Consumer complaint received 2025-07-08 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: ID

Complaint narrative:
[ complete detail in attached PDF along with exhibits ] ] WHAT HAPPENED I ordered a custom-built 3-piece sectional couch from XXXX XXXX on XX/XX/XXXX. It arrived damaged. After months of effort seeking direct resolution, I submitted the original issue to the CFPB as the case # stated above. 
In a letter dated XX/XX/XXXX Capitol One advised our counsel that full amount of the disputed transaction, as well as any associated fees and interest charges would be credited in full on my XX/XX/XXXX billing statement and that info at Consumer Reporting Agencies would be updated. See [ Exhibit A ]. 
Soon after the status of CFPB XXXX XXXX was marked RESOLVED. 
In a letter dated XX/XX/XXXX I received a letter from Capitol One stating that due to a system error the credit was prevented from posting to my account and that all charges would be reversed within the next two or three billing cycles. See [ Exhibit B ].

While some credits were eventually applied, a credit card balance remained which did not make sense as the only purchase I have ever made with the Pottery Barn branded Capital One credit card was to purchase this couch.

WHAT IVE DONE TO TRY TO RESOLVE THE ISSUE CORRESPONDENCE # 1 : As Capitol One credit card statements continued to arrive, each with increasing finance- and service charges, on XX/XX/XXXX I sent certified letters to two Capital One offices with associated attachments and received confirmation they were received, stating I was in DISPUTE with their charges, that their own documentation stated the charges would ALL be reversed and asking what this continued charge could possibly be about. See [ Exhibit C ]. 
On XX/XX/XXXX I received correspondence from Capitol One that did not answer the question and stating that we already responded. See [ Exhibit D ]. 

CORRESPONDENCE XXXX XXXX XXXX On XX/XX/XXXX I sent a second certified letter to Capital One offices with associated attachments and received confirmation they were received, stating again that I was in DISPUTE with their charges and requesting an explanation for what the continuing charges, interest and late fees were specifically for. See { Exhibit XXXX ]. 
On XX/XX/XXXX I received correspondence from Capitol One that once again failed to answer the question and re-stated that we already responded. See [ Exhibit F ]. 

A FAIR RESOLUTION As stated earlier : The only item ever purchased with this XXXX XXXX branded Capital One credit card was the couch that arrive damaged. 
After a great expenditure of time & energy to resolve this issue, Capital One only agreed to reverse ALL associated charges after the CFPB Case was established When they failed to reverse all charges and the Capital One credit card bills continued to arrive I attempted to communicate twice directly with Capital One, DISPUTING the charges and asking for an explanation Both Capital One direct replies failed to explain or correct this. 
Capital One continues to send credit card bills for a DISPUTED amount with exponentially increasing finance- and late charges which are, by their own documentation, invalid. See [ Exhibit G ]. 

CONCLUSION I remain in dispute with Capital One XXXX XXXX. 
XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX parent company XXXX XXXX XXXX XXXX located in XXXX XXXX CA XXXX XXXX XXXX  Non-Accredited Rating of F ( lowest ). My research is clear that there is a significant amount of this unfair collaboration going on. According to the FTC and numerous Federal Statutes I maintain that Capital One has broken the law by continuing its incessant demands to force me to pay for charges I am in DISPUTE of and have refused on multiple requests to explain. We ( counsel and myself ) maintain that these facts definitively illustrate that Capital One, as arbitrator, has chosen to break the law in this dispute and side twice with their affiliate XXXX XXXX, and that they have done so clearly out of bias and advantage. My invitation is for Capital One to take one of two actions : 1. Honor my multiple requests and prove the DISPUTED original charge is valid by explaining what this remaining charge is for. If valid, that Capital One remove all finance- and late fees. At that time, I agree to pay the original balance due.

2. Reverse all outstanding-, finance- and late charges, XXXX, close the account, THEN CORRECT ALL CREDIT INFO AT ALL CONSUMER REPORTING AGENCIES. 
The impact with this outweighs the monetary issue. Because of the egregious nature of this matter and the 15-months of credit damage I have incurred, I have little alternative but to file suit very soon if an acceptable solution is not reached.

Company response to consumer: Closed with explanation