Consumer complaint received 2026-04-14 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: VA

Complaint narrative:
FORMAL COMPLAINT CONSUMER FINANCIAL PROTECTION BUREAU Date : XX/XX/year> Complainant : XXXX XXXX XXXX Address : XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX Email : XXXX Phone : XXXX Respondent : Capital One XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Account : XXXX Credit Card ending in XXXX Case Number : XXXX Disputed Charge : {$32.00} Merchant : XXXXXXXX XXXX XXXX Date : XX/XX/year> I. NATURE OF COMPLAINT I am filing this complaint against Capital One XXXX. for violations of the Fair Credit Billing Act ( FCBA ), 15 U.S.C. 1666 et seq., arising from Capital One 's failure to conduct a proper investigation of a billing dispute and its acceptance of materially defective and cross-contaminated merchant evidence as grounds for closing my dispute without resolution. XXXX. BACKGROUND THE XXXX DISPUTES I placed XXXX separate orders with merchant XXXXXXXX XXXX XXXX, operating at www.langstonreed.com. Capital One opened XXXX separate dispute cases for these transactions : Case XXXX Order # XXXX XXXX XXXX XXXX XXXX {$30.00} Charged XX/XX/year>. This item was never received. This dispute was resolved in my favor and is not the subject of this complaint. Case XXXX Order # XXXXXXXX XXXX XXXX XXXX XXXXt {$32.00} Charged XX/XX/year>. This is the active dispute. The merchandise received was not as described and the merchant deliberately concealed its true foreign location, making return impossible contrary to their written return policy. XXXX. CAPITAL ONE 'S PROCEDURAL FAILURES A. Acceptance of Cross-Contaminated Merchant Evidence On or about XX/XX/year>, Capital One forwarded to me a XXXX chargeback rebuttal document ( Claim ID : XXXX ) submitted by the merchant. That document was submitted under Case XXXX ( the XXXX, Order # XXXX ), but the merchant 's rebuttal relied heavily on email communications and non-receipt claims that relate exclusively to the belt order ( Order # XXXX ), not the shirt order. Specifically, the merchant cited my statement ' I DID NOT RECEIVE IT ' as a contradiction in the shirt dispute but that statement was made in the context of the belt, which I never received. Capital One accepted this cross-contaminated, factually inaccurate document as valid merchant evidence and closed my case. B. Failure to Identify Obvious Defects in Merchant Evidence A basic review of the merchant 's rebuttal reveals internal inconsistencies that Capital One failed to identify. The merchant 's own documents list their business location variously as XXXX, XXXX ; mainland XXXX ; and a residential address in XXXX XXXX different claimed locations for the same business. This alone should have flagged the merchant 's submission as unreliable. XXXX Vague and Shifting Documentation Demands Capital One 's letters repeatedly demanded 'additional information ' without specifying what was missing from the documentation I had already provided. I submitted a signed statement of non-receipt, descriptions of my resolution attempts with the merchant, and an explanation of why return was impossible. Capital One closed the case citing insufficient documentation without identifying specifically what further documentation was needed. XXXX XXXX Contradictory Correspondence On XX/XX/year>, Capital One sent me a letter ( XXXX ) stating my documentation was received and giving me until XX/XX/year> to provide additional information. On XX/XX/year> the very next day Capital One sent a second letter ( XXXX ) stating my documentation was insufficient and closing the case. No new information was considered between these XXXX letters. IV. MERCHANT DECEPTIVE PRACTICES ( CONTEXT FOR DISPUTE ) The underlying dispute arises from the following merchant misconduct, which Capital One was obligated to investigate under the FCBA : 1. The merchant advertised 'easy returns ' but concealed that their actual fulfillment and return address is in mainland XXXX XXXX making return economically impossible the cost of international return shipping would exceed the value of the merchandise. XXXX. It took XXXX separate email exchanges before the merchant admitted their location is in mainland XXXX. Their website and all pre-sale materials omitted this material fact. XXXX. The merchant 's own chargeback documentation lists their location as XXXX, XXXX inconsistent with both their website presentation and their communications with me. XXXX. The package received bore no XXXXXXXX XXXX XXXXXXXX branding and used a return address in a private individual 's name at a Pennsylvania address further obscuring the merchant 's identity. V. RELIEF REQUESTED I request that the CFPB : XXXX. XXXXXXXX Capital One to reopen XXXX XXXX and conduct a proper XXXX investigation that correctly distinguishes the XXXX separate XXXX XXXX XXXXXXXX disputes. XXXX. XXXX Capital One to disregard the merchant 's cross-contaminated chargeback rebuttal document and require the merchant to submit evidence specific to XXXX # XXXX. XXXX. XXXX Capital One to issue a permanent credit of {$32.00} to my account. XXXX. Investigate Capital One 's dispute handling procedures for systemic failures in reviewing merchant-submitted chargeback evidence. I declare under penalty of perjury that the foregoing is true and correct to the best of my knowledge. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation