Consumer complaint received 2025-08-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TN

Complaint narrative:
claim ( s ) XXXX # XXXX for account ending in XXXX. 
claim ( s ) XXXX # XXXX for account ending in XXXX. 
claim ( s ) XXXX # XXXX for account ending in XXXX. 

I am disputing Capital Ones handling of a fraudulent transaction processed via XXXX XXXX. On XX/XX/XXXX, a merchant promised me a refund of {$610.00} but instead engaged in a fraudulent scheme, demanding additional payments in order to release my money. This escalated the supposed refund amount to over {$2200.00}. 

I provided Capital One with extensive evidence, including : Messages where the merchant explicitly acknowledged the refund obligation. 

Proof that the merchant deleted conversations to conceal fraud. 

Documentation showing escalating demands for additional payments. 

Harassing calls/messages from individuals claiming to be the merchants Board of Directors. 

This is not a simple peer-to-peer transfer between friends or family. It is a fraudulent merchant transaction, where I was misled and coerced into sending additional money under false pretenses. 

Capital One denied my claim twice, citing that XXXX XXXX transactions can not be canceled. However, this reasoning ignores the fraudulent nature of the merchant activity, which is the true issue. Their denial has left me with a negative balance of {$1600.00}, and I am being held responsible for fraudulent charges that should be protected under federal consumer protections. 

I am requesting that the CFPB require Capital One to : Reconsider my dispute in light of clear merchant fraud evidence. 

Reverse the negative balance of {$1600.00} from my account. 

Apply appropriate consumer protections against fraud, rather than dismissing the case under the peer-to-peer policy exception. 

Consumers should not be left financially harmed due to fraudulent schemes simply because they occurred through XXXX XXXX. 


Evidence submitted : I have provided Capital One with full documentation, including payment records and Telegram conversations between XX/XX/XXXX XX/XX/XXXX. These show the merchants acknowledgment of the refund, their repeated requests for additional funds, and their refusal to issue the refund. 
Tampered evidence : One of the merchant contacts ( XXXX XXXX erased our entire conversation thread to conceal their actions. Fortunately, I retained screenshots showing the missing conversations and fraudulent promises. 
Ongoing harassment : Since I submitted my claim, individuals identifying themselves as the merchants Board of Directors have repeatedly attempted to contact me, demanding an additional {$320.00} in order to release my refund. If I were to comply, my total losses would exceed {$2800.00} {$3000.00}. 
At present, I have been left with a negative balance of {$1300.00} due to the reversal of credits initially applied. This is not only unjust but inconsistent with the protections that cardholders should expect under the Fair Credit Billing Act ( FCBA ) and Capital Ones own commitment to protecting customers from fraud. 
The merchant has : 1. Acknowledged the refund was due.

2. Refused to honor the refund.

3. Engaged in deceptive and fraudulent practices by requesting escalating payments.

This is clear, documented fraudnot a legitimate business dispute.

Company response to consumer: Closed with explanation