Consumer complaint received 2025-10-15 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: CA

Complaint narrative:
I am filing this complaint because Capital One wrongfully denied my dispute regarding a charge of {$960.00} from XXXX XXXXXXXX XXXX XXXX XXXX which I believe violates both Visa chargeback rules and fair business practices. I attempted to resolve this directly through Capital Ones dispute resolution process, but despite providing detailed documentation, my claim was denied without a satisfactory explanation. They closed my case within a few hours of my detailed 10 page response, saying I didn't submit the documents required, although I did. 

Summary of What Happened : On XXXX, I took my dog to XXXX XXXX XXXXXXXX XXXX XXXXXXXX for an initial exam and he was okay to go through with the dental. On XX/XX/year>, I took my dog to for a dental cleaning. I was initially quoted {$390.00} for a dental cleaning package, which included x rays, as shown in the estimate. However, on the day of the procedure, the clinic changed the terms and told me that it was no longer included, and I was required to pay an additional {$960.00} for bloodwork and x-rays if I wanted to proceed. 

Key Issues : Bait-and-switch pricing : I was quoted {$390.00} including bloodwork, but that changed on the day of service without prior notice. 

Services not rendered : I paid for the {$960.00} in additional diagnostics, but the clinic failed to perform the agreed dental procedure, including potential extractions they originally said would be included. They originally also included x rays in the price but then charged me for it and forced me to do bloodwork too. The results on the tests were inconclusive. 

Repeated delays and confusion : I had to return to the clinic multiple times, and staff admitted they had no proper notes on my pet, resulting in delays and more requested payments. 

Forced to seek alternative care : I ended up going to another veterinary clinic, where I received the full cleaning and extractions for significantly less than what I paid at the first clinic. 

Capital One denial despite strong documentation : I provided Capital One with receipts, estimates, email communications, and even a copy of a complaint filed with the California XXXX XXXX XXXX against this clinic, showing a pattern of misconduct. Nonetheless, they denied my claim saying I did not submit proof. 

Why I Am Requesting CFPB Intervention : Capital One failed to properly evaluate my chargeback request. Under Visa 's rules, merchants are required to disclose all charges and fulfill the services agreed upon at the time of payment. In this case, I was charged for services that were either not disclosed in advance or not provided at all. The financial harm I suffered is clear, and I made every effort to resolve this directly with my credit card issuer before escalating to your agency. 

Desired Resolution : I respectfully request the CFPB investigate this case and work with Capital One to reverse the {$960.00} charge to XXXX XXXX XXXX XXXX XXXXXXXX. I have documentation proving : The original agreement included x rays I was charged unexpected additional fees not previously disclosed. 

The clinic failed to perform the agreed-upon services. 

I had to pay another vet out of pocket to complete the procedure.

Company response to consumer: Closed with explanation