Consumer complaint received 2025-09-09 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: KY

Complaint narrative:
I made a purchase through a government-related third party ( XXXX XXXX ) on XX/XX/XXXX. Later, the XXXX XXXX XXXX determined I was owed a reimbursement and submitted a request to the U.S. Treasury to issue the check. However, the Treasury never sent the reimbursement, or it was lost in the mail. 

For over a year, I stayed in good faith contact with representatives at the XXXX XXXXXXXX XXXX XXXX XXXXXXXX email. Most of my correspondence was with one agent, who repeatedly confirmed that my reimbursement had been approved and submitted to the Treasury. 

After a while, a second agent stepped in around XXXX. I had one phone conversation with this second agent, but the majority of communications continued to be by email. Eventually, emails to the main agent I had been working with began bouncing back around XX/XX/XXXX, and it became clear I was not going to get further help from them. With no working point of contact left, I had no way to continue pursuing the reimbursement directly. 

At that point, I filed a dispute with Capital One on XX/XX/XXXX, submitting all documentation during the dispute process, including a full chain of .gov emails confirming my reimbursement approval. 

Despite this, Capital One denied my claim on XX/XX/XXXX, citing only their 60-day dispute policy and ignoring the documentation I provided. I then filed a complaint with the XXXX XXXX XXXX on XX/XX/XXXX. 

On XX/XX/XXXX, Capital One sent the same 60-day rule response through the XXXX, stating that I should have opened the case within 60 days and refusing to provide reimbursement. I followed up citing federal law requiring them to investigate disputes even past the 60-day window. After I sent that, the XXXX  closed the dispute, stating I was merely dissatisfied because Capital One provided an answer, effectively ending the XXXX  review without further investigation. It appears no actual investigation of my supporting evidence was conducted. 

I am now filing with the CFPB because this matter has gone unresolved for over a year. The amount in question is {$43.00}, which is small to Capital One but significant to me. I believe Capital One failed to conduct a reasonable investigation of my dispute as required under the Fair Credit Billing Act ( 15 U.S.C. 1666 ).

While the statute normally provides a 60-day window ( and in some cases 180 days ), federal guidance recognizes that when third parties delay reimbursement, creditors must still review the dispute on its merits. In my case, the reimbursement was confirmed by the XXXX XXXX XXXX ( via .gov correspondence and one phone call with the second agent ) but delayed indefinitely and ultimately never received from the U.S. Treasury . Capital One has ignored this context and simply stated that I gave them nothing new and that I should have filed within 60 days without performing the investigation that the law requires. 

I acted in good faith, waited for the government to process the reimbursement, and only filed the dispute with Capital One after the XXXX XXXX and Treasury failed to issue the check. I am requesting that Capital One conduct a proper review of my documentation and reimburse the disputed charge.

Company response to consumer: Closed with monetary relief