Consumer complaint received 2024-12-23 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: VA

Complaint narrative:
XX/XX/XXXX : Placed order # XXXX on XXXX for {$XXXX}. 

XX/XX/XXXX : Contacted XXXX customer service to inquire about the status of the order, which had not arrived. Received no response. 

XX/XX/XXXX : Filed a dispute with Capital One ( XXXX # XXXX ) because the order had not been delivered, and XXXX customer service was unresponsive. 

XX/XX/XXXX : Order # XXXX was delivered. I called Capital One at XXXX to inform them the order had arrived and provided an update since I had previously filed a dispute. 

XX/XX/XXXX : Initiated a return with XXXX and shipped the item back. 

XX/XX/XXXX : XXXX received the returned item. 

XX/XX/XXXX : Called XXXX  customer service to request the refund. I was told they would follow up. 

XX/XX/XXXX : Received an email from XXXX customer service stating : " We are contacting you regarding case # XXXX. I see that your returned item was received on XX/XX/XXXX. A refund was initiated on the same day. Refunds can take XXXX business days or more depending on the bank. We suggest contacting your bank to confirm if they received the refund. If not, please contact us again. '' XX/XX/XXXX : Emailed XXXX to report that I had not received the refund and had contacted Capital One. 

XX/XX/XXXX : Sent another email to XXXX, reiterating that the refund had not been received and requesting follow-up. 

XX/XX/XXXX : Called Capital One to report that XXXX had confirmed receipt of the return on XX/XX/XXXX, but I still had not been refunded {$XXXX}. A Capital One representative instructed me to upload proof that XXXX had marked the return as received. 

XX/XX/XXXX : Uploaded documentation via the link provided by Capital One, showing that my XXXX account reflected the return as received on XX/XX/XXXX. 

XX/XX/XXXX : Emailed XXXX again to notify them of my contact with Capital One and to inform them that Capital One claimed XXXX had not initiated the refund. 

XX/XX/XXXX : Contacted XXXX again to request the refund. 

XX/XX/XXXX : Received an email from XXXX stating that their payment processor, XXXX, indicated there was an open chargeback filed with XXXX, which prevented processing the refund. 

XX/XX/XXXX : Received another email from XXXX regarding case # XXXX, stating : " Currently, we are unable to process a credit due to an open chargeback. '' XX/XX/XXXX : Called Capital One to inquire further. A representative inaccurately stated that the dispute had been closed at my request and that the timeline for reopening the dispute had expired. 

XX/XX/XXXX : Sent an email to XXXX requesting the refund, but received no response. 

XX/XX/XXXX : Called Capital One again and spoke to a representative at XXXX, who reiterated the claim that the dispute had been closed at my request, which is incorrect. 

XX/XX/XXXX : Sent another email to XXXX requesting the refund, but received no response. 

As of XX/XX/XXXX, I have not received the {$XXXX} refund owed to me. XXXX is now claiming they can not issue the refund due to issues with Capital One, while Capital One has refused to process the refund, citing confusion related to the earlier dispute. This confusion stems from the fact that I notified them the shoes were received by XXXX and provided proof of this. Despite my efforts to clarify, Capital One representatives have taken an accusatory tone during phone calls, alleging that I requested the dispute be closed after providing evidencean assertion that makes no sense. While XXXX has contributed to this problem, Capital One is unfairly exploiting me as a consumer. I kindly request your assistance in recovering the {$XXXX} that is rightfully due to me.

Company response to consumer: Closed with monetary relief