Consumer complaint received 2025-07-13 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:
On XX/XX/XXXX, I purchased XXXX  XXXXXXXX XXXX XXXX XXXX XXXX XXXX through XXXX XXXX. The order was manufactured for XXXX XXXX by XXXX XXXX and charged to my Capital One credit card ending in XXXX ( Invoice XXXX XXXXXXXX, for {$2600.00} ). 

In XX/XX/XXXX, I learned that XXXX XXXX is not licensed for XXXX XXXX According to the XXXX XXXX XXXX XXXXXXXX ( XXXX # XXXX ), XXXX XXXX failed its XXXX XXXX inspection, did not follow proper procedures, and produced medications without authorization. Put simply, the XXXX XXXX XXXXXXXX was not manufactured in a sterile environment and thus was not safe for me to put into my body. I would never have authorized this purchase had I known this. When I requested a refund from XXXX XXXX, XXXX XXXX refused and falsely claimed the medication was made by another pharmacy ( XXXX  ), which XXXX  confirmed was untrue. 

On XX/XX/XXXX, I opened a dispute with Capital One. 

I submitted extensive documentation to Capital One, showing that : The product was misrepresented. It was sold to me as medication " formulated exclusively by licensed pharmacies, '' which is a direct quote from the XXXX XXXX website. The medication I received was formulated by an unlicensed pharmacy ( XXXX XXXX ). 

The medication was unsafe. 

Evidence of my communications with XXXX XXXX showing they had refused my requests for a refund. 

On XX/XX/XXXX, I received an email from Capital One denying my dispute. I reopened the dispute on XX/XX/XXXX. It was denied on XX/XX/XXXX. I reopened the dispute on XX/XX/XXXX. It was denied. 

I escalated the issue to a Capital One XXXX named XXXX over the phone. XXXX read through my documentation and agreed I had a valid case. He advised me to take it to small claims, admitting I would likely prevail. However, he ultimately denied the refund. 

I opened a CFPB complaint on XX/XX/XXXX. Capital One denied my dispute once more on XX/XX/XXXX, with the explanation that " the merchant 's decision not to honor [ my ] refund request appears consistent with the terms and conditions the merchant makes available to consumers. '' Capital One addressed none of my evidence. I am resubmitting my CFPB complaint in a revised, simpler format. I hope this will compel Capital One to read my evidence and address the question : why am I effectively being held responsible for being defrauded by a merchant they allow on their network? 

I am requesting a full refund of {$2600.00} and a review of Capital Ones handling of disputes involving XXXX XXXX and XXXX XXXX. I ask that Capital One clarify their fraud handling process and ensure consistent treatment for customers affected by unsafe or misrepresented pharmaceutical products. Other customers of XXXX XXXX have won their disputes through Capital One with the same fact pattern. 

I ask that Capital One explain in detail why they have denied my requests for help and holds me responsible when I have been defrauded by a merchant that sold misrepresented goods. Again, the compounded XXXX was misrepresented. It was sold to me as medication " formulated exclusively by licensed pharmacies, '' which is a direct quote from the XXXX XXXX website. The medication I received was formulated by an unlicensed pharmacy ( XXXX XXXX ). 

Capital One, why am I responsible for paying for unsafe medication that was misrepresented and sold to me as safe? The response you sent previously does not address my complaint, but instead implies you are okay with a merchant on your network selling misrepresented goods. 

Please see page XXXX of the attached PDF for the fraudulent claim made by XXXX XXXX. 

Please see pages XXXX and XXXX for evidence that XXXX XXXX is not a licensed pharmacy able to manufacture sterile compounded medications like compounded XXXX.

Company response to consumer: Closed with explanation