Consumer complaint received 2024-09-09 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: CT

Complaint narrative:
I am writing to complain about Capital One Credit card company, who have wasted my time and money refusing to refund what I payed for a product that arrived not only not as specially ordered but damaged as well. Please take the time to read my extensive and frustrating experience with this credit card company. 
About a year ago around I started a process of ordering a personal item for a family member with social issues. It was a XXXXXXXX XXXX However, it was purchased with my own funds. I ordered from a company at this link below called XXXX XXXX located in the XXXX. My invoice is from XX/XX/XXXX. 
XXXX XXXX XXXX Theyre the distributor but not the manufacturer. The brand of the product made was called XXXX XXXX. I had numerous conversations with someone named XXXX from XXXX XXXX for weeks regarding EXACTLY in detail what the item should be. Much discussion was involved concerning the item as specific attributes were desired. The item was then ordered in XX/XX/XXXX for the agreed upon price of {$2400.00}, charged through XXXX to my Capital One account. 
I did not receive the item until XX/XX/XXXX of this year. The long delay was due my many emails to XXXX regarding updates, where he would not answer emails for days or weeks and then say he would respond within XXXX hours, which he rarely did. Basically it seemed an attempt to stall the production after me paying for it, so that if they messed up the order or the product came damaged ( even after carefully review of what we were supposed to get countless times ) they could claim it was too late to demand a refund. ( This would mean XXXX cant help past 180 days and wouldnt be able to help despite the transaction was done through XXXX with a Capital One credit card ). 
The product arrived already damaged -tearing in the lower area, right out of the box. Not only was it damaged with tears, it was nothing like what I had ordered ; the incorrect XXXX XXXXXXXX ( which they said couldnt be discerned as due to lighting, which can be explained further through pictures of their emails I have from there website ). XXXX at first even acknowledged in a reply email after sending a video that it was damaged upon arrival, which I had sent directly in the companies chat box on their site. I sent them a video the day I got it and still have videos showing what was wrong. I showed evidence to them that the order was done incorrectly, in addition to of the damage, in numerous ways- the wrong type of head hardness, stiffness of the joints. ( I can move it just barely even tho Im a strong guy but the person it was meant for couldnt even move it around at all ). They refused to give me my full refund even tho I offered to send it back from my own payment of shipping. 
At this point I had to turn to Capital One. I was shocked at the horrible dishonest and inconsistent help received from them and that is why I have made this complaint to you.. I first called them to explain why I was making a dispute. They told me I should send evidence when I revived an update containing a secure link to send files after explaining my situation. I was told I didnt need to do anything yet ; I asked them over their recorded line about following steps, as I was worried about having to pay interest on this expensive item when it was done incorrectly. Again on their recorded line ( for quality and training purposes ) they told me to wait and that I would receive the link before the charge would be added per my request. They told me this over there phone, and that I would receive a notice about the case before they would recharge the card. Thats what the Capital One representative told me. I waited and then they added the charge back without the case being closed. 
I then call up and complain and was then told their representative would have never said that, but that it didnt matter as I hadnt been charged interest yet. I told them that they lied to me either way but I waited. Then I was given a secure link to use. I sent all the evidence possible to prove the product arrived damage, pictures of emails that XXXX the person from the distributor acknowledged it arrived damage from when I sent them a video the day I got it, all of my complaints listed, and him saying how this would have his full attention saying in his email ( in his words-like you showed me ) that he would help. But he changed his attitude after of course. 
The link I got from Capital One wouldnt work either. So I called up again and complained, they said to get the files I gathered to work as apparently their useless link wouldnt accept videos ( which would further prove the product wasnt done as asked ). Also none of the pictures I had wouldnt work, and my files of text wouldnt work because they had no box to copy paste-it had to be pdf and XXXX only. 
I had to then spend XXXX hours going back n fourth trying to get the upload to work. The Capital One representative then has the gall to tell me to use an app to convert the evidence since uploading would not work on their site even after using my own means of converting it. Then he tells me I need to purchase an app which costs money to use ( but had no free trial ). 
Finally I send all the file. Since I was struggling the Capital One representative told me that I could have the case extended due to my frustration and issues with their unusable link in case I had to send more. I said yes please extend it, once again the representative told me this could be done. So I waited after they received my pictures and text files and pictures of emails from both me and XXXX. Then out of no where the case is closed AGAIN without explanation and I received only XXXX usd without any heads up or notification. This is most likely due to the fact the product I ordered had been adjusted multiple times when talking with the company through email and the XXXX was supposed to be refunded PRIOR to even receiving the product, as the final product was cheaper then the initial purchase, so this credit was not from Capital One.

It seemed the credit card company didnt make any notes of my claims, or the company of the product lied to them and tried to play it off as if this was my complaint when it wasnt. Then without me even being fully notified they recharged my card even the case hadnt been settled which I was told later on ( most likely to collect more interest ). 
I called again but when getting another Capital One representative it became clear the last person I talked to once again didnt make any notes of my complaints nor took note of the pictures I had to send, which were all screen shots of my emails back and fourth with the distributor of the product, nor evidence showing that the company for the product deleted their end of the emails, how they had false information about their own product they were selling me. Showing emails with their email address and my own conversation with the very specific requested customizations. After expressing my frustration with them the Capital One representative over the phone had the audacity to tell me not to be rude. So once again I had to convert more files to show stuff I already did which would cost me more money using a purchased app in order to have them help my claim. 
I spent all that time XXXX hours on XXXX separate occasions- and then spending more, they said I still cant send them a video which once again would prove even further the product was damaged upon arrival. I was told the emails I sent would be valid, as long as they came from the company of the product, since the emails have the websites logo attached ; they explained to me the evidence from the emails of the address was to the company would be valid for the case- thats what they told me- that it would be valid if it was from the distributor. I was also told they needed the invoice XXXX receipt, but just the invoice of the payment amount. That was the guidance they gave me over their recorded line. So I sent all of that. This was going on for a month. And then after only a few mins I was transferred to someone claiming they were a manager, would close the case again without any valid explanation why even tho I provided all the evidence in the world possible to show the product wasnt as ordered and arrived damaged. Then the Capital One supervisor then tried to claim that all my evidence was invalid because the description of the product had to be all in the invoice, even tho I explained the invoice couldnt have the final description. I explained how everything that the past XXXX people from Capital One told me over and over again to do which the manager claimed that i was lying and that they would never say anything about the emails from the company or extending the case. also suggesting that the evidence I showed was invalid. 
I explained to him the structure details of the product were customized and decided within many emails between me and the distributor, that the Capital One representatives explained to me the case was extended, that the evidence either sent would be valid as long as it was the companies email address. to which he then says that doesnt matter it has to be in the invoice. He then tried to lie to me saying they would never extend a case. Said I lied about everything they had told me over their recorded line. I had already explained to him that the case had been going on for a while. He had all the information on his end. He knew it was going on. So then I get the product out and stood it up to show it doesnt match the less detailed invoice either, because he told me once again over his recorded line that if I can show the product doesnt match the description in the invoice he said that would be the only way he can help me. even tho the invoice didnt matter as much as the email, only cuz he explained thats what would matter even tho none of the other representatives said that for the month this went on. He had already been debriefed on all the details of the case which is what someone named XXXX told me before transferring me to their supervisor. As it turns out I showed the item didnt match the invoice for the payment either even tho it was much less description, and then he says, oh well its already passed the due date only after telling me to do this. 
He already knew it was past the due date, I had been told I was extended, I was told by them that the emails would be valid if from the companies address, I was told that the invoice would be evidence to prove the product was incorrect. And then he tried to say that he didnt know anything I said, and was talking about claiming that there was nothing he could do since it was past the due date. But how would I have known to use the invoice instead of the emails if every other capital one representative never told me to do or use that???? 
I was constantly given different directions, lied to over the phone multiple times on their recorded line. Guided to use a paid app. Lied to about what to do, had hours of my days and nights wasted. However by the end I had learned my lesson. i had recorded my call with this so called manager, and I called them again and recorded the call-since theyre recording it as well-to confirm from one of there representatives that cases could be extended ( after calling the exact same number ) and got someone else confirming for me that yes cases could be extended. I have the recordings. 
So this so called supervisor AGAIN gave me incorrect directions, lied to me about the details of the case, suggested I didnt meet a dead line when I was told it had been extended incase they needed more evidence, was told the invoice was the only thing that mattered after being guided by another representative to use pictures of the product and email. Was then guided to send a picture of the invoice and product YET AGAIN only to he told it didnt matter and was blatantly lied to countless times to misguide me and trick me into owing more money.

Thats all besides the fact I got an incorrectly customized, damaged upon arrival product.Capital One consistency lied to me, gave me false information, all to keep the debt as finance charges are their profit. 
I want my XXXX $ refund from Capital One from the doll company. I also want payment for the interest from Capital One Ive had to pay as of the date of the dispute ( approx XXXX $ ) and another XXXX $ for my suffering from spending countless hours going back and fourth and downloading different apps for money ( now with adds coming to my emails endlessly ) only to convert my files to meet their links requirements. Apparently an email of text isnt valid, nor screen shots, nor recordings of a companies emails, nor pictures -unless its XXXX isnt valid either. All this to meet their directions with their representatives telling me lie after lie after lie which I recorded some of the calls to prove it. Id suggest requesting access to there recorded calls as well as the text chats from the doll sites to prove EVERYTHING Im saying is 100 % true.

Capital One has become a sham company with dishonest customer service to give customers with valid complaints the run around so they can wear the person down and keep charging interest. I also suspect they assumed I would be embarrassed to keep pursuing a claim for this type of product even though it wasnt purchased for me. 
-- I can provide copy of payment and communications with doll company.

Company response to consumer: Closed with explanation