Consumer complaint received 2026-04-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL

Complaint narrative:
I will be filing a formal complaint with the XXXX regarding this matter. Capital One has made multiple inaccurate statements throughout this process. On XXXX XXXX, XXXX, at approximately XXXX AM, I provided all requested documentation, including detailed descriptions of each transaction. Despite this, it is clear that a thorough review was not conducted. Additionally, I have recently confirmed with XXXX ( as of XX/XX/XXXX2026 ) that Capital One never attempted to contact them regarding these disputes. This directly contradicts the implication that a proper investigation took place. I also previously requested dispute documentation for multiple XXXX-related claims involving fraudulent activity. These were never investigated, and the requested documentation was not provided. However, I do have recorded phone conversations with Capital One that document these requests and responses. At this point, I have begun recording all communications due to the repeated inconsistencies. I am prepared to submit audio recordings, including a 50-minute call from XX/XX/XXXX2026 at XXXX AM, along with a full transcript, as part of my XXXX complaint. All documentation I submitted was clearly organized and directly tied to each individual claim, not sent in bulk as has been stated. Furthermore, there have been inaccuracies regarding whether documentation was sent at all. I will escalate by submitting all supporting evidence, including call recordings and transcripts, to ensure an accurate review of this situation as these issues continue. Capital One has not even attempted to contact me. They were lying claiming they needed a more detailed description of what was ordered that I did not recieve from XXXX as of XXXX/26 it has been ov er two weeks since I provided that information along with requesting dispute documents in which that entire phone call was recorded because I knew they were going to lie. I am due over $ XXXX via amazon for one order and {$140.00} for another where they lied and sent me the wrong product and charged a restocking fee all of which I sent over to Capital via email. Now the issue is apparebtly them needing to speak with me when I have reached out to them so now instead of just having a complaint with CFPB I will be raising one with the OCC and XXXX concisely until this is resolved and I am credited my money. They did not even provide any dispute documents that I requested to rebuttal as my checking account is currently negative because they are failing to do their jobs properly and acting in bad faith for the consumer. " CAPITAL ONE NEEDS TO RESPOND IN WRITING SO THEY DO NOT LIE. They have been sent dispute documentation along with pictures of XXXX 's website for dispute where XXXX lied and sent me the wrong item and then charged me a restocking fee for the wrong item they sent. They also were sent AGAIN documentation of what was ordered since they are lying about documents being sent in bulk. THESE DOCUMENTS WERE SENT THIS MONTH IN XXXX LAST WEEK. They constantly lie so I will need confirmation in writing that they received the email if they do lie I will just upload the email I sent and watch them come up with an excuse. " I am submitting this formal rebuttal to the response provided by Capital One to the Consumer Financial Protection Bureau regarding claim # XXXX. Capital Ones statement that it did not receive sufficient documentation is false. I submitted detailed documentation over one month prior to their response. The materials included transaction-specific information, item descriptions, expected delivery dates, and supporting correspondence. The documentation was not bulk or generalized it directly corresponded to each disputed transaction. Capital Ones representation to the CFPB that proper procedures were followed is inaccurate. At no time prior to denial did they notify me that documentation was missing or insufficient. Instead, the claim was denied and only afterward did they assert lack of documentation as justification. This conduct reflects bad faith handling of a consumer dispute. Furthermore, Capital One has now been asked not only by the CFPB but also by the Office of the Comptroller of the Currency to provide the documentation they claim is lacking and to substantiate their investigation. To date, they have failed to produce clear evidence supporting their denial while continuing to maintain that all processes were followed. The pattern of behavior demonstrates : -Failure to conduct a reasonable investigation -Mischaracterization of the nature of my dispute ( which concerns non-receipt of goods, not authorization of the transaction ) -Post hoc justification of denial rather than a documented, good-faith review -Failure to respond substantively to regulatory inquiries -Representing to federal regulators that documentation was not received, when it was in fact submitted, constitutes a serious misstatement. A financial institution has an obligation to fairly and thoroughly investigate billing disputes, not dismiss them without meaningful review. I request regulatory review of Capital Ones handling of this matter and whether its representations to federal agencies were made in good faith as they have not been and I have been given wrong information on purpose. '' '' I HAVE REQUESTED DOCUMENTS FROM CAPITAL ONE FOR GOING ON OVER 2 MONTHS NOW AND THEY KEEP LYING

Company response to consumer: Closed with explanation