Consumer complaint received 2026-05-28 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: TX

Complaint narrative:
I am filing this formal complaint against Capital One for a gross failure to properly investigate a credit card billing error under the Fair Credit Billing Act ( FCBA ) and for violating its own explicitly stated procedural deadlines. Despite timely filing and providing massive documentation proving zero utilization of a predatory subscription trap operated by XXXX XXXX XXXX XXXX XXXX ), Capital One summarily rubber-stamped a denial without conducting a human review of my files. Chronological Evidence of Capital One 's Procedural Breakdown : XX/XX/XXXX : I encountered a video advertisement on XXXX XXXX XXXX through XXXX. Seeking support for private wellness reasons, I proceeded to make a purchase. I logged into the platform exactly once and never returned. I was never explicitly informed, nor did I consent to, entering a hidden, non-refundable 12-month contract. XX/XX/XXXX : A deceptive recurring billing charge of {$66.00} appeared on my statement. XX/XX/XXXX XX/XX/XXXX : I immediately attempted to resolve the billing error directly with the merchant. I communicated continuously with XXXX from Thursday, XX/XX/XXXX, through Saturday, XX/XX/XXXX, requesting a cancellation and refund based on zero service utilization and their 30-day-money back guarantee. The merchant refused to cooperate but constantly stating the 12 month contract access. XX/XX/XXXX : Following the merchant 's refusal, I immediately called Capital One that same day to file a formal dispute. Agents informed me I had to wait for a physical form to arrive in the mail, fill it out, and then call back to request a digital upload link. The absolute deadline to submit was set for XX/XX/XXXX. And the charge was temporarily reversed. XX/XX/XXXX : Having received and completed the physical paperwork, I called Capital One back as instructed. Only then did they email me the secure link to upload my evidence12 days after my initial report. XX/XX/XXXX : Fully compliant with the timeline, I used the provided link to upload 10 comprehensive documents backing my complaint, including the merchant 's contract and usage logs. XX/XX/XXXX : On the exact same day my documents were uploaded, Capital One prematurely generated and mailed a formal denial letter closing my case, proving their automated system shut down the file before a human being ever reviewed the evidence. XX/XX/XXXX : The charge reappeared on my account and received the letter stating my case had been closed because the timeframe has expired for this particular charge. When I contacted Capital One to investigate, an agent falsely claimed the dispute was denied because the transaction had exceeded a '60-day policy ' a mathematical impossibility given the charge occurred a mere 32 days prior. The agent manually reopened the case and instructed me to submit a formal written letter requesting a manual review. I wrote the requested letter and uploaded the it along with the same documents previously filed. XX/XX/XXXX : I received the second letter sent by Capital One denying my claim again. On a recorded line, a customer service representative confirmed receipt of the 14-page PDF but stated they 'could not go against company policy ' to override the merchant 's terms, completely ignoring the fact that the merchant 's terms contradict their own invoice and violate Texas subscription laws XXXX Substantive Breaches, Corporate Forgery & Shifting Jurisdictions : Capital One is forcing me to negotiate with a fraudulent entity engaged in active corporate forgery to evade U.S. consumer laws. An official corporate search with the Tennessee Secretary of State ( Control Number : XXXX ) confirms the merchant entity, XXXX XXXX, legally moved its business mailing address to XXXX XXXX XXXX XXXX XXXX XXXX XXXX via a formal amendment on XX/XX/XXXX. This exact suite is a known hub for high-volume predatory e-commerce shell companies flagged by the XXXX for deceptive billing. Furthermore, while the local registered agent is listed as XXXX XXXX at a residential home, official XXXX XXXX XXXX data identifies the Key Principal of XXXX XXXX as XXXX XXXX. To completely obfuscate their identity, the merchants live digital Terms & Conditions contract pairs their old residential address with Registration Number : XXXX. International registry data confirms that Registration Number XXXX ' does not belong to XXXX XXXX XXXX nor is it a valid U.S. identifier. It belongs to XXXX XXXX ', a completely unrelated company located in XXXX XXXX XXXX that is currently Under Liquidation ( bankrupt/dissolving ). The merchant is willfully engaging in corporate forgeryusing the business code of a dissolving foreign company in their consumer contracts to construct a fraudulent shell game. This prevents seamless regulatory tracking and allows them to falsely cite XXXX XXXX XXXX to deny valid refunds to U.S. consumers while violating Texas subscription renewal laws ( SB 838 ). Capital One has fundamentally failed its 'Know Your Customer ' ( KYC ) regulatory obligations by continuing to process payments and defend an entity using forged, bankrupt foreign tracking data to mask its domestic billing operations. Capital One violated the reasonable investigation standards of the FCBA by shutting down a dispute while a consumer was actively uploading evidence within the bank 's own deadline window. I request that a corporate compliance officer listen to the recorded XXXX and XXXX phone calls, thoroughly audit the 10 documents submitted on XX/XX/XXXX, and permanently reverse the total {$130.00} in deceptive charges since XX/XX/XXXX.

Company response to consumer: Closed with monetary relief