Consumer complaint received 2025-07-04 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: HI

Complaint narrative:
XX/XX/XXXX - spoke to Capital One Customer Service Representative inquired regarding filing a dispute and refund regarding a charge made with Capital One Credit card via XXXX for {$310.00}. Was told that I will be able to file for refund or dispute around the end of XXXX. 

XX/XX/XXXX - spoke to XXXX XXXX Customer Service Representative inquired regarding filing a dispute and refund regarding a charge made with Capital One Credit card via XXXX for {$310.00}. Was told that I will be able to file for refund or dispute around the end of XXXX but I continued and asked what the process of dispute or refunds will be. 

XX/XX/XXXX - spoke to Capital One Customer Service Representative to file a dispute and refund regarding a charge made with Capital One Credit card via XXXX for {$310.00}. After confirming personal info received case number and document upload link and was informed of details and deadline XX/XX/XXXX. 

XX/XX/XXXX - spoke to Capital One Customer Service Representative about receiving a new document upload link regarding the dispute case ending in 5944 since the one previously received had expired, Capital One Customer Service Representative informed me she has extended the deadline for 10 more days. 

XX/XX/XXXX - Uploaded documents ( Email correspondences from me and merchant, Order cofirmations ) to upload link provided via email from Capital One.

Called Capital One Customer Service Representative to inform them of upload and asked regarding dispute case and was inform I had missed deadline which was XX/XX/XXXX. I inquired about the deadline extension of I was given XX/XX/XXXX, I was informed they did not know and that information was not correct. I had the call escalated to the 'Fraud and dispute Supervisor ' explained regulations regarding the timeframe and limitations after that period. 

XX/XX/XXXX - Received Notification via email and checked Capital One Mobile App for new letters or statements several times since it would not load and had to attempt many times could not view that day. 

XX/XX/XXXX - Still not able to view letter or statement from Capital One due to Technical Error message popping up about 3 attempts that day. 

XX/XX/XXXX - Viewed Capital One Dispute Letter generated XX/XX/XXXX, was notified on a digital letter that the case was stated 'It lacks all of the previously requested information needed to validate your dispute. ' Called Capital One Customer Service Representative at around XXXX given no options, I had the call escalated to the 'Fraud and dispute Supervisor ' explained regulations regarding the timeframe and limitations after that period, again. 
I requested another review and another document upload link, afterwards requested info regarding insufficient info on the case and was informed of questionnaire 'Case Information Form ' and inquired best options of filling info on the form with additional options for documents to solidify case was shipping info. 

All the document attached on this document upload to Capital One * XX/XX/XXXX - 2 emails sent by me to merchant inquiring about my order. 

* XX/XX/XXXX - 2 emails 1 ) One sent as a reply from the merchant 'confirm my parcel was received at their warehouse and wanted to issue a coupon for value of USD 304.07 to reorder again '. 
2 ) One from me to merchant 'Requesting a full refund and the insured premium shipping only could be charged off if the package was lost or damaged which neither was the case and that I was not happy with all the delays and complications. ' * XX/XX/XXXX - 1 email to the merchant from me 'Asking for resolution besides the coupon offered. ' * XX/XX/XXXX - 1 email to the merchant from me 'Demanding a refund due to no reply and would like this resolved. ' * Screen shot of Tracking info from XXXX website. 

* email via XXXX confirming order from XXXXXXXX XXXX XXXX proof of shipment and tracking number * email via merchant 'XXXX XXXX shipment notification with tracking number showing * Capital One Questionnaire 'Dispute Information Form ' filled inform per advice or inquired by myself sourced from Capital One Fraud and Dispute Supervisor spoken with on XX/XX/XXXX. 

XX/XX/XXXX - Capital One notice was viewed after numerous attempts and stated 'Timeframe to reverse charge on customers accounts has expired for this charge, in the future please let us know 60 days of receiving the statement of receiving the statement that shows the disputed charge. If you will like to continue to dispute please contact the merchant and work directly with them, we consider your case closed. ' Requested Capital One to review case again. 

Requested XXXX to review charge again Will be contacting the merchant as well to resolve this issue. 

I have also attached call log history from my cellphone the conversations did take place for XX/XX/XXXX about initially asking about the disputing the charge, was informed to do so around the end of XXXX and XX/XX/XXXX about having been told that the case deadline can be and applied extending 10 days after XX/XX/XXXX deadline.

Company response to consumer: Closed with monetary relief