Consumer complaint received 2026-05-18 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: TX

Complaint narrative:
I am filing a complaint regarding the handling of my credit card dispute by Capital One involving charges for tickets purchased through XXXX for the XXXX XXXX XXXX XXXX XXXX XXXX and related festival tickets. Summary of Issue : The event was originally scheduled for XX/XX/XXXX and was later rescheduled to XX/XX/XXXX. The event organizer publicly stated that ticket holders who could not attend the rescheduled dates would be eligible for refunds. I am unable to attend due to a family obligation ( my sons graduation ) and submitted a refund request through XXXX. XXXX confirmed receipt of my refund request but later stated they could not process refunds because the event organizer had not released funds. XXXX further indicated they have initiated arbitration and legal action against the organizer regarding unpaid refunds. No refund has been issued. Key Issue With Dispute Handling : In addition to the unresolved refund, Capital Ones handling of my dispute involved multiple procedural inconsistencies : -- I initiated the dispute around XX/XX/XXXX -- I received a written letter stating my account had been credited for the full amount and that I had the opportunity to submit additional supporting documentation by a stated deadline -- The letter indicated the case would be finalized based on any documentation received, without clearly stating that documentation was required for the dispute to proceed -- I relied on this communication in good faith and did not initially submit documentation -- The dispute was later denied citing a 60-day limitation from the statement date -- I was then told documentation was required and subsequently submitted it -- The dispute was denied again stating the documentation was insufficient -- I was later told verbally that a 180-day rule applied -- Finally, I was informed that no escalation was possible due to internal time limits These shifting explanations and inconsistent instructions resulted in confusion regarding requirements and prevented a clear and fair review of my dispute. It was also an extreme waste of my time. Reason for Delay in Filing / Escalation : I acted in good faith throughout this process and initially delayed further escalation because I was relying on the ongoing refund resolution process communicated by XXXX. At the time, I had submitted a refund request and was informed that refunds were pending due to the event organizer not releasing funds, and that arbitration/legal proceedings were underway to resolve the issue. Based on these representations, I reasonably believed the refund process was still actively being resolved and that escalation would not yet be necessary. I also received written communication from Capital One indicating my dispute had been credited and that additional documentation was optional unless submitted by a stated deadline. I relied on this guidance in good faith. I subsequently followed all instructions provided by Capital One representatives, submitted requested documentation when directed, and attempted multiple escalations once it became clear the dispute was being denied on procedural grounds. Requested Resolution : I am requesting that Capital One reopen and conduct a substantive review of my dispute under applicable XXXX rules for future-dated services and rescheduled events, rather than denying the claim based solely on the original transaction date or internal timing thresholds. I am also requesting a review of the dispute handling process, including inconsistent instructions and changing denial rationales. Lastly, I am requesting reimbursement of the disputed amount. Supporting Documentation Included : Proof of purchase Event reschedule confirmation Refund eligibility statement Communications from XXXX regarding delayed refunds, discouraging credit card dispute, and arbitration Capital One dispute letters and denial notices Documentation submission confirmation

Company response to consumer: Closed with explanation