Consumer complaint received 2025-11-29 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:
I purchased XXXX baseball tickets from XXXX, for {$290.00}, on XX/XX/XXXX for a XX/XX/XXXX game. They advertised the tickets, and confirmed multiple times in writing ( which I have ) that my tickets included an aisle seat, which was a requirement for me to buy the tickets. In writing, they promised and " guaranteed '' that my purchase included an aisle seat. When I showed up at the game, I discovered that my tickets did NOT include an aisle seat ( I also have proof of this ). I immediately attempted to resolve the matter with XXXX, but they wouldn't do a single thing. The next day I complained to them again, and they only offered a XXXX  % discount on a future purchase -- but given their shady business practices, I do not intend to ever use them again, so a credit is worthless, which I told them. I demanded a partial refund back to my card but they refused. 

I initiated a dispute with my card issuer, Capital One ( I had used their XXXX XXXX ). They provided a temporary credit. Then XXXX responded to my dispute, and did not even address my complaint -- which was that they, or their seller, defrauded me by promising one thing and delivering something else that was inferior. Capital One instructed me to provide a signed statement of what happened, and my evidence, which I did. My evidence is literally incontrovertible -- I have their multiple written promises and guarantees that I purchased an aisle seat, and a photograph showing that in fact my seat did not include the aisle seat. 

Nevertheless, Capital One closed my dispute, claiming that I hadn't submitted everything they asked for. I called them and was told I needed to provide proof that I had attempted to resolve the matter with the merchant ( even though my initial submission included my signed, written statement detailing that I had ). So I wasted a bunch of time finding and printing out evidence of my efforts with the merchant, including screen shots of my online chat through XXXXXXXX XXXX website, and an email from XXXX confirming that I had uploded information to them regarding my dispute -- and uploaded all of that to Capital One. They denied my dispute again, without explanation. 

I called them yet again, and was told that because I had used the ticket -- even though it wasn't what I purchased and was inferior to what I purchased -- I was completely out of luck. I pointed out that I couldn't have known that XXXX defrauded me by failing to deliver the contracted tickets until I entered the ballpark and saw that my seat was not the aisle as XXXX promised. That didn't matter to Capital One. 

I believe that Capital One is violating their legal obligations to fairly consider credit card disputes and to credit the consumer when they have been defrauded by a merchant failing to deliver the goods or services as promised by the merchant. The clear impression I got from Capital One is that they were not interested in fairly adjudicating my dispute, and were just looking for a ( changing ) excuse to close my dispute. I believe that the CFPB should investigate Capital One 's dispute handling procedures and processes, and if it finds that they are violating their legal obligations, a very substantial monetary fine, restitution to injured consumers, and an order that Capital One must comply with its legal obligations in the future is warranted.

Company response to consumer: Closed with explanation