Credit card or prepaid card -- Problem with a purchase shown on your statement -- Complaint #4999843
Complaint Overview
Complaint ID: 4999843
Company: Capital One Financial Corporation
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: Maryland
ZIP Code: 20852
Date Received: 2021-12-11T12:00:00-05:00
Date Sent to Company: 2021-12-11T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX, I purchased a XXXX XXXX Gift voucher in the amount of {$180.00}. They do not show the calendar of availability before purchasing ( unlike similar voucher experience companies I have seen ) so when I went to redeem it, I was horrified to see there was only one date available in the next 8 months in XX/XX/XXXX. They luckily advertise a 30-day hassle-free, no-questions-asked refund policy on their site, so I reached out several times within that window to speak to someone about a refund. No one ever responded. Once I was out of that refund window, I contacted Capital One to dispute the charge. They reached out to XXXX XXXX Gifts, and that is when the company finally emailed me back ( conveniently, outside the 30-day refund window ). They asked what the problem was and I said that no one had reached out to me in the refund window so I went to my credit card company. The customer service rep from XXXX XXXX apologized profusely and said she would handle it. I thought that meant a refund, but instead, they refuted the dispute only by showing that they had indeed provided me with the voucher ( which was never the complaint in the first place ). Capital One closed my case without asking the company why no one had replied to my several emails within the refund window policy. I was on the phone with Capital One for hours asking and every customer service rep said that yeah, it was odd, but if I wanted a refund, I needed a Second Opinion letter stating that other companies would show the availability on their site. However, that is not what I am disputing! I am disputing that the company advertises a flexible refund policy but violates it by not communicating with customers in time. I have tried to reach out to a few similar companies ( XXXX XXXX, XXXX, etc ) asking for this second opinion letter but all say they can not help me. I can see clearly on their site that they do show calendar availability before purchasing, so not sure why I need a letter to state that when it is clearly viewable and proven on their site. Also, refund policies are available on the site as well, so again, not sure why requiring a company that is not involved in the situation to just state things that are visible online. What it comes down to is a company lied about their refund policy, did not communicate with me in the window of the refund policy until I timed out, and then Capital One refuses to help me stand by the dispute when every customer service rep I speak to confirms I should get a refund, but we have to follow the process. Without a random company agreeing to do this random letter, I am out {$200.00}.
Frequently Asked Questions
What is Complaint #4999843 about?
Complaint #4999843 was filed against Capital One Financial Corporation regarding Credit card or prepaid card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2021-12-11T12:00:00-05:00.
How did Capital One Financial Corporation respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against Capital One Financial Corporation?
Yes, visit the Capital One Financial Corporation company profile at readthecomplaint.com/company/capital-one-financial-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.