Consumer complaint received 2025-07-10 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: GA

Complaint narrative:
I reported a dispute charge to Capital One for my savor credit card. I was told that the claim was open. At no point was I told that I needed to submit documentation. I was actually told they would reach back out if they needed anything further. I then received an email on XX/XX/XXXX saying that my claim was closing because I needed to submit more documentation. I called to get a link to submit the documentation. I submitted documentation confirming that the merchant was agreeing to the refund, and they can see that the refund wasn't issued. I got a denial later that day ( within the hour ). I called again and was told that I my documentation was insufficient. I asked how and she didn't know how. She said that it could be because I redacted some information. I told her that I didn't redact the information that was needed to confirm that the merchant agreed to issue the refund. I asked to speak with a supervisor because she couldn't verify the exact reason that my documentation was insufficient. The supervisor gave me 3 reasons why the documentation could be insufficient, one being that I didn't provide proof that the merchant was accepting the cancellation. However, the screenshot of the message sent confirms that the merchant agreed to the refund ( cancellation ). She then changed the reason for denial saying that I didn't submit documents by XXXX. On XX/XX/XXXX I received emails regarding the denial of my claim, and that these documents were ready for me to view. I did not receive any email correspondence regarding any letter requesting documentation from me, nor did I receive a link from the person opening my claim to send any documentation as she said they didn't need it at the time. I asked if I could send more documentation, and was told that I couldn't because it was past XXXX and I could not reopen the claim at this time as well. If this was the case, the first person I spoke to would not have sent me a link to send the documentation. The company did not do it's due diligence. They are stating that since I am doing electronic correspondence through the website/app. That's fine. However, how is it that I get an email saying I have a letter about my claim denial, but no email regarding a letter about a documentation request? The supervisor also confirmed that they did not send out this email correspondence to me, but still expected me to know that they sent a letter. There were also no notification on my online banking to notify me of a new letter. I have provided proof that the merchant would send a refund knowing that the return window had closed, and Capital One has changed their reasoning many times for denying this. They did not provide notice that I received any letter requesting more documentation and will not allow me to provide the documentation or resubmit a dispute claim.

Company response to consumer: Closed with monetary relief