Consumer complaint received 2025-07-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA

Complaint narrative:
On XX/XX/XXXX, I purchased a pre-order for the XXXX XXXX  XXXX from user XXXX ( known as XXXX at time of purchase ) for XXXX XXXX. However, it was not made clear to me until after purchase that the expected arrival would be between XX/XX/XXXX and XX/XX/XXXX, even though the description of the item states that it would be posted a few days before the XX/XX/XXXX release date of the product. I quickly submitted a cancellation request and messaged the seller, hoping to quickly wrap up and rectify the issue. However, the seller did not respond to my message nor my cancellation request, which caused it to time out with XXXX claiming that " it's too late to cancel. '' Worried that the seller XXXX be a scammer, I initially ( and mistakenly ) tried to file a return request, thinking I would get my money back for the purchase, even though the item was not delivered to me, nor had I received any confirmation that the item was even shipped. I had tried to consult advice online and confused a return request with an XXXX request. 

Thus, I filed a dispute with Capital One on XX/XX/XXXX and the return request was rightfully closed by XXXX. In my initial dispute, I provided proof of attempted contact with the seller, pointed out the extreme discrepancy between the seller 's claimed postage date and delivery date, and the seller attempting to mark the item as shipped even though the item had not been officially released yet and the item not existing in any tracking capacity. My initial claim was denied on the provided reasoning : " Our review of internal systems and information provided by the merchant shows the transaction is valid. '' I later checked the seller 's XXXX page and noticed an influx of negative reviews coming from people who purchased the same listing, claiming that the seller had gone silent and never shipped any items, similar to in my own case. Additionally, I was provided a tracking number that did not exist in any system. When this happened, I decided to report the listing to XXXX and they found that the original listing had violated their terms of services and was taken down. 

These confirmed my suspicions that the seller was in fact engaging in fraudulent activity, making them a scammer. In that time, I tried to contact XXXX customer support about the case and they told me they would not do anything because I had filed with my payment institution. 

I called Capital One both on XX/XX/XXXX and XX/XX/XXXX requesting documentation made to resolve my claim and requested to have my case re-opened to submit new information. My case was only re-opened after the second time calling. In my additional information provided, I showed : the email that XXXX had sent me confirming that the listing I reported was removed thus the initial purchase should have never been valid, the seller 's claimed postage date and the wide gap of time that had passed since without postage, the false tracking number that also showed no evidence of being shipped in XXXX 's internal tracking system, and other customer testimonials that were also in the process of being scammed by the seller. On XX/XX/XXXX, my claim was once again denied with the reasoning : " The decision made about your claim was accurate, based on the information available during the investigation. '' With this, I called Capital One for a third time on XX/XX/XXXX requesting documentation for a third time which had never been sent to me beforehand despite multiple requests to do so. The documentation was finally sent to me on XX/XX/XXXX. In the attached documentation, XXXX tries to allege that I had not returned the item, nor was there any record of communication between me and the seller. These allegations are incorrect for multiple reasons. Firstly, I had tried to contact the seller all the way back in XXXX, and my message was never responded to. Proof of this was sent in my initial claim to Capital One as well. Secondly, as I previously explained, I had mistakenly submitted a return request instead of an XXXX request- I never had the item. Thirdly, the return request was closed by XXXX themselves because I had disputed with my payment institution.

Company response to consumer: Closed with explanation