Consumer complaint received 2026-01-07 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 am submitting this complaint due to Capital Ones failure to properly handle and conclude a credit card dispute after receiving substantial evidence, followed by a supervisor escalation that was never completed. 

On XX/XX/XXXX, I was charged {$2200.00} by XXXX XXXX XXXX for services related to contract termination assistance. These services were never rendered, and the merchant has since gone out of business. 

I filed my dispute with Capital One in early XX/XX/XXXX, after obtaining documentation confirming that the merchant had misrepresented their services and misled me for an extended period, preventing earlier discovery of non-performance. 

On XX/XX/XXXX, I received a letter from Capital One stating that the dispute could not be processed because the timeframe for the transaction had expired. This determination disregarded the evidence I submitted, including documentation showing that the merchant engaged in misleading and deceptive conduct and that services were never performed. 

As a result of that letter, my case was reviewed by a Capital One supervisor on XX/XX/XXXX ( XXXX, ID XXXX ). During that review, the supervisor acknowledged the circumstances, reclassified the dispute as Service Not Received, and escalated the case to Capital Ones Back Office / Legacy Transactions team for further review. I was explicitly advised to expect follow-up within 110 business days.

Despite this escalation : I received no written follow-up No status update was provided No written determination was issued No temporary credit was applied No request for additional documentation was made More than one month passed with no communication. 

On XX/XX/XXXX at approximately XXXXXXXX XXXX, I contacted Capital One again. Representative XXXX ( ID XXXX ) confirmed that the Back Office never followed up on the escalation. He stated that Capital One could not proceed further due to chargeback time limitations, despite acknowledging that the supervisor escalation had not been completed and no written resolution had ever been issued. I requested that this be documented and advised that I would escalate the matter to the CFPB, which he stated he would note. 

My complaint is not about disagreement with standard chargeback timelines. It is about procedural failure and reliance : Capital One accepted my dispute and reviewed evidence Capital One issued a timeframe-based denial despite delayed discovery A supervisor escalated the case for exception review Capital One failed to complete or communicate that review Capital One failed to issue a written determination I relied on Capital Ones representations and waited in good faith The merchant is out of business and never rendered services I am requesting that Capital Ones Executive Response Team review this matter and address the failure to complete the promised escalation, including consideration of an account-level credit or goodwill reimbursement due to non-performance of services and internal handling failures.

Company response to consumer: Closed with explanation