Consumer complaint received 2026-01-23 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: NC

Complaint narrative:
Credit Card Charge Dispute Date : XX/XX/XXXX Merchant Name : XXXX XXXX Date of Transaction : XX/XX/XXXX Disputed Amount : {$130.00} The following refers to a charge on my account from XX/XX/XXXX for {$130.00}. I placed an order on a website that I believed to be XXXX and the charge was posted to my account. Shortly after I realized that the text confirming my order did not come from the number that the company uses, and that when I tried to open it to view my order it would take me to a blank page. 

After I realized that the order link did not work, I took a picture of the website I used since I realized it was likely a scam. When I later tried to find the website I had used to place the order, I found that it no longer exists. 

I reached out to the customer service email, which I took from the fraudulent website. 

I only received error messages when I tried to do so. There is no other way to contact this merchant since the website no longer exists. 

I reached out to dispute the charge with Capital One in XXXX, XXXX, and at the time had not received any products yet that I ordered. Shortly after I received products that were not at all from the brand listed on the website. 

Initially the charge was debited back to me, but on XX/XX/XXXX I received a letter that the merchant replied with a valid response for the charge, reversing the amount debited. I received the following message that I am able to reopen the case if I respond by XX/XX/XXXX. 

I responded with images as proof of my dispute, including attempted communication, and pictures from the website that was taken down, including the customer service email they had listed, and minutes later was told that since the dispute was closed I needed to contact the merchant if there was an issue. 

Clearly, I am not able to contact the merchant as the website used was fraudulent, and I have already tried to do so. I am sure there is a receipt from the merchant for the amount posted because I entered my card information as explained, the issue is that this was a scam website, and I did not receive the appropriate products, that were listed on their website, from the brand that I believed I paid for. 

Furthermore, there is no way to access a sales invoice as there is no way to access my order details from a website that does not exist any longer. The merchant has not tried correcting the problem as I can not reach them. I have tried to correct the problem by emailing them to no success. 

I sent all attached pictures of proof to Capital One on XX/XX/XXXX, and also contacted customer service to explain the issue. I also submitted a written and signed letter to Capital One with all details above. 

Capital One 's response to my dispute was that I am responsible for the charge and that I need to contact the merchant for any issues, despite the fact that I have mentioned in writing and over the phone multiple times that there is no way to contact the merchant.

Company response to consumer: Closed with monetary relief