Consumer complaint received 2026-05-19 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: PR

Complaint narrative:
I respectfully request that my case be reopened and that all submitted documentation be reviewed again, considering the actions and efforts I made directly with the company throughout the dispute process. Despite complying with all requests and maintaining communication in good faith, I was not provided with clear information regarding deadlines or procedural requirements. As a consumer, I am entitled to fair treatment, transparency, and clear communication under the Truth in Lending Act ( Regulation Z ) and other applicable consumer protection laws. These regulations require financial institutions to properly inform consumers about dispute procedures, timelines, and any actions necessary to protect their rights. In this case, the lack of consistent communication and the continued requests for documentation after the alleged expiration of the 60-day period created confusion and gave me reason to believe that my case was still actively under review. I am requesting that the appropriate refund be granted, consistent with the agencys policies and equal treatment provided to my travel companions, who received refunds under similar circumstances. The documentation and evidence I submitted support the validity of my claim, including the agencys stated policy allowing refunds in cases of force majeure, such as airspace closures due to attacks. The purpose of this complaint is to formally document the handling of my dispute, the lack of transparency during the process, and the failure to provide fair and consistent treatment. I respectfully request a thorough review of my case and appropriate corrective action in accordance with consumer protection standards and principles of fairness. Chronology of Events XXXX XXXX XXXX XXXX : I made the purchase in question. XX/XX/XXXX : I formally initiated the dispute. In the dispute confirmation letter, NO terms or time limits for resolving the case were specified ( the investigation continued until XX/XX/XXXX ). XX/XX/XXXX : I was granted a provisional credit of {$2000.00} while the case was being investigated. XX/XX/XXXX : I received a link to upload supporting documentation. XX/XX/XXXX : I received correspondence explaining the reasons why they considered the case should be closed. XX/XX/XXXX : The {$2000.00} charge was placed back on my card. XX/XX/XXXX : I contacted Capital One to request an explanation for the decision. No one was able to provide a clear answer. I was informed that I would be sent a link to upload additional evidence. XX/XX/XXXX : I received the link and uploaded the requested documentation. XX/XX/XXXX : I uploaded all available evidence to the link : proof of payment, emails with the agency, cancellation policies, additional information about the dispute, and evidence that my travel companions had already received their refunds ( {$2000.00} ) through their cards. XX/XX/XXXX : I received correspondence indicating that the documentation was still insufficient. I contacted them again to find out what additional information was needed. I was provided another link and uploaded all available evidence again. I did not receive a response for several days. XX/XX/XXXX : I called again. They requested more information related to the dispute. During the call, I was treated in a hostile manner and the translator hung up, preventing me from continuing the conversation with the supervisor XXXX. I uploaded a written statement, evidence that the airline canceled the flight ( due to airspace closure ), information from the U.S. embassy, a copy of the payment, and a copy of the agencys policy, which clearly states a full refund in cases of force majeure ( such as attacks ). XX/XX/XXXX : I received a letter from Capital One informing me that the case was closed because more than 60 days had passed. They just send me a generic letter saying that my case was closed.

Company response to consumer: Closed with explanation