Consumer complaint received 2025-10-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ

Complaint narrative:
In XX/XX/year>, I initiated a dispute with Capital One regarding transactions totaling over {$4000.00} with XXXX XXXX, a sweepstakes gambling operator. I explicitly informed the customer service representative that this dispute was not about unauthorized transactions, but rather that I did not receive the services I paid for. XXXX XXXX never credited the funds to my account despite processing my payments. 

On XX/XX/year>, Capital One sent a letter requesting additional documentation, including transaction dates and when I expected to receive the service. I responded by both email to XXXX and fax with an 11-page detailed PDF containing comprehensive evidence, transaction records, and proof that the service was never delivered. The service was expected to be delivered the same day as payment. 

On XX/XX/year>, I received a denial letter dated XX/XX/year>, stating that my claim was denied because " we've concluded you authorized the banking transaction ( s ). '' This denial reason is incorrect and does not reflect the actual basis of my dispute. I never claimed the transactions were unauthorized. My dispute was clearly filed as failure to receive paid services. 

Upon calling Capital One immediately after receiving the denial letter, the first representative stated the dispute was closed and could not be reopened or corrected, despite my explanation that the denial reason was inaccurate. I specifically requested that Capital One review the recorded phone calls from my initial dispute filing in XXXX to verify that I never claimed the transactions were unauthorized. 

During a second call minutes later, a different representative reviewed my case and acknowledged that the notes showed the dispute was filed for " not receiving service '' and admitted it appeared to be a bank error. The representative confirmed that the denial reason cited in the letter did not match the actual dispute reason on file. However, I received no confirmation that the error would be corrected or that my dispute would be reopened. 

Capital One has a history of retaliation against me. They previously closed my XXXX XXXX credit card account after a single complaint call, then took over three months to refund my overpayment. This pattern suggests targeted treatment rather than standard procedures, particularly since a friend with an identical Capital One account received a prompt refund for the same merchant without additional documentation requests. 

The transactions in question involve XXXX XXXX  a sweepstakes gambling operator that became illegal in New Jersey under legislation signed by XXXX XXXX on XX/XX/year> ( Bill XXXX ). Capital One has either failed to properly investigate my legitimate dispute for non-delivery of services or is deliberately mischaracterizing it to avoid processing a valid claim. The bank 's own representatives have acknowledged on recorded calls that the dispute was filed correctly for non-receipt of services, yet continues to deny it based on authorization, which was never disputed. 

Capital One records all phone calls and informs customers before each conversation. These recordings would confirm that my dispute was never about authorization but about non-delivery of paid services. Despite being in a one-party consent state, Capital One has previously refused to allow me to record calls, preventing me from maintaining my own evidence while they control access to the recorded proof of their error. 

Additionally, with this CFPB complaint I am also attaching the trustpilot reviews of the merchant in question who appears to have not just targeted me, but many others. Along with the PDF file that was submitted to Capital One already through email and fax as mentioned previously.

Company response to consumer: Closed with explanation