Consumer complaint received 2024-05-07 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: CA

Complaint narrative:
On XXXX, my husband and I visited a local business named XXXX XXXX, located at XXXXXX/XX/XXXX We ordered appliances for a complete kitchen for my home I was starting to construct from the ground up. We placed a deposit of {$26000.00} so that XXXX can begin in ordering my kitchen appliances. We were told that there is a XX/XX/XXXXmonth waiting time to get these items because of the slow manufacturing crisis we had during the XXXX global pandemic. Many manufactures were closed, many had no labor, we all know what happened. 

My expected delivery date was XX/XX/XXXX Then on XX/XX/XXXX I visited the XXXXXX/XX/XXXX and noticed they were closed during business hours. There was a sign on the door saying they are closed for the weekend due to operational issues. 

I sent an email to XX/XX/XXXX, requesting a refund. I received a generic response from them saying that they are receiving many emails and they will get back with me in a couple of days. ( please see attached ). 
I have NOT heard back from them yet. 

I reached out to XXXX of my sales associates that worked for XXXX, so I can see if these products are located at their warehouse. She looked up the order, and advised me that my order was NEVER ordered by XXXX in XXXX. They took my card, charged it and never ordered my items. XXXX XXXX, who has been laid off by XXXX, wrote me a letter explaining this. ( Please see attached ). You are welcome to reach out to her if needed. XXXX took money from me out of my card and never even did what they were suppose to do. This is credit card theft and fraud if you ask me. 

Therefore, I had no other alternative but to open a dispute with my XXXX XXXX with Capital One. 
They opened the dispute on XX/XX/XXXX, and Capital One credited my credit card {$200000.00} The amount I had charged to this account. The other remainder of {$6500.00} was charged to my XXXX with XXXX XXXX XXXX XXXX, now known as XXXX. 
I have a dispute open with them currently for this amount. 

Then on about approx a week later, I had called Capital One XXXX XXXX, to ask when Im able to receive this credit refund that they have given me. The agent stated that I will need to wait a little longer until the process of the dispute is completed. 

So around XXXX I received a check from Capital One for {$18000.00}, which was what my balance was on my account, as I had a balance owed of {$1700.00}. 

I deposited the check on XXXX, and the check has cleared my account. 
The dispute should had been closed when this check was issued. Capital one waited a period of time before issuing it and they did their due diligence. Why would they send me a check if there is a open dispute? Usually when a company issues refund checks, it is an admission that the issue at hand is resolved and completed. 

When a check is issued, it is issued by the back office of the credit card company. Its not magically issued by the agents or managers taking your call. 

I believe on what has happened is Capital One learned that XXXX filed XX/XX/XXXX. They knew they had no recourse in getting their money from the retailer. So they immediately rebilled my credit card on XX/XX/XXXX as a purchase adjustment, in which they have no right in doing. Especially when they know that items were never received by this retailer. 

Capital One needed to conduct this investigation and provided me fair rights as a cardholder by contacting the merchant. If the merchant doesn't respond, then I win the case. This is what was told me the day I opened this dispute on XX/XX/XXXX with Capital One. 

Capital One didn't contact the merchant. They decided to collect this $ XXXX back by rebilling me. This is unjust and violates my rights under the XXXX XXXX XXXX of XXXX. 

I have been trying numerously to have someone assist me at Capital One. Every person I speak to has a different responses. Many of them agree that this is not right and that I shouldn't be responsible for a charge for items not received. 

Today, XXXX, I asked for a separate dispute to be opened for the {$20000.00} that was rebilled to me on XXXX, they refused to open it. 

I am not sure what else to do. I have tried everything. 

Attached I will include my order XXXX XXXX notice of XX/XX/XXXX Screenshot of my order from former XXXX employee letter from former XXXX employee explaining what the screenshot says

Company response to consumer: Closed with explanation