Consumer complaint received 2026-06-08 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: OH

Complaint narrative:
Consumer Financial Protection Bureau Complaint Company : Capital One Issue : Credit card dispute denied despite evidence of non-delivery and lack of response to multiple requests for review. I am filing this complaint regarding Capital One 's handling of Claim # XXXX. On XX/XX/year>, I clicked on a XXXX advertisement for a XXXX program that was advertised at {$220.00} per month. Instead, I was charged {$1700.00}. Upon discovering the charge, I immediately attempted to contact the merchant TrimRx using the phone number provided ( XXXX ), but the number did not work despite numerous attempts. I immediately emailed the merchant to cancel the order and requested reversal of the charge. The merchant did not respond for approximately XXXX weeks and did not acknowledge my cancellation request. I ultimately never received the product. I have screenshots from the merchant 's own portal showing that the product was never shipped or delivered. Immediately after contacting the merchant, I contacted Capital One to stop the charge and/or dispute it. I was advised that I would need to wait until the transaction was no longer pending before filing a dispute. Once the transaction posted, I promptly filed a claim and provided supporting documentation. Despite providing evidence that : * The amount charged differed significantly from the amount advertised; * I attempted to cancel immediately; * The merchant 's phone number was nonfunctional; * The merchant failed to timely respond; * The product was never shipped or delivered ; Capital One denied my claim. Since the denial, I have repeatedly attempted to obtain an explanation and request reconsideration. I have spoken with a Capital One representative who instructed me to email all supporting documentation and evidence. I followed those instructions and submitted the requested materials. Since then, I have sent XXXX separate follow-up emails to Capital One 's claims department requesting : * A review of the denial; * An explanation of the evidence relied upon to deny the claim; * Confirmation that my documentation was received ; and * Escalation of the matter for further review. I have not received a substantive response addressing my concerns or explaining the basis for the denial. My complaint is not only about the underlying transaction but also about Capital One 's failure to respond to my repeated requests for review after I submitted the documentation they requested. I am requesting that Capital One : 1. Conduct a thorough review of Claim # XXXX ; 2. Provide a written explanation of the basis for the denial ; 3. Review the evidence showing that the product was never received ; and 4. Reimburse the disputed charge. I have acted promptly, followed Capital One 's instructions, provided supporting documentation, and made multiple good-faith attempts to resolve this matter directly with both the merchant and Capital One. Thank you for your assistance.

Company response to consumer: Closed with explanation