Consumer complaint received 2026-06-09 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: CA

Complaint narrative:
XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XX/XX/year> Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX XXXX XXXX XXXX Re : Formal Complaint Against Capital One Misrepresentation of Card Benefit and Refusal to Reimburse Account : Capital One XXXX, ending XXXX To Whom It May Concern : I am filing this complaint against Capital One regarding a {$120.00} reimbursement the bank has refused to honor after one of its own employees told me I was entitled to it. I am asking the Bureaus assistance in resolving the matter. On XX/XX/year>, I contacted Capital One and was told by an employee that my Capital One XXXX card ( ending XXXX ) was eligible for reimbursement of the XXXX XXXX XXXX XXXX XXXX enrollment fee as a benefit of the card. This representation was the specific and sole reason I proceeded to use this account for that enrollment. I relied on the employees confirmation directly and in good faith. Acting on that information, on XX/XX/year> I paid {$120.00} to the XXXX government for XXXX XXXX enrollment, expecting the statement credit I had been told my card provided. I then waited more than a month for the credit to post. After repeated follow-up, Capital One reversed its position and informed me that the charge was not eligible for reimbursement and that it would not be honored. I have since learned that the XXXX card does not carry a XXXX XXXX or XXXX XXXX credit at all. This means the employee who confirmed my eligibility on XX/XX/year> described a benefit my card does not have and never had. When I called to resolve this, Capital One representatives refused to refund the {$120.00}. During one of these calls, a senior account supervisor who identified himself as XXXX disconnected the call while I was attempting to resolve the matter in good faith. My complaint is straightforward : a Capital One employee made a definitive and incorrect representation about a benefit on my account, and I acted on it to my financial detriment. A consumer can not reasonably be expected to verify a companys own employee against the company itself. Capital One holds the recorded call from XX/XX/year> and has the ability to honor what its representative promised, yet it has refused to do either and a supervisor terminated the call rather than resolve the issue. I respectfully request the following resolution : 1. Reimbursement of the {$120.00} XXXX XXXX enrollment fee I was told my card covered. 2. A written explanation reconciling why a Capital One employee confirmed my eligibility on XX/XX/year> for a benefit the XXXX card does not provide. 3. That Capital One pull and review the recorded XX/XX/year> telephone call, which will confirm the representation made to me. I have attached documentation showing the {$120.00} charge to XXXX XXXX XXXX XXXX dated XX/XX/year>. I appreciate the Bureaus assistance and look forward to Capital Ones response. Sincerely, XXXX XXXX, XXXX Capital One account ending XXXX

Company response to consumer: Closed with explanation