Consumer complaint received 2025-12-30 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: FL

Complaint narrative:
I am submitting this complaint regarding Capital Ones handling of disputes on my credit card involving a merchant that engaged in deceptive billing and deceptive business practices. 

I cancelled the merchants service, and charges continued after the cancellation date. I notified Capital One of this issue during multiple phone calls and, at Capital Ones request, I submitted proof of cancellation several times. 

Despite this, Capital One continued to process the disputes as isolated transactions and initially marked the charges merely as after cancellation, without conducting a full merchant-level review under XXXX rules for deceptive billing and deceptive business practices. 

The merchants conduct includes continued billing after cancellation, misrepresentation of recurring charges, and use of multiple or altered merchant descriptors, which demonstrates a pattern of deceptive behavior affecting all transactions, not just individual charges. 

I am not disputing simple authorization. I am disputing the legitimacy of the merchants billing practices as a whole. Under XXXX guidelines, deceptive or misleading merchant behavior requires review of all related transactions, including those previously denied or not individually disputed. 

Capital One failed to properly escalate or review the matter at the merchant level despite repeated notice, documentation, and follow-up. 

I am requesting that Capital One conduct a full re-review of all transactions from this merchant under XXXX deceptive billing and deceptive business practice standards, and provide a written explanation of how those standards were applied. 
The merchants cancellation process itself is deceptive. The only way to cancel is by deleting the account within the app, and the app does not provide a cancellation confirmation, timestamp, or record to the consumer. 

As a result, the only objective proof available is the continued card charges after cancellation, which demonstrates that the merchant continued billing despite account deletion. This lack of cancellation confirmation is part of the deceptive billing practice and prevented me from providing more detailed documentation, despite repeated requests from Capital One. All charges on both capital one quicksilver credit cards In addition, the merchants application uses child-appealing images, colors, and design elements that are misleading and inappropriate given the nature of the service and its recurring billing model. My XXXX son was not authorized or permitted to use this application, and the apps presentation failed to clearly communicate billing terms, recurring charges, or cancellation requirements in a manner understandable to consumers, particularly where XXXX may be exposed to the interface. 

This design contributed to the deceptive nature of the merchants practices and further supports the need for a merchant-level review of all transactions under XXXX deceptive billing and deceptive business practice The main merchant name is XXXXXXXX XXXX, another name on the statements is XXXX XXXX. When I first saw the charges come the on my capital one app. It came up as XXXX XXXX now I dont see any charges from that. Not all transactions were disputed how ever I have been reviewing my statements from the last couple months so I called to ensure that all charges from these 2 merchant be reviewed. The rep did not take anything I said into consideration. I will try to call again to see if I can get it noted correctly and make sure they are all in review. There are some that got approved and others that didnt. The merchant even voluntarily gave me credits when I first did the dispute they did it in 30 increments up to {$250.00}. Which is reflected on some of the cases. I have lot of evidence and proof that was sent. 

Thank you for you time.

Company response to consumer: Closed with explanation