Consumer complaint received 2026-01-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CAPITAL ONE FINANCIAL CORPORATION
State: DE

Complaint narrative:
CFPB Complaint Draft Capital One Dispute Handling ( Amount : {$71.00} | Claim # XXXX ) I am filing this complaint due to Capital Ones repeated mishandling of my dispute for a {$71.00} charge and the lack of a fair or timely resolution. My Capital One claim number is XXXX. 

I have been a Capital One customer for more than XXXX years, holding checking, savings, and credit accounts. I have never experienced an issue of this nature. 
Summary of the Issue In XXXX, I purchased airport parking through XXXX for {$71.00}. When attempting to check in XXXX hours before my flight, the XXXX redemption code failed. I contacted XXXX immediately, and they acknowledged the issue but said they needed additional time to resolve ittime I did not have due to my travel. This was a merchant error that prevented me from using the service I paid for. 

Initial Dispute With Capital One I opened a dispute with Capital One and provided screenshots of the XXXX chat and the error message. During the initial call, the representative asked for supporting documents, which I emailed before the call ended. 

On XX/XX/year>, I received an email stating the merchant claimed the charge was valid. I never denied that the charge went through ; my dispute is that I was unable to use the service because of a confirmed merchant error. 

I later learned that the initial agent never attached my documents, forcing me to resend them. 

Credit Reversal & Documentation Issues On XX/XX/year>, I discovered that my temporary credit had been reversed. 
When I called customer service, I had to reexplain the entire situation. I also encountered a language barrier and was incorrectly told that my documents were not received until XX/XX/XXXX, which is not true. I submitted them during the original call. 
This demonstrates multiple instances of documentation mishandling and contradictory information from Capital One representatives. 

Current Status I was informed that my claim is now in reinvestigation, but Capital One can not provide any timeframe for completion. When I requested to escalate the issue or file a formal complaint to expedite the review, the only option offered was a mailing addressan unreasonable and outdated method for a timesensitive matter.

Reason for CFPB Filing This experience is not consistent with the level of consumer protection Capital One advertises or that I expect as a longtime customer. I have cooperated fully and provided all requested documentation multiple times. I should not be penalized for the merchants error or Capital Ones internal mishandling. 

I am requesting CFPB assistance to ensure : My dispute for {$71.00} is reviewed fairly and accurately All documentation I submitted is included in the review My temporary credit is not unfairly removed due to Capital Ones internal errors Capital One provides a clear and reasonable timeframe for resolution At this point, I need Capital One to take ownership of this matter and resolve it appropriately.

Company response to consumer: Closed with explanation