Consumer complaint received 2026-01-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: CAPITAL ONE FINANCIAL CORPORATION
State: UT

Complaint narrative:
CFPB COMPLAINT - CAPITAL ONE Company : Capital One, N.A. 
Issue : Billing disputes Sub-issue : Credit card company isn't resolving a dispute about a transaction on your statement WHAT HAPPENED ( Summary ) On XX/XX/XXXX, I was charged {$740.00} by a tech support scammer. I contacted what I believed was XXXX support from a fraudulent website. The scammers sold me computer " protection '' software that was never installed on my computer. 
I have a repair shop receipt proving the software was never installed- only XXXX XXXX was found. I provided extensive documentation to Capital One including : Repair shop receipt showing no protection software was installed Merchant contract showing what I ordered Proof I contacted the merchant on XX/XX/XXXX at XXXX XXXX  requesting a refund ( denied ) FTC fraud complaint # XXXX Despite providing exactly what Capital One requested, they have denied my dispute three times, claiming my documentation is " invalid '' or " lacks all previously requested information. '' This is false. I provided everything they asked for. 

DETAILED TIMELINE XX/XX/XXXX : Contacted fraudulent website impersonating XXXX support Paid {$740.00} for " Premium Anti-virus Security '' protection plan Immediately realized it was a scam Called Capital One same day to report fraud and cancel credit card Was told to file a dispute XX/XX/XXXX : Took computer to XXXXXXXX XXXX XXXX XXXX Work order : " Someone remoted in to her computer over the weekend. Run a full cleanup and get rid of XXXX XXXX XXXX' Services performed : " Removed the software that was used to remote in over the weekend '' No protection software was found on my computer Paid {$90.00} for XXXX  removal XX/XX/XXXX : Called merchant ( XXXX ) at ( XXXX ) XXXX at XXXX XXXX  to request refund Explained protection plan was never installed Request denied XX/XX/XXXX : Filed initial dispute with Capital One XX/XX/XXXX : Capital One denied dispute, stated merchant provided " notification that goods were received in good condition '' This is false - goods were never received Capital One requested four specific items of documentation XX/XX/XXXX : Submitted comprehensive response with all requested documentation : Sales contract showing services ordered ( XXXX email and XXXX XXXX contract ) Statement describing merchant contact attempt ( XX/XX/XXXX, XXXX PM, phone number, detailed description ) Date and proof services were canceled ( XX/XX/XXXX - called Capital One to report fraud ; XX/XX/XXXX - repair shop receipt ) Documentation supporting credit claim ( repair shop receipt, FTC complaint ) XX/XX/XXXX : Capital One denied again, claiming documentation " lacks all of the previously requested information '' XX/XX/XXXX : Resubmitted documentation with even more detailed explanations, directly addressing each of Capital One 's four requirements XX/XX/XXXX : Capital One denied AGAIN, claiming documents are " invalid '' and I didn't show : Proof of merchant contact ( I provided date, time, phone number, detailed description ) Receipt showing services expected ( I provided merchant 's contract and email ) DOCUMENTATION PROVIDED TO CAPITAL ONE Exhibit A - Repair Shop Receipt ( XXXX XXXX, XX/XX/XXXX ) : Work order stating malicious software removal was needed Services showing only remote access malware was found Proof no protection software was ever installed Cost : {$90.00} Exhibit B - Merchant Email ( XXXX  ) : Shows what services I ordered Customer number : XXXX Exhibit C - Service Contract ( XXXX XXXX ) : Detailed contract showing " Premium Anti-virus Security '' and " Three Years Care Pack '' Same customer number : XXXX Shows exact services I expected to receive Exhibit D - Capital One Statement : Shows charge of {$740.00} from " NERD EXPERTS '' ( third company name ) Exhibit E - FTC Complaint : Report # XXXX Filed reporting this as fraud Exhibit F - Proof of Merchant Contact : Date : XX/XX/XXXX Time : XXXX XXXX  Mountain Time Phone number : ( XXXX ) XXXX Detailed description of call and merchant 's refusal to provide refund THE FRAUD This transaction involves three different company names : XXXX XXXX XXXXook my payment XXXX XXXX - issued the contract ( same customer # : XXXX XXXX XXXX XXXX - charged my credit card I never authorized a charge from XXXX XXXX XXXX '' The use of multiple shell companies is characteristic of tech support scams. 
The merchant claims : " Payment was done after successful installation and activation '' - FALSE " Customer used services for many days '' - FALSE " Services were successfully provided '' - FALSE Repair shop receipt proves all these claims are lies. 

CAPITAL ONE 'S FAILURE Capital One has repeatedly claimed I did not provide documentation I clearly provided : They said : " Lacks proof of merchant contact attempt '' I provided : Date ( XX/XX/XXXX ), time ( XXXX XXXX  ), phone number ( XXXX ), detailed description of call and refusal They said : " No receipt or invoice showing services expected '' I provided : Merchant 's contract from XXXX XXXX and XXXX email showing exactly what I ordered They said : " Documents are invalid '' Reality : Documents are legitimate receipts and contracts that clearly prove non-delivery Capital One appears to not be reviewing my documentation at all. Each denial uses identical language claiming I didn't provide things I demonstrably provided. This suggests either : An automated rejection system that doesn't actually review documents A reviewer who isn't reading the materials Deliberate avoidance of a legitimate fraud claim WHAT I WANT Permanent reversal of the {$740.00} fraudulent charge Reimbursement of the {$90.00} XXXX paid to remove the scammer 's malware Written acknowledgment from Capital One explaining why they repeatedly denied my dispute despite clear documentation Investigation into Capital One 's dispute review process - if they're doing this to me, they're doing it to other fraud victims WHY THIS MATTERS I am a victim of tech support fraud. I did everything right : Recognized the scam immediately Called Capital One the same day to report it Took my computer to a legitimate repair shop Contacted the merchant to request a refund Filed an FTC complaint Provided exhaustive documentation Capital One is supposed to protect cardholders from fraud. Instead, they have made me fight for four months to prove something I have clear receipts demonstrating. The repair shop receipt alone should have resolved this - it proves no protection software was installed. 
I paid {$740.00} for a service that was never delivered. I have a receipt proving this. Capital One 's continued denials are unjustified and harmful. 

DESIRED RESOLUTION Permanent credit of {$740.00} to my Capital One account Reimbursement of {$90.00} for malware removal costs Written explanation of why my legitimate documentation was repeatedly rejected Total Amount Sought : {$830.00}

Company response to consumer: Closed with explanation