Consumer complaint received 2025-06-28 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: FL

Complaint narrative:
On XX/XX/XXXX I was unexpectedly charged {$3000.00} by XXXX in connection with an incident that occurred on XX/XX/XXXX. At the time, I had reported the damage a vandalism-related broken rear windshield and submitted a claim through my insurance provider, XXXX. I had no further involvement with XXXX after that, and the matter appeared resolved. 

When the {$3000.00} charge appeared on my Capital One credit card nearly XXXX years later, I contacted Capital One immediately. Their representative advised me to file a fraud claim, even though I expressed concern that it might not be the right classification. The agent encouraged me to proceed anyway, given the time that had passed and the unexpected nature of the charge. 

Soon after, I received a strongly worded email from XXXX, stating that they assumed I had filed the fraud claim in error and warning me to pay the {$3000.00} balance promptly. They sent Capital One a large volume of documents about XXXX pages including repair invoices and portions of their terms of service. Capital One denied my fraud claim based on this submission. 

I followed up with XXXX and was advised that they had paid the claim. XXXX confirmed this in an XX/XX/XXXX email stating that I had a balance of {$0.00}. The email explained that I owed nothing further and that the only reason they could not refund the charge was due to a hold placed by my bank. 

Because XXXX acknowledged that I was owed a refund but said they couldnt process it due to the banks hold, I asked Capital One to reverse the charge directly. Capital One responded that I would need to reopen the dispute and upload supporting evidence. 

At that time, I was in the middle of a cross-country move from XXXX to XXXX. Capital One would not accept a screenshot, and when I tried to upload a PDF of XXXX email showing my balance was {$0.00} and I was owed a refund, it was rejected for being over XXXX. I was running out of time to submit documents, and Capital One suggested I detour to a Capital One XXXX near XXXX XXXX to print and fax the email. This took me over XXXX hours out of the way, but it seemed like the cleanest option. Upon arriving at their XXXX XXXX location, I was informed that they had no fax machine and no ability to scan or assist. 

Once I arrived in XXXX, I was able to compress and upload the file properly. The email from XXXX clearly stated that I no longer owed them any money, but Capital One reviewed the file and said it wasnt sufficient proof repeating that XXXX sent like XXXX pages of stuff and [ I ] should really check it out. '' The documents XXXX submitted to Capital One approximately XXXX pages appeared to have been auto-generated as soon as the fraud dispute was received. They included basic claim documentation but did not account for the fact that the debt had been resolved. Once XXXX discovered they had already been paid, they acknowledged I had a {$0.00} balance and even stated that I was due a refund. But by then, Capital One had already closed the dispute and refused to reopen it, stating that my single PDF didnt outweigh the XXXX pages XXXX XXXX sent even though that bundle no longer reflected XXXX actual position. 

This entire situation could have been avoided if Capital One had taken the time to look at the updated facts. Instead, they punished me for initiating the wrong dispute type despite having advised me to pursue that path themselves and ignored the clearest and most relevant evidence once I submitted it. Capital One failed to handle this case with even minimal fairness, transparency, or care a serious breakdown of basic consumer protection responsibilities. 

( The account number ends in XXXX ; I do not currently have access to the full card number. )

Company response to consumer: Closed with explanation