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: FL

Complaint narrative:
On XX/XX/2025, I made a credit card purchase in the amount of {$4600.00} with a merchant located in XXXX ( XXXX  / XXXX  ) for a device marketed as a high-end professional treatment machine ( XXXX XXXX ). Shortly after the purchase, it became clear that the merchandise was not as described, was missing required components, and could not be verified as authentic. 

I timely disputed the charge with Capital One within the required timeframe. Capital One told me to first negotiate with the merchant, which I did but the merchant was difficult to deal with. Capital One said they needed a full description of the item and invoice, which I uploaded. A few weeks later, Capital One told me to upload a document of " expectation vs. reality '' of the product and that would suffice for me to win my claim. I spoke with XXXX, XXXX, and XXXX from their disputes team. 
During the dispute process, the merchant explicitly stated in writing that they do not accept returns for this device. Despite this, Capital One advised me that shipping the item back would guarantee my success in the dispute process ( yet they told me this in late XXXX ). 
Relying on Capital Ones guidance and acting in good faith, I returned the device internationally from XXXX to XXXX at my own expense as soon as Capital One told me to return it. I incurred significant shipping costs and provided Capital One with all requested documentation, including : XXXX shipping receipt and Official FedEx Proof of Delivery ( POD ) confirming the item was delivered to the merchant After I uploaded the proof of delivery, Capital One denied the dispute, stating that the timeframe to reverse the charge had expired. The denial was not based on lack of evidence, failure to return the item, or failure to comply with dispute requirements, but solely on THEIR internal processing deadline that elapsed after I completed the return and their lack of clear communication and procedures. 

At no point was I informed that returning the item could result in denial due to internal timing. I acted based on Capital Ones explicit instructions and should not be penalized for delays that occurred during Capital Ones review process. 

In summary : I disputed the charge on time, I followed Capital Ones instructions, I returned the merchandise and provided official proof of delivery from XXXX. 

Capital One denied the dispute due to internal timing, not customer non-compliance. 

This places an unreasonable burden on consumers, particularly those overseas, and constitutes unfair dispute handling and detrimental reliance, as I incurred costs and took action based on Capital Ones representations only to be denied relief afterward. 

I am requesting CFPB review because Capital Ones handling of this dispute was procedurally unfair and inconsistent with consumer protection principles.

Company response to consumer: Closed with explanation