Consumer complaint received 2026-03-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: ID

Complaint narrative:
Unauthorized Disclosure of Third-Party Personal Information During Dispute Investigation I am submitting this complaint regarding XXXXXXXX XXXX ( now part of Capital One , N.A . XXXX for the unauthorized disclosure of a private individuals nonpublic personal information during the handling of a billing dispute. While responding to my dispute investigation, XXXX XXXX CAPITAL ONE transmitted merchant documentation to me that contained the full personally identifiable information of an unrelated private citizen. The materials included the individuals full name, residential address, telephone number, and delivery signature. The individual identified in the documents is XXXX XXXX of XXXX XXXXXXXX XXXX who has no connection to me, my account, or my transaction. I reside in XXXXXXXX XXXX and have no affiliation with this person. I did not request and do not wish to possess another private citizens personal information. I believe this disclosure occurred because XXXX / CAPITAL ONE transmitted merchant documentation without properly reviewing or redacting the materials before sending them to me. The documentation is not related to my dispute concerning a {$1400.00} sectional sofa purchase that the merchant refused to accept for return. In addition, XXXXXXXX XXXX appears to have accepted merchant documentation without conducting adequate verification. The documentation relied upon includes significant discrepancies, including delivery to an unrelated individual in another state 53 days before my transaction occurred. XXXX / CAPITAL ONE also claimed that I am a business, and that is why my claim was denied. My card is a personal XXXX XXXX card. I had also include proof that the platform had authorized a returnless refund, which XXXX/ CAPITAL ONE ignored and told me my case was denied because I had not returned the item. The seller had refused the return and I am caught in an endless loop of non-service. Furthermore, XXXX XXXX has incorrectly asserted that this is a business account. I wish to clarify for the record that the account in question is a standard XXXX it consumer credit card used exclusively for personal and household purposes. By misclassifying this account, the bank appears to be attempting to circumvent its obligations under XXXX CFR XXXX ( Regulation Z ), which mandates a 'reasonable investigation ' of billing errors. This situation raises concerns regarding the banks safeguarding and privacy controls under the XXXX XXXX and general financial-institution privacy obligations. Consumers should not receive the personal information of unrelated third parties as part of a billing dispute investigation. Because of these circumstances, I respectfully request that the Consumer Financial Protection Bureau review whether : XXXX XXXX CAPITAL ONE 's dispute handling procedures include adequate safeguards to prevent disclosure of unrelated consumers personal information. This incident has been recorded internally as a privacy event. The affected third party has been notified if required under applicable privacy and data-safeguarding rules. The bank has implemented appropriate corrective measures to prevent similar disclosures in the future. Out of concern for the privacy of the affected individual, I also request guidance regarding the appropriate secure destruction or deletion of the materials containing the improperly disclosed information. My goal is to ensure that appropriate privacy safeguards are followed so that consumers personal information is not disclosed improperly during dispute investigations.

Company response to consumer: Closed with explanation