I was unsuccessful and finding a replacement air mattress. The manager had  the same employee who was also assisting verify that they did have one in inventory, but they could not physically find it. 

The manager explained to me that this could mean that " it's in a shopping cart right now, or somebody stole it ''. I asked her if there is anything that can be done. I ask if I can receive a credit to which she denied my request stating they can not take the item back without a proper XXXX receipt. She offered that I can take the mattress to another store that has the item in stock, and conduct the exchange there. 

I went to 2 different XXXX stores and each told me the same thing, that they do not share inventory with other stores. defeated, I went back to XXXX where I purchased the item from originally and explained to the same manager what the other XXXX stores told me. She said, then at this point, there is nothing else that she can do for me. 

Undeterred, I figured I can explain the situation to my bank and get assistance on my dispute with XXXX. 

I contacted Capital One Bank on XX/XX/XXXX regarding the situation and they provided me a provisional credit while working on my claim. The provisional credit covered {$280.00} plus another {$350.00} to back pay my overdraft fees I racked up that month of the purchase. I then received my claim number : XXXX. 

On XX/XX/XXXX I received a letter in the mail from Capital One Bank stating that my claim was denied because " The Merchant Info shows there was no error '' and that my provisional credited funds, would be deducted back from my account for a grand total {$630.00} on XX/XX/XXXX I called Capital One Bank to dispute the claim decision. upon speaking with the person who handled my claim, she stated that the claim was denied because this was a purchased made with a verified debit card pin. I explained to her, that the transaction was not what I was disputing but purchase of an item that I am no longer able to use. The rep stated to me that I could have spoken with XXXX about a store credit, but this was already technically offered to me when they agreed to exchange the item for equal or higher value but I could and was not able to find a replacement. 

With no way to get help in resolving my claim with XXXX and now Capital One Bank. I decided to contact Master Card as I recall Master Card having some form of a program called " Buyer 's remorse ''. I contacted Master Card and followed the prompts on the phone until I made it to their debit card claims department. After explaining my situation to them, Master Card stated, they can not assist with my concerns as my Master Card was issued by Capital One Bank and they advised I take the concern up with them.

Company response to consumer: Closed with explanation