Consumer complaint received 2026-01-08 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: MN

Complaint narrative:
On XX/XX/XXXX, I was charged {$7500.00} by XXXX XXXX XXXX for an e-commerce done-for-you program. I enrolled based on representations that I could pay half upfront ( {$7500.00} ), complete a testing period, and receive a refund of the amount paid ( as stated in the contract ) if the business did not work, provided that I fulfilled my responsibilities under the program. 

The testing period began when ads started running ( see attached screenshot from the contract ) on XX/XX/XXXX. After approximately 90 days of testing and continued financial losses, I requested a refund on XX/XX/XXXX. Due to the holiday season, I only received an automated system response. I followed up again on XX/XX/XXXX, requested an immediate stop to the ad campaigns, and asked the merchant to address the refund request promptly. The merchant declined the refund. 

On XX/XX/XXXX, at XXXXXXXX XXXX Central Time, I contacted Capital One and filed a billing dispute for services not rendered as promised and misrepresentation. During this call, I specifically confirmed with the customer service representative what documentation was required. I was explicitly told that submitting the email thread showing my refund request and the merchants refusal was sufficient, and that if additional documentation were needed, Capital One would reach out to me. I also asked whether I should submit the contract and was told no at that time. 

While still on the call, at approximately XXXXXXXX XXXX Central Time, I uploaded the requested email thread. Later that same day, I uploaded another updated version of the email thread, and also found that Capital One issued a provisional credit and sent a system notice at approximately XXXXXXXX XXXX Central Time stating, We need more information from you to further investigate your merchant dispute, and indicating that I had until XX/XX/XXXX to provide supporting documentation. 

Because I was ill and felt unwell that evening, I did not immediately work on uploading additional documents. Based on the stated deadline, I reasonably believed I still had sufficient time to respond. 

However, on XX/XX/XXXX, Capital Ones system sent another documentation request at approximately XXXXXXXX XXXX Central Time, and then one minute later, at approximately XXXXXXXX XXXX Central Time, Capital One closed my dispute, stating that my response lacked required information. Capital One did not contact me to clarify what documentation was missing, nor did it provide an opportunity to submit additional documentation before closing the case and reapplying the charge. 

I contacted Capital One again and was informed that the case was closed and would not be reopened, even on appeal. I believe the dispute was closed due to procedural failure rather than a substantive review of my claim, as I followed Capital Ones instructions exactly and was not given a fair opportunity to submit additional documentation within the stated timeframe. 

I am submitting this complaint because Capital One failed to provide a fair dispute process, misinformed me regarding documentation requirements, and closed my dispute without notice or an opportunity to respond, despite having provided a documented deadline for submitting supporting materials. 

I am attaching all relevant documentation, including correspondence, notices from Capital One, and the contract, for your review.

Company response to consumer: Closed with explanation