Consumer complaint received 2026-05-24 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: NJ

Complaint narrative:
XX/XX/year>, I filed a dispute with XXXX XXXX regarding a transaction involving merchant XXXX XXXX in the amount of {$120.00} ( Case Number : XXXX ). Prior to filing the dispute, I made repeated attempts to contact the merchant through email, which appeared to be the only available method of communication. Despite at least five separate attempts, the merchant failed to respond. In XX/XX/year>, I contacted XXXX Dispute Resolution Department by phone and spoke with a representative identified as XXXX. I requested her employee identification number ; however, she informed me that XXXX representatives do not provide employee IDs. During the call, I followed up regarding my dispute for merchandise that I never received. XXXX informed me that XXXX had ruled in favor of the merchant. I explained that I never took possession of the merchandise and that there is no reliable evidence demonstrating delivery to my residence. Specifically, there is no signature confirmation, no identifying photo of my home, and no proof that the package was delivered to my address. XXXX stated that the merchant had provided a XXXX tracking number showing the package as delivered. However, the delivery photo associated with the tracking information clearly does not depict my residence. The image only shows a small, unidentifiable section of a porch that is not mine. I specifically raised this issue during the dispute process. Additionally, XXXX stated that XXXX is not required to photograph the delivery location. However, in this case, XXXX did provide a delivery photo, and the photo fails to establish delivery to my home. This position was contradictory and failed to address the central issue : there is no evidence that I received the merchandise. XXXX then suggested that I file a claim directly with XXXX. I explained that under basic contract and consumer protection principles, possession does not transfer to the buyer unless there is clear and credible evidence that the buyer actually received the goods. Since no such evidence exists here, responsibility remains with the merchant, who should seek reimbursement through the carrier or any applicable shipping insurance. My concerns and legal arguments were not meaningfully addressed. I requested that XXXX initiate an appeal of the dispute decision, but XXXX refused to do so. The facts remain straightforward : I did not receive the merchandise. There is no proof of delivery to my residence, no signature confirmation, and no identifying evidence showing that the package was delivered to the correct address. The only evidence provided was a tracking record indicating that the merchant shipped the item through XXXX and that XXXX marked the package as delivered. Such evidence alone is insufficient, particularly where the carrier may have delivered the package to the wrong address or otherwise failed to complete delivery properly. It is unreasonable for XXXX to deny my dispute without clear evidence that the package was actually delivered to my residence. XXXX handling of this matter appears inconsistent with established consumer protection principles and with the protections afforded under the Fair Credit Billing Act ( FCBA ), 15 U.S.C. 1666. Under the FCBA, consumers have the right to dispute billing errors, including charges for goods that were not delivered or not accepted by the consumer. Merchandise that was never received constitutes a billing error under the statute. Despite this, XXXX failed to properly investigate the dispute and instead relied solely on a tracking notation supplied by the merchant. I repeatedly explained that a delivery status alone does not prove actual receipt by the consumer. Packages may be misdelivered, lost, stolen, or incorrectly marked as delivered. I further explained that there is no evidence connecting the alleged delivery to my actual residence or establishing that I personally received or accepted the goods. These concerns were disregarded. XXXX dispute department ignored the absence of proof of possession and failed to meaningfully apply the protections guaranteed under the FCBA, specifically 15 U.S.C. 1666. Accordingly, I respectfully request assistance in reviewing and rectifying this matter. I also request that appropriate corrective or punitive measures be considered against XXXX XXXX for its apparent failure to comply with applicable consumer protection laws and its refusal to provide relief for merchandise that was never received.

Company response to consumer: Closed with explanation