Consumer complaint received 2026-04-29 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: NY

Complaint narrative:
I am filing a complaint regarding Capital Ones improper handling of a billing dispute for services not rendered. On XX/XX/XXXX, I paid {$500.00} using my Capital One XXXX as part of a structured payment plan for a youth lacrosse program. The programs season was scheduled to run from XXXX through XX/XX/XXXX. This payment was one of several installment payments toward total tuition of approximately {$6000.00}. In XX/XX/XXXX, prior to the start of the season, the business ceased operations and later declared bankruptcy. As a result, no services were rendered in exchange for this payment. I notified Capital One in late XX/XX/XXXX ( they can't provide me the date ) via a phone call with the dispute department regarding lack of services rendered, which is within the required dispute timeframe. I also submitted a written explanation on XX/XX/XXXX, as requested by Capital One, documenting that the merchant was unresponsive and had failed to provide services. Despite my timely dispute, Capital One failed to conduct a reasonable investigation and did not attempt to contact the merchant. Instead, they repeatedly requested documentation that was not reasonably obtainable given that the business had shut down. On XX/XX/XXXX, I obtained documentation from another family affected by the closure confirming that the merchant had declared bankruptcy and immediately provided it to Capital One. At that point, they refused to proceed with the claim, stating that the dispute exceeded the 118-day timeframe. This denial is improper because the dispute was filed within the allowable timeframe, and any delay in investigation is the result of XXXX Ones failure to act on a timely claim. For comparison, I made similar payments totaling approximately {$2000.00} across four different credit cards. Three other credit card issuers, including another XXXX issuer, conducted investigations and approved my disputes due to non-response from the merchant and failure to provide services. Capital One is the only issuer that failed to properly investigate and denied the claim. I also escalated this matter directly to XXXX when Capital One denied my claim the last time. On XX/XX/XXXX, XXXX opened a case ( Case ID : XXXX ) and directed me back to Capital One for resolution. Despite this, Capital One has still refused to properly investigate or resolve this claim. Additionally, I attempted to escalate this issue internally. A supervisor in the fraud and disputes department ( XXXX, Employee ID XXXX ) stated there was no further escalation path and refused to provide additional contact information. I asked XXXX why Capital One refused to even contact the merchant once on my behalf and was told because I did not provide proper documentation. I explained again that I provided the letter as per Capital One 's request of what happened and dates I tried to resolve the issue with the merchant. He told me that wasn't what was needed to investigate and only two documents were valid for Capital One to investigate further : 1. A credit from the merchant 2. A cancellation of on my part Why would I be disputing a claim if I received a credit for the services not rendered and secondly I didn't cancel the agreement, the merchant went out of business affecting over 1,000 players and families. Secondly how would I be able to do either of those things if the merchant was not responding to anyone? I asked XXXX for all the dates that I tried to resolve this with Capital One and was told XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. I am requesting that Capital One : 1. Reopen and properly investigate the dispute using the original filing date of XX/XX/XXXX 2. Issue a full refund of {$500.00} for services not rendered 3. Reverse any interest or fees associated with this charge I have acted in good faith and complied with all requests. Capital Ones refusal to investigate a valid and timely dispute is unacceptable. Desired Resolution : Full refund of {$500.00} plus any associated interest and fees.

Company response to consumer: Closed with monetary relief