Consumer complaint received 2025-11-06 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: WA

Complaint narrative:
Subject : Request for Assistance - Mishandled Credit Card Dispute by Capital One Dear CFPB Representative, I am writing to request your assistance regarding a mishandled credit card dispute with Capital One Bank ( XXXX ), XXXX. 

On XX/XX/year>, I purchased a pair of XXXX AI glasses from XXXXXXXX, Order No. XXXX. The item was delivered on XX/XX/year>. Upon arrival, the product was damaged. I contacted XXXX Customer Service on XX/XX/year>, provided clear photographs showing the defects, and requested a return. Their representatives- XXXX XXXX and later XXXX XXXX. - confirmed in writing that I did not need to return the item and that a refund would be processed immediately. 

Despite these assurances, XXXX XXXX XXXX issue the refund or replacement. After multiple follow-ups, I was instructed to return the glasses in person, which I did on XX/XX/year>, at a XXXX store. That same day, XXXX confirmed XXXX email that they had received the returned item and processed a refund to my Capital One card. On XX/XX/year>, they again confirmed that the refund had been issued. 

As of today, I have not received any credit or refund from the merchant, even though the item was returned and I no longer have possession of it. I have attached all relevant documentation, including : Emails from XXXX confirming the refund and their acknowledgment of the damaged item Photographs of the defective product upon delivery Proof of in-store return and delivery confirmation I opened a billing dispute with Capital One, but the bank has repeatedly mishandled my case. I contacted them on XX/XX/year> ; XX/XX/year> ; multiple times in XX/XX/year> ; XX/XX/year> ; and XX/XX/year>. 

Each time, Capital One denied my dispute claiming they did not receive the evidence they requested - even though I sent the documents multiple times and in duplicate through their secure upload link, email, and chat. I have confirmation from a Capital One representative by phone that my documentation was received and sufficient, yet just XXXX hours later, I received a system denial notice stating evidence not received. 

This clearly indicates either a system glitch or procedural failure on Capital Ones part. Even after providing proof that XXXX admitted fault and confirmed the refund, Capital One has refused to re-open or correct the dispute. 

I have made every reasonable effort to resolve this directly with Capital One, but they have failed to review the evidence or process the rightful credit. 

I respectfully request that the CFPB assist in reviewing this case and require Capital One to reopen and properly investigate the dispute so I can receive the refund I am owed for the defective, returned product. 

Thank you for your time and attention. Please let me know if you require any additional information or documents. 

Sincerely,

Company response to consumer: Closed with monetary relief