Consumer complaint received 2025-10-26 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:
Complaint Against Capital One Bank ( Credit Card Fraud Dispute Mishandling ) * * * * Account Type : * * Credit Card ( XXXX, ending in XXXX ) * * Amount in Dispute : * * {$940.00} * * Merchant : * * XXXX XXXX XXXX * * Transaction Date : * * XX/XX/year> * * Original Dispute Case # : * * XXXX -- - I am filing this complaint because Capital One mishandled my fraud claim and refused to reopen my case despite new evidence a * * police report * * that proves the transaction was fraudulent. 

I placed an online order for store pickup using my Capital One credit card, but an * * unauthorized person picked up the product * * without my approval or knowledge. I never received the merchandise and did not benefit from this transaction. 

Capital One originally denied my claim because someone picked up the order. That person was * * not me * * and has no connection to me. Their pickup shows * * fraudulent misuse * *, not valid delivery. 
During a * * recorded call * *, a Capital One account manager clearly told me that if I obtained * * new evidence such as a police report * *, they would * * reopen my case even after 60 days * *. I relied on that statement and filed a police report. However, when I later submitted it, another manager told me the case could not be reopened because it was past 60 days. 

This is * * procedurally unfair and misleading * *. Capital One can not tell a customer that a case will be reopened if they obtain evidence then later refuse to honor that promise. It caused me significant distress and loss of trust. 

I have called Capital One * * many times * *, spending over an hour on each call. Each representative gave me * * completely different and conflicting answers * *. Some said the case was still under review, others said it was closed, and others said it could be reopened with proof. Managers repeatedly put me on hold for long periods, transferred me multiple times ( sometimes up to five transfers in one call ), and then hung up without resolution. 

Capital One sent me * * three letters on XX/XX/year> * * through my online account confirming updates to the case. The next day, after I spoke to a representative, I was told the case was * * canceled * * without any written explanation. 

This conduct shows * * gross mismanagement, poor communication, and disregard for consumer rights * *. Under the * * Fair Credit Billing Act ( 15 U.S.C. 1666 ) * * and * * Regulation Z * *, I am not liable for unauthorized transactions. The pickup by a stranger was clearly * * fraudulent * *, not a valid fulfillment. I am requesting that CFPB review this matter and compel Capital One to : 1. Reopen my case and reclassify it as * * fraud * *.

2. Refund the full transaction amount of * * {$940.00} * *.

3. Issue a formal written apology for the mishandling of my claim.

4. Review and correct their internal procedures to ensure customers are not misled by inconsistent or false information. 

* * Attached evidence : * * * Police Report : XXXX XXXX XXXX XXXX XXXX # XXXX * XXXX * Copies of Capital One messages and denial letters

Company response to consumer: Closed with monetary relief