Consumer complaint received 2025-11-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
CFPB Complaint Statement Against Capital One and XXXX XXXXt I am filing a complaint regarding Capital Ones handling of my dispute for charges made by a credit repair company called XXXX XXXX. I believe Capital One failed to properly investigate my dispute, and XXXX XXXX provided an unsatisfactory service while continuing to bill me without delivering the value they promised. 

Background I enrolled with XXXX XXXX for credit repair services, but over the six months I was a customer, the company consistently failed to provide meaningful service. They did not communicate progress, did not inform me of any updates to my credit report, and did not respond to multiple attempts I made to get information about the work they claimed to be doing. 

During the time I was with them, I repeatedly raised concerns about the lack of service. XXXX XXXX acknowledged my complaints by lowering my monthly fee from {$130.00} to {$79.00} for two billing cycles twice. Despite this, the service never improved, and the company still failed to deliver the promised results. 

Charges in Question XXXX XXXX charged me the following amounts : XX/XX/year> {$190.00} ( startup fee ) XX/XX/year> {$130.00} XX/XX/year> {$79.00} XX/XX/year> {$79.00} XX/XX/year> {$79.00} XX/XX/year> {$79.00} ( the only charge Capital One approved for dispute ) XX/XX/year> {$130.00} These charges total {$790.00}. Capital One only approved the {$79.00} charge from XX/XX/year>, but denied disputes for the remaining {$710.00}, which they had previously issued to me as temporary credit and now expect me to repay. 

Capital One Dispute Issue Capital Ones dispute policy states that customers may dispute transactions for unsatisfactory service. XXXX XXXX clearly provided unsatisfactory service throughout the entire period : They failed to communicate with me. 
They provided no updates on credit report removals or progress. 
They did not deliver the service they advertised. 
They only responded to my complaints by temporarily lowering my billing amount, not by improving service. 

If Capital One agreed that the XX/XX/XXXX charge qualified as unsatisfactory service and reimbursed it, I do not understand why the same standard was not applied to the other identical monthly charges which were for the same service issues. 

I feel Capital One failed to conduct a fair and reasonable investigation and did not act in my interest as a long-time customer. Their decision appears inconsistent and unfair, given that all charges relate to the same merchant and the same pattern of poor service. 

Issues With XXXX XXXX After receiving my denial notice from Capital One, I submitted a rebuttal and attempted to obtain supporting documentation from XXXX XXXX. On XX/XX/year>, I emailed XXXX XXXX requesting : All account records Logs Documents Communications Billing history Any verification of services performed To this day, I have received no response. They have failed to acknowledge or provide any of the information I need to defend my dispute. This lack of response further confirms their poor service and raises concerns about the legitimacy and transparency of their operations. 

Harm Suffered Because Capital One denied the majority of the dispute : I am now being held responsible for {$710.00} in charges for services that were not performed as advertised. 
I have lost significant money for an ineffective and unresponsive service. 
I have spent time and effort attempting to resolve this issue with no cooperation from XXXX XXXX. 

XXXX XXXX website XXXX XXXX XXXX XXXXXXXX Capital One information : Rebuttal/claim : XXXX

Company response to consumer: Closed with explanation