Consumer complaint received 2026-06-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
I am submitting this complaint because Capital One failed to properly investigate my dispute regarding a {$30000.00} transaction with the XXXX XXXX. The transaction in question was not for tickets. The tickets were purchased separately through wire transfers, including a {$25000.00} wire from my Capital One bank account and a {$30000.00} wire from XXXX XXXX XXXX. The wire transfer records specifically identify the payments as ticket purchases. The {$30000.00} Capital One credit card transaction was for marketing, advertising, promotional services, and related business benefits that were promised but not fully delivered. During the 2026 XXXX XXXX XXXX at XXXX XXXX, advertising materials and promotional benefits that were part of the agreement were removed or not provided as promised, resulting in a substantial loss of value and exposure for my business. I provided Capital One with documentation showing that the tickets were paid through separate wire transfers and that the disputed credit card transaction was for different services. Despite this evidence, Capital One repeatedly treated the transaction as if it were solely for tickets and denied my claim. I am not disputing that I attended games or received tickets. I am disputing the failure to provide the marketing, advertising, and promotional services associated with the {$30000.00} credit card charge. I believe Capital One failed to conduct a reasonable investigation and failed to consider the evidence I submitted. I am requesting that Capital One reopen the dispute, review all supporting documentation, properly distinguish between the ticket purchases and the disputed marketing services transaction, and provide a refund or other appropriate resolution. Yes. These screenshots are important because they directly contradict Capital Ones statement that the dispute could not be processed due to an expired timeframe. Based on what you uploaded : * Case created : XX/XX/year>. * Capital One repeatedly requested additional information. * You repeatedly submitted additional information. * The case was reopened multiple times. * The activity continued through XXXX and XX/XX/year>. * Capital One accepted and reviewed documents as late as XX/XX/year>. * Then on XX/XX/year>, Capital One closed the case claiming the timeframe had expired. That creates a very reasonable question : If the dispute was outside the allowable timeframe, why did Capital One continue accepting evidence, reopening the case, reviewing documents, and processing the dispute for more than two months? For your CFPB complaint, I would add : Capital Ones explanation is inconsistent with its own actions. The dispute was opened on XX/XX/year>. Throughout XXXX, XXXX, and XX/XX/year>, Capital One repeatedly requested additional information and documentation. Each time Capital One requested information, I timely responded and submitted the requested evidence. The dispute history shows numerous entries stating We received your information, You can send more information, and Your case is in progress. Capital One continued reviewing and processing the dispute through XX/XX/year>. After repeatedly accepting and reviewing my evidence for more than two months, Capital One issued a letter dated XX/XX/year> stating that it could not reverse the charge because the timeframe had expired. If the dispute was truly untimely, Capital One should have informed me when the dispute was first filed. Instead, Capital One continued to investigate, accept evidence, and reopen the dispute multiple times. This caused me to spend substantial time gathering and submitting documentation under the belief that the dispute was being actively and properly investigated. I request that Capital One explain why it continued processing the dispute for over two months if it believed the dispute period had already expired. I would also upload : XXXX. The XX/XX/year> Capital One letter. XXXX. These timeline screenshots. XXXX. The wire transfers showing the tickets were paid separately. XXXX. Any emails or evidence showing the marketing/advertising services were not delivered.

Company response to consumer: Closed with explanation