Consumer complaint received 2025-04-02 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: NY

Complaint narrative:
UPDATE : I am writing to provide an update regarding my ongoing CFPB dispute with Capital One. For almost a month now, I have been attempting to connect with Capital One regarding my original complaint. While I received an initial response, I have yet to receive any follow-up communication via phone or email, despite making several attempts to reach out. 

As a result, I am now authorizing the CFPB to proceed with my complaint without the need for Capital One to send me a DocuSign to verify my identity, as requested on XX/XX/scrub>/2025. Please note that I am not comfortable signing any documents at this time. 

I respectfully request that Capital One reach out to me via email so we can proceed with resolving my original dispute. While I am willing to accept a phone call first if necessary, I would prefer that all future communication be conducted in writing. 

I appreciate your prompt attention to this matter and look forward to your response. 

I, XXXX XXXX, am requesting that Capital One follow up on the complaint that I originally submitted on XX/XX/scrub>/2025 that I am reattaching here : On XX/XX/year>2025, I wrote a letter to Capital One, asking them to provide all documentary evidence concerning my account that is related to both the public and private sides, pursuant to XXXX. I explained that according to UCC 3-104, the contract I signed at the time of my initial application is a negotiable instrument, and nothing in the contract states otherwise. Capital One received my letter on XX/XX/XXXX, and this is the message I received via my Certified Mail tracking receipt : " Latest Update Your item was picked up at a postal facility at XXXX XXXX on XX/XX/year>2025 in XXXX XXXX XXXX, UT XXXX. '' Not only did Capital One fail to provide me with the XXXX accounting that I had requested in my letter, but they also continued to report late payments to the credit bureaus, despite the fact that my account was technically in " billing error '' status. Furthermore, I received a letter in the mail today, XX/XX/XXXX, advising me that they " are closing this account because Capital One has observed activity on one or more of your Capital One accounts that is inconsistent with typical customer account usage. '' They are demanding that I be responsible for paying the full amount of any remaining account balance and that I will continue to receive billing statements until the balance reaches XXXX. According to the Fair Credit Billing Act ( FCBA ), I understand that Capital One is required to acknowledge receipt of my billing dispute within 30 days from the date they received my letter. It has been over 30 days since my letter was received, and I have not received any acknowledgment or response from Capital One regarding my billing error request aside from the letter today regarding closure of my account. This lack of response constitutes a violation of 15 U.S.C. 1666 ( a ), which mandates that creditors must acknowledge receipt of a billing error notice within 30 days. As a result, I am requesting that the CFPB investigate this failure to comply with the legal requirements set forth in the Fair Credit Billing Act and take appropriate action.

Company response to consumer: Closed with explanation