Consumer complaint received 2026-03-31 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: MO

Complaint narrative:
XX/XX/year> Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, DC XXXX Subject : Complaint Against XXXX Card Failure to Conduct Reasonable Investigation and Improper Denial of Fraud Dispute To Whom It May Concern : I am filing this complaint against Discover Financial Services XXXX regarding its improper handling and denial of a credit card dispute involving a fraudulent transaction in the amount of {$310.00}. A dispute was filed with them after XXXX improperly ruled in favor the seller, although they were also provided with proof that the merchandise was not received by me. With regard to XXXX involvement in the matter, I believe they failed to comply with its legal obligations under the Fair Credit Billing Act ( FCBA ) by not conducting a reasonable investigation and by issuing a decision that ignores substantial documented evidence of fraud. Summary of XXXX XXXX This dispute involves a multi-party fraud scheme tied to an XXXX seller and compromised consumer data. I have submitted XXXX exhibits of documented evidence demonstrating the following : XXXX. The XXXX seller used personal information from my XX/XX/year> purchase. XXXX. That information was combined with a hacked XXXX account belonging to a California consumer, resulting in a separate fraudulent charge of {$440.00} to that individual. XXXX. Within XXXX days of my purchase, fraudulent communications were uploaded to XXXX impersonating that California consumer. XXXX. These communications directed a manufacturer to reroute fraudulently ordered merchandise to my address in XXXX XXXX, Missouri. XXXX. The shipment never arrived at my address and was instead intercepted and redirected back to California at the sellers direction. XXXX. The seller provided me with a fraudulent FedEx tracking number on the order that I placed on XX/XX/year>. XXXX. Verified shipping records show the package was delivered to an unrelated address in XXXX, Missouri, not to me. Failure of Discovers Investigation Despite being presented with extensive documentation, XXXX : - Failed to meaningfully review or address the XXXX exhibits submitted - Relied on merchant-provided information that is demonstrably false or misleading - Ignored clear evidence of third-party fraud, identity misuse, and shipment diversion - Did not provide a detailed or adequate explanation of how its decision was reached - Upheld the charge despite proof that I never received the merchandise Under federal law, credit card issuers are required to conduct a reasonable investigation and provide a written explanation of their findings. They must also resolve disputes within defined timeframes and can not rely solely on merchant assertions without evaluating consumer evidence. Legal Concerns Discovers actions raise serious concerns under the Fair Credit Billing Act FCBA, including : - Failure to conduct a reasonable investigation - Failure to properly evaluate evidence submitted by the consumer - Failure to provide a sufficient explanation of findings - Improper denial of a dispute involving : - Unauthorized/fraudulent activity - Goods not received The XXXX specifically protects consumers from liability for unauthorized charges and for charges involving goods that were never delivered. Impact As a result of Discovers actions : - I have been held financially responsible for a fraudulent transaction- I have spent significant time compiling and submitting extensive evidence- I have lost confidence in Discovers dispute resolution process -- -Supporting Documentation I have attached XXXX exhibits, including : - Shipping and delivery records- FedEx tracking discrepancies- Screenshots of fraudulent communications - Evidence of identity misuse and third-party account compromise - Correspondence with XXXX and XXXX

Company response to consumer: Closed with explanation