Consumer complaint received 2026-04-11 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: SC

Complaint narrative:
Subject : Dispute Resolution Failure Discover Card ( Failure to Properly Evaluate Evidence ) I am submitting this complaint regarding how XXXX XXXX handled a billing dispute involving a {$440.00} transaction with XXXX XXXX XXXX XXXX in XXXX XXXX, XXXX. Case number XXXX. This dispute is not a matter of buyers remorse or a standard return. It involves a cancellation prior to fulfillment and refusal of merchandise, which was not properly considered in Discovers decision. On XX/XX/year>, I made a purchase in-store. The merchandise was not provided to me at the time of sale. Instead, I was told that the item would be shipped to my home. Within hours of the purchase, I attempted to cancel the transaction using the only contact method available to me, which was the merchants website contact form. I did not receive a receipt. No phone number was provided on their XXXX listing or website, and the website specifically indicated that the contact form was the best way to reach them. On XX/XX/year> at approximately XXXX PM, I opened a dispute with Discover. Despite this, the merchant did not provide the package to XXXX until XXXX PM that same day, meaning the merchandise was still fully in the merchants possession at the time the dispute was initiated and cancellation had already been attempted. When the package was later delivered to my home, I refused it and returned it to XXXX the same day. I did not accept or retain the merchandise. Discover denied my dispute and subsequent reconsideration request, stating that I had agreed to the merchants terms, which indicated no refunds, exchange only within 14 days. However, this policy applies to returns after a completed transaction where the customer has received and accepted the goods. It does not address cancellation prior to shipment, delayed fulfillment, or refusal of merchandise. The receipt provided to me by Discover does not state that cancellations are prohibited prior to shipment, nor does it state that customers will be charged if merchandise is refused. My documentation clearly shows : The dispute was opened before the shipment was picked up by XXXX The merchant shipped the item after cancellation was attempted and after the dispute was initiated The merchandise was refused and returned These facts directly contradict the merchants position that the transaction was valid based solely on delivery and acceptance of terms. Additionally, Discovers response to my reconsideration request was issued the same day and did not include any explanation or indication that my submitted evidence was meaningfully reviewed. My concern is not simply the outcome, but that Discover failed to properly evaluate key evidence and incorrectly categorized this dispute as a refund scenario rather than a cancellation prior to fulfillment. I am requesting that this dispute be re-evaluated with proper consideration of : The timing of shipment relative to cancellation and dispute initiation The fact that the merchandise was never accepted The limitations of the merchants stated policy as it applies to this situation Thank you for your time and attention to this matter.

Company response to consumer: Closed with explanation