Consumer complaint received 2025-12-02 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: TX

Complaint narrative:
I am filing a complaint against Capital One regarding an {$800.00} unauthorized credit card charge that I did not make. I reported this charge as fraud, and Capital One closed the dispute without performing a proper investigation, without providing any evidence that I authorized the transaction, and without providing the documentation I requested as required under the Fair Credit Billing Act ( XXXX ). 

The XXXX I spoke with ( XXXX - XXXX ) closed their " initial investigation, '' which makes no sense. An investigation per Federal Law has specific steps they must take - she informed me all they did was verify it was a " Tap '' purchase so it was placed back onto my card and no investigation was provided to me, and their " new investigation will include obtaining records from a merchant that doesn't exist ( did my own research on SQ * XXXX XXXX [ they claim is a beauty and barber shop ] ) I live in TX and it happened in XXXX TN - XXXX miles away from where I was cooking a steak in my kitchen at the time of the charge - how did I tap my card to buy makeup? First of all, I am a man, not a crossdressing werido, I don't wear makeup, and I am poor XXXX, so nobody in this house is buying {$800.00} worth of makeup for my wife or XXXX daughter - we use XXXX gift cards, XXXX. None of the information I gave the initial fraud rep was used in their bogus " investigation. '' Capital One simply stated that the charge was accurate and placed the {$800.00} balance back onto my account without showing any proof. When I asked for investigation details, transaction data, merchant evidence, or any documentation supporting their decision, the representatives told me they had none. 

This is a violation of my rights under the XXXX, which requires : A reasonable investigation Written explanation of findings Provision of evidence supporting the creditors decision Provisional credit or proper handling of the disputed amount Capital One did not provide any of these. 

When I requested that the dispute be reopened, I recorded the call for my own protection. I live in Texas, which is a one-party consent state. Despite this, XXXX XXXX supervisor refused to speak with me solely because I was recording. This refusal directly interfered with my ability to exercise my rights under the XXXX and nearly prevented the dispute from being reopened. 

I was forced to tell the representative I stopped recording just to get a supervisor to speak with me and reopen the case ( which is within my legal right ). This behavior is improper, obstructive, and would have prevented me from obtaining assistance with an ongoing billing error dispute. 

I am requesting : A full and lawful XXXX investigation. 

All documentation and evidence Capital One claims supports the charge. 

Removal of the {$800.00} unauthorized charge. 

Written confirmation that my credit will not be negatively impacted during the investigation. 

Capital One has failed to meet its legal obligations and has mishandled this dispute from the beginning. I am requesting the CFPBs assistance in ensuring Capital One conducts a proper investigation and removes this unauthorized charge from my account.

Company response to consumer: Closed with explanation