Consumer complaint received 2026-03-03 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: SC

Complaint narrative:
XX/XX/XXXX : I ordered an overnight shipping label online from XXXX and provided my credit card number. The estimate was approximately {$40.00} to be billed when the document shipped and the shipping label was emailed to me. XX/XX/XXXX : I received a confirmation email from XXXX that they had my package and it would be delivered on XX/XX/XXXX ( which I verified by phone because I had a flight on the afternoon of XX/XX/XXXX and needed the document for the trip ) XX/XX/XXXX : The shipment did not arrive. I drove to the FedEx hub before my flight, but the document had not arrived. XX/XX/XXXX : I received a text from XXXX that the document was available for pickup, but I was already out of the country and could no longer use the document for its intended purpose. XX/XX/XXXX : I received an email from XXXX that my shipment had been delivered, but I was still out of the country XX/XX/XXXX : I received an email from XXXX that my charge had been changed from {$43.00} to {$120.00}, but no explanation was given. XX/XX/XXXX : After returning to the country on XX/XX/XXXX I filed online with FedEx for a refund since the package was not on time. It was denied without reason. I called and the representative told me that XXXX had a seasonal freeze and she could not discuss any shipments from the month of XXXX. I called my credit card company Capital One to open a dispute for the charge. XX/XX/XXXX : Capital One informed me that XXXX responded to the dispute and I needed to provide any documentation. XX/XX/XXXX : Capital One informed me that it lacked some information and they could not assist me. They did not tell me what information I lacked. I submitted documents XXXX more times during the following week, including a request in writing of what document I was missing and received the exact same letter response each time, with no acknowledgement of new documentation provided by me or what documentation Capital One was seeking from me. XX/XX/XXXX : I called Capital One to seek clarification and was guided to an affidavit from FedEx stating the package was delivered on XX/XX/XXXX. I then sent tracking information showing that this affidavit was false. I received the same form letter as before saying I lacked documentation. XX/XX/XXXX : I called XXXX and was told the reason my claim was denied was becuase XXXX had decided to deny all claims from XXXX and would not discuss any packages shipped then. I asked to speak to a supervisor and was told I was not allowed to. This policy is another contradiction to the affidavit sent by XXXX to Capital One in which it stated that refunds would be honored for packages with scheduled delivery dates 7 days before XXXX. XX/XX/XXXX : I called Capital One again to seek clarification and was told that since XXXX claimed the package was delivered I needed a credit voucher. I did not understand this request from Capital One and I reiterated that the tracking information showed the package was not delivered when promised. I also showed evidence of the online refund denial by XXXX and reported my phone conversations with FedEx in which XXXX refused to discuss the shipment. XX/XX/XXXX : After sending more documentation I called Capital One again. A supervisor said that XXXX XXXX XXXX required me to get a credit voucher from XXXX. I told her I had tried, and that what she was asking did not seem reasonable or possible and she said those were XXXX XXXX guidelines and she was inflexible. She again referenced the XXXX affidavit of delivery on XX/XX/XXXX and I again referenced the tracking information, but she told me the dispute would be closed. The tracking information from XXXX shows that the scheduled delivery was XX/XX/XXXX but that the package did not arrive in the destination town until XX/XX/XXXX. That document alone should be enough to justify removing the charge. FedEx making a false and unsubtantiated statement to Capital One that denies this should have no influence in light of the facts. The remedy should be a full removal of the charge from my credit card account.

Company response to consumer: Closed with explanation