Consumer complaint received 2026-03-16 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: VA

Complaint narrative:
XXXX XXXX XXXX. XXXX originally reported XX/XX/XXXX. On XX/XX/XXXX, I reported fraud on my XXXX XXXX XXXX XXXX XXXX issued by Capital One. The disputed transactions exceed approximately {$73000.00} and consist primarily of unauthorized electronic withdrawals processed through XXXX between XXXX and XXXX that were never authorized, approved, or initiated by the cardholder. The fraud was reported once the unauthorized activity was identified and documented. However, the claim was denied the same day it was submitted. Within approximately XXXX hour of the report, XXXX Ones system issued automated correspondence stating that the claim had been investigated and denied. The denial occurred without any meaningful review, request for documentation, or investigative explanation. All related denial notices are dated XX/XX/XXXX. This matter also constitutes a billing error dispute under the Fair Credit Billing Act ( 15 U.S.C. 1666 ) and Regulation Z because the account contains unauthorized charges that were reported to the issuer and remain unresolved. Despite receiving written notice of the dispute and supporting documentation, Capital One continued billing activity, assessed interest and late fees, and reported payment status while the dispute remained active. In XX/XX/XXXX, I resubmitted the fraud case with extensive documentation including law-enforcement references, transaction spreadsheets, and written explanations of the fraudulent activity. Instead of conducting a proper investigation, Capital One continued billing activity and collection notices. I was forced to make payments under protest solely to prevent additional credit damage. During XX/XX/XXXX, while the dispute remained unresolved, a Capital One XXXX XXXX representative discouraged submission of additional documentation and stated that providing further materials would reset the investigation timeline. I requested a secure document upload link to provide additional evidence, but no link was ever provided. Capital One later issued a final denial letter dated XX/XX/XXXX but never produced any documented investigative report explaining the determination. The XX/XX/XXXX letter referenced and enclosed correspondence related to the original XX/XX/XXXX claim decision, effectively relying on the same one-hour investigation that occurred on the date the fraud was first reported rather than documenting any new or independent investigative review following the XXXX resubmission. As of XX/XX/XXXX, the disputed balance continues to accrue interest. Supporting documentation is provided in XXXX attachments submitted with this complaint, including the original fraud claim and denial correspondence dated XX/XX/XXXX, law-enforcement documentation, transaction spreadsheets, escalation communications with XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX denial letter, and account statements demonstrating continued interest accrual while the dispute remained unresolved. Because of the prior handling of this matter and extensive travel obligations, I request that all further communication regarding this complaint be conducted in writing. Absent corrective action, the documented record of investigation failure and continued billing during a dispute may require pursuit of additional regulatory and civil remedies.

Company response to consumer: Closed with explanation