Consumer complaint received 2026-05-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Add-on products and services
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PR

Complaint narrative:
I am filing this complaint regarding the handling and denial of my Capital One XXXX XXXX XXXX XXXX XXXX XXXX. The claim was administered by XXXX XXXX XXXX XXXX XXXX and relates to a credit card benefit underwritten by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. My claim was filed on XX/XX/XXXX. I cooperated with the claim process and provided documentation and explanations in good faith, including wireless billing documentation, proof of card payment, proof of replacement, proof of travel, proof regarding my primary carrier coverage limitations, and written explanations regarding the circumstances of the loss. The problem is that the administrators documentation requests changed over time. Initial requests concerned wireless billing statements and proof of card payment. Later requests concerned carrier insurance, carrier claim denial/deductible proof, and travel documentation showing I was abroad at the time of the incident. Only later did the administrator request a diagnostic report. The diagnostic report was not reasonably obtainable under the circumstances. At the time of the incident, I was traveling in XXXX. I attempted to explore service options, but was advised that diagnosing/opening the U.S. model internationally could potentially cause further damage and would take approximately two days. Because I needed a functioning phone immediately while traveling, proceeding with that diagnostic was not feasible, and I purchased a replacement device out of pocket. I did not ignore the diagnostic request or fail to cooperate. I explained that the requested diagnostic was not reasonably obtainable. Despite this, the administrator denied the claim on XX/XX/XXXX, stating that additional documentation requested was not received within the timeframe listed in the Guide to Benefits. I believe this denial mischaracterizes the claim record. This was not a failure to submit available documentation. It was a situation where the later-requested diagnostic report was not reasonably obtainable, and I explained that before denial. The administrator also continued requesting the diagnostic in XXXX and XX/XX/XXXX without clearly stating that the claim had expired or that further documentation/explanations would no longer be accepted. This continued processing reasonably indicated that the claim remained active and under review. I requested a policy-based explanation for the denial, including the exact Guide to Benefits provision relied on, the exact deadline date applied, the exact date of loss used to calculate the deadline, and an explanation of why the claim was denied for untimely documentation even though I had explained that the requested diagnostic report was not reasonably obtainable under the circumstances. I also asked them to explain why they continued requesting documentation in XXXX and XXXX if they considered the claim already ineligible due to the documentation deadline. I am requesting that Capital One review the handling of this benefit claim, require a policy-based review by the benefit administrator, reopen or reconsider the claim, and evaluate it based on the documentation and explanations already submitted.

Company response to consumer: Closed with explanation