Consumer complaint received 2025-01-30 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: CA

Complaint narrative:
XXXX. Summary of the Issue : I am filing a complaint against Capital One for mishandling my dispute regarding a {$500.00} charge from XXXX XXXX XXXX  on XX/XX/XXXX. I never enrolled in, accessed, or received XXXX XXXX XXXX  paid service. However, the merchant falsely claimed that I had, and Capital One sided with the merchant despite clear contradictions in the merchants own emails confirming that I was never enrolled. 

Capital One failed to conduct a fair investigation, ultimately rebilling the disputed charge to my account without verifying the facts. Additionally, they have placed an unreasonable burden of proof on me by demanding I prove a negativeproving that I never received accesswhich is logically impossible. 

After making the payment, I reasonably expected to receive a receipt, invoice, enrollment confirmation, and/or access credentialsas is standard practice when purchasing a service. None of these were provided. For over XXXX weeks ( XX/XX/XXXX XX/XX/XXXX ), I waited for access details, assuming they would arrive. However, I received no follow-up emails, no onboarding information, and no login credentials. 

In fact, XXXX  XXXX XXXX own emails confirm that I was never enrolled, contradicting the supposed evidence they provided to Capital One. Despite this, Capital One closed my dispute without verifying the authenticity of the merchants claim and unfairly rebilled the charge to my account. 

Capital Ones failure to conduct due diligence and its refusal to acknowledge clear contradictions in the merchants own communications constitute a violation of fair consumer dispute resolution practices. 


XXXX. XXXX of the Dispute : XX/XX/XXXX I made a {$500.00} deposit via a link provided during a video call with XXXX  XXXX XXXX. 
Immediately After Payment I expected to receive a receipt, invoice, enrollment confirmation, login credentials, or access to paid resourcesall standard expectations after purchasing a service. However, I received nothing. 
XX/XX/XXXX After still receiving no information, I disputed the charge with Capital One, explaining that I never enrolled or accessed the service. Capital One temporarily credited my account while reviewing the case. 
December 16-17, 2024 XXXX  XXXX XXXX emailed me confirming that I was never enrolled. However, they pressured me to withdraw the dispute, claiming they could only issue a refund if I removed the dispute. This behavior is highly suspicious and suggests that their documentation to Capital One was misleading or falsified. 
XX/XX/XXXX Capital One closed my dispute and rebilled my account, citing that the merchant provided proof of service received. However, Capital One failed to verify the merchants claims, ignoring the merchants own emails confirming my non-enrollment. 
XX/XX/XXXX I submitted additional evidence to Capital One, including details of the merchants contradictory statements. I requested them to reopen the dispute for a proper investigation. 
XX/XX/XXXX Capital One closed my dispute again, stating that my response lacked the requested evidence. They are forcing me to prove a negative, demanding that I provide evidence that does not exist ( i.e., proving I never received access, despite the merchants own confirmation ).

3. Key Issues and Why Capital Ones Decision Was Unfair : 3-a. Failure to Verify Contradictory Evidence : The Human Reach acknowledged in writing that I was never enrolled but still provided contradictory information to Capital One claiming I had accessed the service. 
Capital One ignored the merchants own emails confirming my non-enrollment and blindly accepted the merchants documentation without verification. 

3-b. Unfair Dispute Handling & Burden of Proof : Capital One is placing an unfair and impossible burden on me by demanding I prove that I never received service. 
It is logically impossible to provide evidence of something that never happened ( e.g., an invoice, login credentials, or service access that was never sent ). 

3-c. Merchants Unethical Behavior & Pressure : The Human Reach pressured me to withdraw the dispute, stating they would only refund me if I removed the dispute.

If they were willing to refund me, that itself is evidence that their charge was unjustified.

This suggests that their documentation to Capital One was misleading or falsified.

3-d. Capital Ones Failure to Conduct a Proper Investigation : Capital One failed to ask The Human Reach for clear proof of service access, login credentials, or usage records.

They never considered my submitted evidence, including the merchants own contradictory emails.

4. Supporting Documents : I am including the following evidence to support my complaint : 4-a. Capital One Dispute Correspondence : XXXX ( XX/XX/XXXX ) Initial dispute acknowledgment XXXX ( XX/XX/XXXX ) Dispute closed & charge rebilled XXXX, XXXX ( XX/XX/XXXX ) Dispute denied due to lack of evidence 4-b. Email & Text Messages from The XXXX XXXXh Confirming I Was Never Enrolled Merchants Voicemail & Messages Pressuring Me to Remove the Dispute Screenshots of Payment Transaction & Lack of Service Access Credentials 5. Final Statement : Capital Ones handling of my dispute was fundamentally unfair and in violation of consumer rights. They failed to conduct a proper investigation, ignored clear contradictions in the merchants own emails, and placed an unfair burden of proof on me. 
I kindly ask the CFPB for help to hold Capital One accountable for their dispute-handling failures and require them to resolve my case fairly by refunding the disputed charge.

Company response to consumer: Closed with monetary relief