Consumer complaint received 2024-04-30 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:
XXXX and XXXX XXXX Capital One Dispute Case XXXX Hello, I would like to complain about unfair and negligent consumer practices exhibited by Capital One credit card dispute resolution department. Capital One closed my dispute case without a proper review, even though all documentation requested by them has been provided. 

The dispute was initiated by XXXX XXXX - an authorized credit card user ( The Customer ) against XXXX XXXX ( The Merchant ) due to an unauthorized charge of {$170.00} via Capital One Visa card for XXXX - XXXX membership services that haven't been provided. 

Capital One issued a conditional credit for {$170.00} to the Customer 's account on XX/XX/XXXX, and asked the Merchant for a response The Merchant responded ( falsely ) that the Customer had not provided a cancellation notice. The Merchant provided the following documentation : The policy agreement ( including the cancellation policy ) signed by The Customer in XXXX using an online form - Document 1 < please note that none of those were communicated to the Customer at the time of cancellation ; moreover, the Merchant acknowledged the service cancellation ; and then promised to revert the XXXX charge. Have we known that the Merchant was planning to charge us for one more month, we would have certainly used the services > Capital One closed the dispute on XX/XX/XXXX, based on Merchant 's response The Customer called Capital One on XX/XX/XXXX and asked to re-open the dispute due to the incomplete and false information provided by the Merchant The Customer sent the required documentation on XX/XX/XXXX including : The evidence of multiple emails attempting to resolve the matter with the Merchant before initiating the dispute - XXXX  XXXX The written ( email ) communication with the Merchant including the cancellation notice, the Merchant 's acknowledgment of this cancellation notice, and the Merchant 's promise to revert the unauthorized charge - XXXX XXXX Capital One acknowledged the receipt of the documents and closed the dispute on XX/XX/XXXX providing the following explanation ( Document 4 ) " While we have received your response to this request, it lacks all of the previously requested information needed to validate your dispute. Unfortunately, based on the information we have, we are unable to assist with your claim. If you still want to dispute the charge, please contact the merchant and work directly with them. At this time, we consider your case closed ... '' No further details have been provided by Capital One ( e.g. what information is missing ) All of the information Capital One requested to resolve the dispute has been provided ( XXXX XXXX ), so the above-mentioned statement by Capital One is deceptive and contradictory. Capital One used a standard-templated letter to mask the unwillingness to spend its resources on reviewing dispute documents and bringing the dispute to its fair conclusion : thereby causing consumer harm. 

Enclosing Documents XXXX for references Please assist me in resolving this matter by escalating it to the proper channels within Capital One Kind regards, XXXX and XXXX XXXX XX/XX/XXXXXXXX XXXX XXXX

Company response to consumer: Closed with explanation