Consumer complaint received 2025-10-16 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: MD

Complaint narrative:
I am filing a formal billing dispute regarding the {$860.00} device charge that has been added to my XXXX XXXX account without justification on my CapitalOne credit card. 

Below is the full and accurate record of events : On XX/XX/2025, I spoke with an XXXX XXXX sales representative and agreed to switch from T-Mobile to XXXX XXXX  based on the promise of a {$400.00} device credit promotion and a free unlimited line for XXXX year. The representative stated my cost would be approximately XXXX XXXXXXXX for the device. 

I received the XXXX XXXX XXXX XXXX XXXX XXXX My account then showed I was being billed XXXX XXXXXXXX, not what I was promised. 

I immediately contacted XXXX support on XX/XX/XXXX. Their agent admitted I was placed on the wrong plan, which made me ineligible for the promotion. I was told the only way to correct this was to exchange the device for a new one and upgrade to the XXXX XXXX plan to receive the promotional credits. 

XXXX created a device exchange order on XX/XX/XXXX, and I received the replacement device on XX/XX/XXXX. 

I activated the replacement device and returned the original XXXX XXXX using the prepaid XXXX label provided by XXXX, exactly as instructed. 

I shipped the original device on XX/XX/XXXX only because I had to transfer my number and information, within the required return window. 

XXXX confirmed delivery of the returned device on XX/XX/XXXX. 

On XX/XX/XXXX, I was wrongfully charged {$860.00} for alleged device damage, even though I returned the device exactly as required, used XXXX own shipping label, and have received no proof of damage or explanation or even the device back as of today ( XX/XX/2025 ). 

I am requesting all of the following documentation for this charge, as required under federal billing law and your own Device Payment Plan Agreement : Timestamped photos of any alleged damage taken upon arrival at your warehouse Full inspection report from the return center Copy of internal notes that led to this damage claim Proof that I caused damage before shipment Proof that a XXXX insurance claim was initiated ( because XXXX provided the label ) Explanation of why I was charged while XXXX still has the device Return evaluation decision document required under your return policy I fulfilled all contract obligations, returned the device on time, and used your return label. I acted in good faith and did everything as instructed even though it was your mistake initially to falsely sign me up. 

Under XXXX XXXX, once the device was shipped using the seller/merchants prepaid label, risk of loss transfers to the merchant XXXX XXXX XXXX 

XXXX can not keep both my returned device AND charge me {$860.00} this is unjust enrichment and has happend ( as of XX/XX/2025, I did not get the device back but I was charged on XX/XX/2025 ) The Device Payment Plan Agreement I agreed includes this clause : ANY HOLDER OF THIS CONSUMER CREDIT CONTRACT IS SUBJECT TO ALL CLAIMS AND DEFENSES WHICH THE DEBTOR COULD ASSERT AGAINST THE SELLER Retail Installment Agreement ( Consumer Rights Clause ) This means I am legally permitted to dispute this charge and assert a defense against XXXX which I am now doing.

Company response to consumer: Closed with explanation