Consumer complaint received 2025-10-31 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: CT

Complaint narrative:
To : Consumer Financial Protection Bureau ( CFPB ) Subject : Capital One Visa dispute improperly denied XXXX sold unusable tickets Summary of the Issue : I am filing a complaint regarding a charge on my Capital One XXXX card from XXXX. XXXX sold me tickets for a live event that had already begun at the time of purchase. The tickets were unusable, and XXXX refused to refund me despite my contacting them within minutes of the purchase. Capital One then denied my dispute even though the merchant did not provide the service as described. 

Details of the Transaction : Merchant : XXXX Transaction Date : XX/XX/year> Transaction Amount : {$470.00} Event : XXXX XXXX XX/XX/year> at XXXX XXXX, XXXX start Credit Card Issuer : Capital One ( Visa ) Account ending in : XXXX What Happened : On XX/XX/year>, I purchased tickets on XXXX XXXX my residence in XXXX Connecticut XXXX for a XXXX XXXX at XXXX XXXX XXXX The event was listed on XXXX as active and available for purchase, but I later discovered that the event had already started approximately 45 minutes to an hour earlier. I would not have knowingly bought tickets for a partially completed event. 

Within five minutes of the purchase, I contacted XXXX through their online help system to request cancellation or refund. I explained that the event was already underway and the tickets were unusable. XXXX refused, citing their all sales are final policy, even though the product was clearly not as advertised. 

I then submitted a dispute to Capital One under the Fair Credit Billing Act, asserting that the merchant failed to deliver the service as described. The tickets were effectively worthless because I could not attend the event from its start, which is the primary value of a live performance. 

Capital One denied my dispute without addressing that the product was not usable or as represented. The denial simply repeated that the merchants policy makes all sales final. This is not relevant under federal consumer protections a merchant can not enforce an unfair contract term to avoid responsibility for delivering a functional product or service. 

Why This Should Be Reconsidered : XXXX listing did not clearly disclose that the event was already underway. 

I acted immediately and did not receive any value from the purchase. 

The denial by Capital One failed to consider the merchants failure to provide the service as described under the Fair Credit Billing Act and Visa Core Rules ( Reason Code XXXX Merchandise/Services Not Received ). 

Requested Resolution : I respectfully request that the CFPB require Capital One to : Reinvestigate my dispute with XXXX ; Apply appropriate chargeback protections under Visa rules for services not provided as described ; and Ensure XXXX is not permitted to keep payment for a product that could not reasonably be used. 

I am attaching the following supporting documents : XXXX XXXX confirmation ( with timestamp ) which also shows the Official start time of the XXXX game Proof of my immediate refund request to XXXX and XXXX 's subsequent refusal My letter to Capital One All correspondence from Capital One including their denial notice Sincerely, XXXX XXXX XXXX 30 XXXX XXXX, XXXX CT XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation