Consumer complaint received 2025-09-23 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: CT

Complaint narrative:
On XX/XX/XXXX I made XXXX purchases from a group named The XXXX XXXX. {$64.00}, {$240.00}, and {$140.00} were charged to my Capital One credit account from this. My complaint focuses only on Capital Ones handling of the {$240.00} charge, which is the case number ending XXXX. While interacting with the merchants website which advertises only one product called the highdrop guide, which is a pdf file, I made the first purchase thinking that was all that was needed based on the websites advertising and info provided. After being charged the merchant offered something else which can not be found on the website until after making that first purchase using deceptive language to coerce the sale. I agreed and subesequently this happened again with the {$140.00} charge. When it happed yet again after that third charge I realized the merchant was deceiving me into racking up sales using a bait and switch strategy and closed my browser. I then proceeded to request a refund from the merchant for this transaction as soon as i could which was just over an hour after the sale using the method detailed on the merchants website. The merchant never responded. I then created a dispute with Capital one on XX/XX/year>. The {$240.00} charge in question is a downloadable product called ScaleX by the merchant which I have never downloaded. I received a letter from Capital one on XX/XX/year> stating that the merchant provided to support the transaction and asked for documentation showing that I requested a refund/cancellation as well as the refund/cancellation policy of the merchant. The letter provided underwhelming evidence from the merchant that did not address the reason for my dispute which I addressed in my response as well as providing the evidence requested of the merchants refund policy provided from their website and my email communications that went unanswered. I submitted my response on XX/XX/year> along with my response for the {$140.00} charge at the same time and asked for detailed reasoning if my response was not accepted. I am only mentioning the {$140.00} charge and providing documentation relating to it to highlight capital ones inconsistencies in decision making because the dispute letters and response/evidence are identical in both claims. On XX/XX/year> I received XXXX documents from Capital One. The response for the {$240.00} charge which this complaint is about simply stated that my response lacked all previously requested information needed to validate my claim and suggested that if I wanted to proceed to contact the merchant which was laughable as the merchant has not responded to me throughout this whole process. What was also laughable was that the other letter received which was for the {$140.00} claim stated that Capital one credited me the amount back and was reaching back out to the merchant for further info meaning they received identical responses to identical claims at the same time and decided oppositely in each case. To make matters worse Capital One never provided the reasoning for their decision as I asked in my response to them that I submitted on XX/XX/year>. I have also included online reviews by others who have similar experiences with this merchant to show this has happened to others and increase the credibility of my dispute. You can see the name of the owner in the reviews matches the name in Capital Ones dispute letters. In summary I believe that Capital One has mishandled this claim by failing complete a proper investigation that addressed the reasons for the dispute which were the merchants deceptive marketing and failure to honor their refund policy. Capital Ones response was an automated boilerplate response that did not address the substance of the dispute. On appeal they failed to address the information that I provided in this case even though they did address it in the identical claim for {$140.00} and there response to the information I submitted was another automated boilerplate response that did not provide information that I requested in my response.

Company response to consumer: Closed with monetary relief