Consumer complaint received 2025-04-24 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: UT

Complaint narrative:
On XX/XX/XXXX I attempted to make a pick up order through XXXX logged into my own account. When I put in the card info and it recognized it as a capital one card it redirected me to an imbedded link that took me to their capital one 's website to make the purchase. There I had to log in and submit a code they texted me. I did this several times, logging in successfully with their code but then getting a text saying it was declined and to reply yes if it was me making the purchase. It did this several times, sending me decline texts every time before I gave up and decided to go in store the next day. When I go to do that I see I have a pending charge from XXXX for the XXXX I was purchasing. I check my XXXX profile, no order record, I call the store where the pick up was, no pick up scheduled, I call XXXX customer service, they can not find an order and tell me the charge will not post. A few days later it posts and I file a dispute on XX/XX/XXXX. I get a notice from capital one their crediting my account while they process the dispute. My available credit has not updated. I call in and I'm told it's not actually a credit they just won't charge me interest. That is fine but what I need is the available credit. I had paid the card off specifically for my move and now those funds were gone. I wait and I call and they tell me their waiting for the merchant to reply. I call XXXX into I eventually get escalated to a department that I can email who has to submit a ticket just to track down this ghost purchase. They tell me they confirmed the dispute in my favor. I wait and capital one still says they have received a response. I offer them the email and the proof they told me it was declined. They tell me they can't accept it. I get escalated to a manager and over 2 weeks of calls I finally tell them I will file a CFPB if they don't take real action. The merchant has already agreed to the dispute so they can not refund me. Capital One agrees to send me a link I can provide them information with. I send the documents I have, screenshots of their text proving they're glitchy portal, and the emails from XXXX saying they confirmed my dispute and that I should not have been charged. I get an automated document sent to me replying to the docs saying they've already responded to me and attach a copy of the document saying they're waiting to hear from a merchant and that they've credited my account even though it's not a credit. It's been almost 30 days since the dispute, a week since the merchant first told me they already confirmed the dispute. I'm told if they don't get a response they will side with me on XX/XX/XXXX. This is not an acceptable timeline. There is no access to the people actually processing the support and they do not hear out customers when they try to warn them of glitches in their system and offer no remediation other than to wait while a computer takes 2 months to automate something a person could resolve in a day. Making me do it on their behalf.

Company response to consumer: Closed with explanation