Consumer complaint received 2026-04-09 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: IL

Complaint narrative:
I am submitting this complaint regarding XXXX handling of a {$5000.00} charge on my account and its subsequent collection of {$4900.00} while the charge was under active dispute, in violation of the Truth in Lending Act ( TILA ), 15 U.S.C. 1666. On XX/XX/2026, I was induced into what was represented as a {$10.00} charitable donation by individuals in XXXX. During the transaction, my device was briefly handled by third parties, and a {$5000.00} charge was processed without my knowledge or authorization. A verification email was accepted during that time without my control of the device. Upon regaining control, I contacted XXXX within approximately ten minuteswhile the charge was still pendingto report that the amount was not authorized. I immediately took protective actions, including contacting XXXX, reporting the incident to law enforcement, closing my XXXX account, contacting my other financial institutions, and freezing my credit reports. Despite my immediate notice, XXXX allowed the transaction to proceed. XXXX denied my initial fraud claim without providing any substantive explanation, relying solely on the assertion that I had furnished my card. On XX/XX/2026, I submitted a formal written billing dispute under TILA, clearly identifying the charge and explaining that the {$5000.00} amount did not reflect what I authorized. XXXX responded on XX/XX/2026 with a conclusory statement that it was unable to change the outcome and that the transaction was valid, without providing documentation, evidence, or a description of any reasonable investigation. Despite the pending dispute and its failure to comply with TILAs procedural requirements, XXXX proceeded to collect {$4900.00} from my account on XX/XX/2026 ( reflecting the {$5000.00} charge less a prior {$51.00} payment ). This collection occurred without first conducting a reasonable investigation or providing a substantive written explanation, as required by law. Under 15 U.S.C. 1666 ( a ), a creditor may not take any action to collect a disputed amount until these obligations are satisfied. Additionally, this transfer was executed through an automatic payment mechanism, but any prior authorization for such transfers was effectively revoked upon submission of my billing dispute. The debit therefore constitutes an unauthorized transfer of funds under 15 U.S.C. 1693a ( 12 ), as it was initiated without actual authority and after explicit notice of non-authorization. XXXX has failed to : Conduct a reasonable investigation Provide a substantive, evidence-based explanation of its determination Refrain from collecting the disputed amount during the investigation All supporting documentation, including my billing dispute, demand letter, transaction records, communications with XXXX, and evidence of immediate reporting and law enforcement involvement, are attached. I am currently represented by counsel and issued a formal demand letter to XXXX on XX/XX/2026, outlining these violations and requesting resolution. The demand letter is attached. I am requesting that the CFPB investigate XXXX noncompliance with TILA, require correction of the billing error, and ensure reimbursement of the improperly collected {$4900.00}, along with any associated interest or charges.

Company response to consumer: Closed with monetary relief