Consumer complaint received 2025-03-24 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: WA

Complaint narrative:
I am writing to formally file a complaint against Capital One for the mishandling and unjust denial of my dispute claim, Case # XXXX, related to a charge of {$2000.00} for XXXX XXXX XXXX, which took place on XX/XX/XXXX. This experience has been incredibly frustrating and disappointing, and I believe I have been misled and misinformed by Capital One during the dispute process. 




Summary of Events : 1 ) Initial Dispute Submission - I initiated the dispute on XX/XX/XXXX, due to significant dissatisfaction with the service at XXXX XXXX XXXX XXXX Exhibit XXXX  ). The hotel falsely advertised its cleanliness, accommodations, and the inclusions of the package I booked. On XX/XX/XXXX, Capital One requested additional documentation ( Exhibit XXXX XXXX I promptly provided a detailed declaration ( Exhibit XXXX  ) along with supporting evidence ( Exhibits XXXX to XXXX ). 


XXXX ) Capital Ones First Response - On XX/XX/XXXX, Capital One denied my claim, stating that the provided information was insufficient without specifying what was missing ( Exhibit XXXX  ). I called Capital Ones dispute department on XX/XX/XXXX, where the agent confirmed the case was being treated as a cancellation dispute, despite my clear request for it to be treated as a dissatisfaction dispute. The agent advised me to re-submit my declaration and exhibits, emphasizing that this was a dissatisfaction issue. I did so on XX/XX/XXXX ( Exhibit XXXX & Exhibits XXXX to XXXX ). 


3 ) Capital Ones Lack of Progress - Throughout XXXX and XX/XX/XXXX, I called Capital One multiple times for updates. I was assured the case remained open and under review. On XX/XX/XXXX, I called Capital One dispute department again asking for an update on my case, and they told me that the case was still open and under review. They told me I needed to submit a signed declaration asking for an update on my case because that was the only way of communicating with the dispute review team. On that same day, I submitted Exhibit XXXX asking for an update on my case. 

I received no updates from Capital One until XX/XX/XXXX, even though the letter is dated XX/XX/XXXX, which is also misleading ( Exhibit XXXX ). I was again provided with a vague response, identical to the one I received in XXXX, which failed to explain why my dispute was denied. 


XXXX ) Further Miscommunication- On XX/XX/XXXX, I called Capital One again and was given conflicting information by two different agents. One agent continued to treat my case as a cancellation dispute and requested additional documentation regarding the merchants refund policy. I told the second agent that this should not be treated as Visas 13.7 Cancelled Merchandise/Services dispute type, and should be treated as 13.3 Not as Described or Defective Merchandise/Services. She informed me that I needed to contact the merchant for a refund and provide proof of communication to keep my case open. I contacted the merchant, and after waiting four business days for a response, I provided a new declaration and proof of communication to Capital One on XX/XX/XXXX ( Exhibit XXXX ). 


XXXX ) Final Denial and Closure - On XX/XX/XXXX, I was informed that my case was closed because the timeframe for the dispute had expired ( Exhibit XXXX  ). This was the first time I was made aware of any timeline constraints, despite having called Capital One multiple times. During these calls, I was explicitly told that my case was still open and that I only needed to submit additional documentation to keep it under investigation. On the same day, I contacted Capital One again and spoke with four different representatives, including a supervisor and a manager. None of them took accountability for the issue and insisted that there was nothing they could do, leaving me responsible for this charge. Furthermore, the lack of responsiveness and clear communication from Capital One throughout this process directly contributed to the unjust closure of my dispute. 




Issues with Capital Ones Handling of My Dispute : 1 ) Failure to Properly Assess the Dispute - From the outset, Capital One mishandled the nature of my dispute, treating it as a cancellation issue rather than a dissatisfaction claim. This fundamental misunderstanding led to further confusion and delays.

2 ) Misleading and Inconsistent Communication - I was repeatedly assured that my case was open and under review. However, I was never informed of any dispute deadlines, and the information provided to me by various Capital One agents was inconsistent and contradictory.

3 ) Excessive Delays- Capital One took an unreasonable amount of time to respond to my submissions. For example, it took nearly two months ( from XX/XX/XXXX, to XX/XX/XXXX ) to provide a response to my documentation, which significantly delayed the resolution of my case.

4 ) Failure to Provide Adequate Reasoning - Throughout the dispute process, I was never given clear or detailed explanations as to why my documentation was considered insufficient, leaving me with no opportunity to address any supposed deficiencies.

As a long-time and loyal customer of Capital One for over 10 years, I am extremely disappointed by their handling of this situation. Their mishandling of my dispute, failure to communicate properly, and ultimately denying my claim based on an arbitrary timeline has left me feeling extremely frustrated. This entire process has wasted countless hours of my time, and I believe Capital Ones actions are both unfair and unreasonable. To top it off, the charge related to the dispute was for my husband and Is honeymoon trip. The whole experience with the hotel made the start of this trip a bad experience, and Capital Ones failures have only compounded the situation.

Exhibit List : Exhibit XXXX - Initial Declaration explaining the dissatisfaction with XXXX XXXX XXXX XXXX XXXX XXXX Capital Ones request for additional documentation Exhibit XXXX - Detailed declaration and supporting evidence provided on XX/XX/XXXX Exhibits XXXX to XXXX - Supporting evidence for dispute Exhibit XXXX - Capital Ones denial letter dated XX/XX/XXXX Exhibit XXXX - Capital Ones resubmission of declaration and exhibits on XX/XX/XXXX Exhibit XXXX  - Request for update submitted on XX/XX/XXXX Exhibit XXXX - Capital Ones response letter dated XX/XX/XXXX, received on XX/XX/XXXX Exhibit XXXX  - New declaration and proof of communication with the merchant submitted on XX/XX/XXXX ExhibiXXXX XXXX  - Final response from Capital One indicating closure of the case on XX/XX/XXXX XXXX

Company response to consumer: Closed with monetary relief