Consumer complaint received 2025-10-28 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: AZ

Complaint narrative:
Subject : Improper Dispute Resolution and Failure to Protect Consumer Rights Capital One Savor XXXX XXXX XXXXXXXX Date : XX/XX/year> Complainant : XXXX XXXX last XXXX of ss # XXXX Issuer : Capital One Savor Card Merchant in Question : XXXX Summary of Issue : This complaint is being filed against Capital One Savor Card for improperly siding with the merchant XXXX  during a billing dispute, despite overwhelming evidence that supports reversal of the charges in my favor. 
I disputed XXXX separate charges from XXXX ( XXXX for {$18.00} and XXXX for {$24.00} ) after the company repeatedly charged my card for services I could not access and refused to cancel my account despite numerous written requests. 
Background : XXXX charged my Capital One Savor Card multiple times ( and even increased the charge from {$18.00} to {$24.00} for no apparent reason ) for subscription services that I was unable to use for several months. After the first couple of times that I logged in and uploaded videos using XXXX, I wasnt able to access the portal again, resulting in error messages and blank screens.. 


For several months, their online portal displayed only blank screens. I provided Capital One with screenshots proving that I could not log in or access any paid services. 

I contacted XXXX multiple times via email and submitted a detailed complaint to the Arizona Attorney Generals Office, which XXXX has never responded to. 

I submitted copies of those emails, screenshots, and the Attorney General complaint as part of my original dispute documentation through Capital Ones online portal. 

Despite this, Capital One reversed the disputes in the merchants favor. 

Additional Concerns : XXXX ignored all cancellation and support requests. I was forced to cancel my credit card and have a new number issued to stop further unauthorized charges. 

During my recent call with Capital One on XX/XX/year>, I was transferred XXXX times without receiving any clear explanation or resolution. 

The merchants ongoing silence and refusal to cooperate demonstrate bad faith and clear violation of consumer protection standards under the Fair Credit Billing Act ( FCBA ). To this day, I have not received any response nor help from their tech support regarding not being able to log back in. 

What I Am Requesting : I am requesting that the CFPB investigate Capital Ones mishandling of my dispute and require them to reopen and reverse the charges totaling {$60.00} ( {$18.00} + {$18.00} + {$24.00} ) in my favor. 
I am also requesting that Capital One review its dispute-handling process, as I provided extensive documentation proving the merchants non-performance and failure to communicate, yet my evidence was disregarded. 
Attached Supporting Evidence : Screenshots of the XXXX portal showing blank, inaccessible screens. 

Copies of cancellation emails sent to XXXX ( no replies received ). 

Copy of complaint filed with the Arizona Attorney Generals Office. 

Proof of charges and Capital Ones dispute decision. 

Documentation showing card replacement due to unauthorized recurring charges. 

Closing Statement : It is unacceptable that a merchant can continue billing for services that are inaccessible, ignore all cancellation and support requests, and still be granted favor in a dispute process. Capital One has failed to act in good faith to protect my consumer rights, and I respectfully request that the CFPB intervene to ensure accountability and fair resolution.

Company response to consumer: Closed with explanation