Capital one card

[happyhoix]

In August DH bought a Cub Cadet electric lawn tractor at Home Depot and paid 300 for delivery.

Cub cadet started exactly once and moved exactly 2 feet. Notified capital one to put a hold on the transaction.

Spent three weeks talking to cub cadet, to cub cadet service shops, couldn’t get anyone to even look at it for 90 days, returned it to Home Depot. Service group also tried to start it, no luck, so Home Depot refunded our credit card.

Capital one sent a letter asking for information on what we tried to do to fix the problem. What date was it installed? Did we attempt to have a handyman fix it? Send proof of what the handyman said. Send an itemized list of how we tried to fix it. DH called Capital one and told them Home Depot took it back and refunded the card. This was October. Person in phone said great, I’ll fix that for you.

End of November we get our new statement from Capital one and they are once again charging us 3500 for the lawn tractor. When DH called they said Home Depot did not charge back the money they issued a credit. Capital one actually has the Home Depot return statement stating the card had been refunded.

Capital one said we still owe them 3500. DH drove to Home Depot and confirmed we never had a credit.

Capital one said our problem is with Home Depot not with them.

How do you convince a stupid credit card company a non existent credit with a vendor is just that - nonexistent?

[Deleted]

Oh wow. I’ve ever only disputed a purchase that went sideways once, and that was over 20 years ago. I have the merchant plenty of time to make it right, and only contacted my cc company after the merchant kept playing with me. It wasn’t a hassle getting a credit from my cc company.

If I understand your post correctly, you contacted your cc company to start a claim, and after that Home Depot issued you a refund, and now there is confusion with your cc company, is that correct? I still don’t have any advice (sorry!), just want to make sure I understand correctly.

[dannylion]

It sounds like you need to get documentation of the refund from Home Depot and submit copies of that and any other relevant information to a customer service level at Capital One that is above the level of the folks you talk to when you call their customer service number.  You can probably identify the appropriate departments or individuals by looking on the Capital One website (not just the credit card website, check the corporation website, too).  Submit copies of all the documentation with an explanation (I'd include a timeline as well).   

The last time I got trapped in a Kafka-esque credit card nightmare loop, I eventually looked up the address of the President/CEO and public relations department as well as the corporate-level customer service folks and sent my information to all of them.  It was fixed within a week.  

If you do decide to elevate your quest for a resolution to company executives, I would approach it as enlisting them (actually, the minions whose job it is to sort out problems like yours) as allies in an effort to fix the problem as it might be more likely to get the problem resolved quickly than giving in to the very natural impulse to vent,   

[susana1954]

happyhoix, did you ever see a copy of the refund that HD did?  Obviously, you don't still have it or you wouldn't be posting, but if you saw it, you know it exists.  Your local store has it in its files somewhere.  You should know the approximate date of return, etc.

In other words, Capital One is correct in one sense:  you are most likely going to have to get HD to work with you on this.  But if HD can confirm that you never had a credit, they should be able to get you a copy of the refund.  You stood at the service desk while they did something.

[Tiny]

Service group also tried to start it, no luck, so Home Depot refunded our credit card.

Have you checked your prior bill statements to see the 3500 negative charge (the refund) from Home Depot on your Capital One account? If you have your old statements with the original charge for 3500 and then your request for a hold and then the refund 3500 negative charge you should be able to use those 3 peices of info to get Capital one to resolve the issue. 

You need to get Capital One to recognize that charge you requested a hold on - has been successfully resolved and they need to correctly close out the "hold" transaction(s) that are still in effect in their database.

I would think that the original charge for 3500.00 from HD, and then the link to the "hold" status/transaction from HD, and then the refund of 3500.00 from HD for the original charge have some sort of "common" connecting identifier in the Capital One database.... a human probably just needs to "resolve" the old hold status or 'connect it better' to the HD refund. 

Could it be that Home Depot didn't refund the same amount as your original charge? 

[TheOtherMe]

I have had instances where I initiated a dispute and the credit was made to my account while it was investigated.   

I later received a letter telling me the resolution.

In the only time where I got the creditor to issue a refund, a charge and credit went through on the same day because I had already received the refund.   

But it was never $3500

[happyhoix]

Thanks for the advice. I went back and looked at the Capital One credit card statements on line and double check their totals - they are calling some ‘adjustments’ instead of debits, let me make sure they don’t cancel each other out. 

I would be embarrassed having a melt down over a math error I’d made. 

[susana1954]

Dec 7, 2021 20:39:47 GMT -5 happyhoix said:

Thanks for the advice. I went back and looked at the Capital One credit card statements on line and double check their totals - they are calling some ‘adjustments’ instead of debits, let me make sure they don’t cancel each other out. 

I would be embarrassed having a melt down over a math error I’d made. 

Don't confuse yourself.  Unless you first accepted a partial refund, it should be simply $3500 (or whatever the exact total is) as both a purchase and a refund.  If C1 did a temporary credit, the number should still be exact.

In my house, a single purchase of that magnitude would stand out. 

[Rukh O'Rorke]

Dec 7, 2021 20:39:47 GMT -5 happyhoix said:

Thanks for the advice. I went back and looked at the Capital One credit card statements on line and double check their totals - they are calling some ‘adjustments’ instead of debits, let me make sure they don’t cancel each other out. 

I would be embarrassed having a melt down over a math error I’d made. 

And….