Consumer complaint received 2025-09-23 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:
Company : Capital One Bank ( USA ), N.A. 
Product : Credit card Issue : Dispute resolution / Billing error failure to investigate under Regulation Z Summary of Complaint Capital One has repeatedly failed to conduct a good-faith investigation into my billing error dispute ( Case # XXXX ). Instead, they have issued contradictory, auto-generated denial letters within minutes of confirming receipt of my evidence a process that does not meet the requirements of Regulation Z ( 12 C.F.R. 1026.13 ) or the Truth in Lending Act ( 15 U.S.C. 1666 ). Complaint Narrative Capital One has failed to conduct a fair investigation into my billing error dispute ( Case # XXXX ) and instead has aligned itself with XXXX misrepresentation, effectively cutting off all avenues of relief and tethering me to a fraudulent transaction. 

On XX/XX/year>, I disputed a {$2200.00} XXXX charge for tickets Not As Described. XXXX sold me XXXX  XXXX, but XXXX delivered only XXXX  XXXX. StubHubs own XXXX XXXX defines this as Not As Described. 

Capital Ones handling since then has been riddled with contradictions and bad faith. On XX/XX/year>, a Capital One agent instructed me not to use the tickets while the dispute was pending, ensuring I forfeited their use. Yet Capital One then closed my case on XXXX XXXX XXXXXXXX, claiming goods were as described. The next day, XXXX XXXX, they sent another letter calling my XXXXXXXX XXXX  evidence package non-responsive which was false, since my submission addressed every requested category with documentation. Hours later, their portal briefly showed my case Reopened, only for an auto-generated letter minutes later to tell me my evidence was lacking and redirect me back to XXXX. By that evening, yet another email said my case was Reopened. 

These contradictory, time-stamped records prove Capital One is not conducting any substantive review. Instead, they are repeatedly issuing auto-generated denials while characterizing my full evidence submission as if it did not exist. This amounts not just to negligence but complicity : Capital One is reinforcing XXXX misrepresentation, denying my statutory right to dispute resolution, and running out the dispute clock while leaving me tethered to a fraudulent charge. 

This conduct violates : Regulation Z ( 12 C.F.R. 1026.13 ) by failing to conduct a reasonable investigation of a billing error dispute.

Truth in Lending Act ( 15 U.S.C. 1666 ) by denying my rights to fair dispute resolution. 

XXXX XXXX XXXX ( Section XXXX ) by failing to provide me an opportunity to rebut the merchants claims. 

Requested Resolution I request that Capital One be required to : Recredit the full {$2200.00} to my account. 

Correct its internal records to reflect that my XXXX XXXX submission was complete and responsive. 

XXXX XXXX material misrepresentation and Capital Ones role in perpetuating it through false valid response designations. 

Confirm that my dispute will be handled under Regulation Z procedures and not redirected to XXXX. 

Cease the practice of issuing auto-generated denials that substitute for meaningful review. 

Acknowledge XXXX material misrepresentation and Capital Ones role in perpetuating it through false valid response designations and by cutting off cardholder remedies in a manner that appears collusive rather than neutral. 

Supporting Exhibits Exhibits AN : Original evidence package ( receipt, transfer, guarantee, screenshots, market data, harm, XXXX correspondence ). 
Exhibit O : XXXX XXXX. 
Exhibit P : Capital One XXXX XXXX, XXXX  letter ( case closed, goods as described ). 
Exhibit Q : Capital One XXXX XXXX, XXXX  letter ( response non-responsive ). 
Exhibit R : Email confirmation of case reopened ( XXXX XXXX ). 
Exhibit S : Portal screenshot confirming Case In Progress. 
Exhibit T : Status Memo summarizing contradictions. 
Exhibit U : Auto-generated XXXX XXXX Dispute Update Letter telling me to work with merchant, issued minutes after case reopened. 

See attached Stubhub_Full_Submission.pdf ( Exhibits XXXX ) for full narrative of complaint and all supporting evidence.

Company response to consumer: Closed with explanation