Consumer complaint received 2026-06-07 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 regarding Capital Ones handling of dispute case # XXXX. The underlying dispute involves a prepaid laser hair removal package purchased from XXXX XXXX XXXX for approximately {$3100.00}. The package consisted of XXXX prepaid treatment sessions. Although the purchase occurred on XX/XX/year>, the dispute did not arise until months later when the merchant failed to provide the contracted services. After approximately XXXX sessions were completed, the merchant repeatedly cancelled appointments, permanently closed the XXXX, New York location where I was receiving treatment, failed to provide a reasonable alternative that was accessible to me, ignored my requests for assistance, and ultimately refused to provide a refund for the substantial portion of services that remained undelivered. I attempted repeatedly to resolve the matter directly with the merchant. I have documentation showing appointment cancellations, notice of the location closure, refund requests, email correspondence, and the merchants failure to follow through on promised resolution efforts. My complaint against Capital One concerns both the dispute determination and the manner in which the dispute was handled. After filing the dispute, Capital One mailed a request for additional information to a former California address. At the time, I was not enrolled in paperless communications and never received the request. When I learned that this had occurred, I immediately contacted Capital One, explained that I never received the correspondence, enrolled in paperless communications, and was instructed by a representative to upload supporting documentation. I promptly complied and submitted extensive documentation relating to the dispute. Despite my efforts to cooperate, the dispute was subsequently closed again. I then spent several hours speaking with multiple representatives and managers, repeatedly explaining the same facts and attempting to determine what information Capital One required. Different representatives provided inconsistent explanations regarding the status of the dispute and what documentation was necessary. Only after multiple calls was I informed that additional forms contained in the original mailed request had not been completed. I again explained that I had never received that correspondence. No one contacted me by phone, email, secure message, or any other method to advise me that additional forms were required before the dispute was closed. After eventually obtaining and completing the requested forms, Capital One issued a final determination stating that the timeframe to reverse the charge had expired because the original transaction occurred on XX/XX/year>. My concern is that Capital One appears to have measured the dispute period solely from the original purchase date rather than from the date the service failure occurred. This was not a one-time purchase that was completed on XX/XX/year>. It was a prepaid package for XXXX future treatment sessions. The dispute arose months later when the merchant became unable or unwilling to provide the remaining prepaid services after repeatedly cancelling appointments and permanently closing the location where treatment was being provided. Capital Ones determination letter does not appear to address the evidence submitted regarding appointment cancellations, closure of the treatment location, undelivered services, refund requests, or the merchants inability to provide the remaining prepaid sessions. I respectfully request that Capital One provide a written explanation addressing : 1. Why the dispute period was measured from the original purchase date rather than the date the merchant ceased providing contracted services. 2. Whether the evidence submitted was reviewed and considered before the dispute was closed. 3. Why the dispute was repeatedly closed despite my efforts to provide the requested information after informing Capital One that I never received the original correspondence. I have been a longtime Capital One customer with multiple credit card accounts and a substantial savings relationship. This experience has significantly damaged my confidence in Capital Ones dispute resolution process. I am requesting a substantive review of the dispute and a written response addressing the issues described above.

Company response to consumer: Closed with explanation