Consumer complaint received 2025-12-09 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:
XXXX XXXX XXXX Comptroller of the Currency XXXX XXXX  XXXX XXXX. XXXX XXXX XXXX, TX XXXX RE : Formal Complaint Against Capital One, XXXX. 
XXXX XXXX # : XXXX Capital XXXX Customer : XXXX XXXX Capital One Account : XXXX Disputed Transaction : {$14000.00} with XXXX  XXXX XXXX XXXX Capital One Dispute Case # : XXXX To Consumer Finance.Gov : I am filing a formal complaint against Capital One, N.A. ( Capital One ) for its failure to comply with federal consumer protection laws, specifically the Truth in Lending Act ( TILA ) and its implementing regulation, Regulation Z. 

XXXX. Summary of Facts : On or about XX/XX/XXXX, a charge of {$14000.00} from XXXX XXXX XXXX XXXX ( a merchant ) appeared on my Capital One Venture credit card statement. I did not receive the satisfactory goods or services for which I paid. This constitutes a claims and defenses dispute under Regulation Z 1026.12 ( c ). I have made good-faith attempts to resolve this directly with the merchant without success.

I filed a dispute with Capital One. On XX/XX/XXXX, XXXX XXXX sent me a letter ( copy attached ) closing my case. Their stated reason was that their timeframe ha [ d ] expired, citing a need to dispute within 60 days of the statement. When I escalated, a supervisor incorrectly asserted that a Visa/Mastercard 540-day rule prohibited any further action.

2. Capital Ones Violation of Regulation Z : Capital One is misapplying the law and its own network rules to deny my valid dispute.

Misapplication of Law : My dispute is not a simple billing error under 1026.13 ( 60-day rule ). It is a claims and defenses dispute under 1026.12 ( c ), which arises from the merchants failure to provide the paid-for services. This right is not subject to a 60-day or 540-day limit. 
Misrepresentation of XXXX XXXX : The 540-day rule is an internal Visa/Mastercard operating rule governing chargebacks between banks. It is not a consumer-facing law and does not supersede Capital Ones obligations under TILA/Regulation Z. By citing this internal rule, Capital One is prioritizing its own financial recovery over its legal duty to investigate my valid consumer claim. 

XXXX. Attempts to Resolve : I have contacted Capital Ones dispute department multiple times, spoken to a supervisor, and received the attached denial letter. They have refused to re-open the dispute or acknowledge the applicability of Regulation Z 1026.12 ( c ). 4. Relief Requested : I request th
at the OCC direct Capital One to : Immediately re-open my dispute ( Case # XXXX ). 
Conduct a proper investigation under the correct legal framework of Regulation Z 1026.12 ( c ).

Provide a provisional credit for the full disputed amount of {$14000.00} pending this investigation. 
Cease the misleading practice of citing internal network chargeback deadlines to deny consumers their federal claims I certify that the statements in this complaint are true and correct to the best of my knowledge. Thank you for your attention to this serious matter. I can be reached at the phone number or address above. 

Respectfully submitted, XXXX XXXX XXXX

Company response to consumer: Closed with explanation