Consumer complaint received 2025-12-14 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:
This started back in XX/XX/year>. I was approached by a company called XXXX XXXX XXXX in regard to a timeshare my friend and I bought in XXXX XXXX XXXX the year prior. They made us believe that the timeshare was fraudulent, and that XXXX which is XXXX 's Federal consumer protection agency paid them to find people that had been scammed by this company and offer to help us get out of the fraudulent timeshare, and recuperate the money paid. 
I paid XXXX XXXX XXXXXXXX {$1100.00} for their services and started the process which included 5 different steps from stop monthly timeshare payments, placing a freeze on our credits, and filing a complaint directly with XXXX ourselves. 
After about a year XXXX contacted us to let us know that XXXX was ready to settle with us and gave us a breakdown of the settlement that read as follows. 
Settlement expected amount {$16000.00} {$1100.00} XXXX fees ( which they were refunding, because XXXX paid them ) Total amount to be refunded {$17000.00}, but they explained to us that in order for XXXX to clear the funds we would have to pay a 16 % " tax '' in ADVANCE. 
The " Tax : '' amount was {$2600.00} that was paid with my Capital One credit card, and it is what I am disputing. 
After paying, and waiting for the International Transfer that NEVER CAME, and after numerous attempts to contact XXXX by phone, and email, I contacted my Credit card company and filed a dispute. A few days later, XXXX contacted me to let me know that the refund process had changed, and that now it was going to be directly from XXXX, but in order for that to happen I needed to sign some forms stating that they had provided the service, and that I was very happy with their service. I didn't reply, and the same day, a few hours later, XXXX sent another email where they informed me that if I didn't sign those forms stating that I was a happy customer they would tell my credit card company I disappeared and did not complete the process. Since I did not reply to their clear intimidation threats they replied to the dispute, and DID EXACTLY as they threaten They replied to the dispute with false statements, and documents, and my Financial institution immediately closed my dispute in favor of the merchant. I was in constant communication with Capital One trying to have them understand what was happening, and they kept siding with the merchant. Despite providing multiple documents, proof of fraud, and evidence showing that the merchant is NO LONGER IN SERVICE and going thru BANKRUPTCY PROCEEDINGS, Capital One has repeatedly closed my dispute in favor of the merchant with no new evidence provided by them, and suggests that I RESOVE THE ISSUE WITH THE MERCHANT that has ceased operations. 
This appears to be a violation of fair dispute procedures under Regulation Z, because they are not reviewing evidence I submitted, and are not conducting a reasonable investigation. This situation has caused financial loss, emotional XXXX, and has prevented me from resolving a clear case of FRAUD. Thank you for your time and attention. I respectfully ask for your help in resolving this matter, as I have exhausted all options with Capital One.

Company response to consumer: Closed with explanation