Consumer complaint received 2025-08-05 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:
Account ending in : XXXX Case : XXXX Merchant : XXXX * XXXX  Amount : {$1100.00} Date : XX/XX/year> Consumer Financial Protection Bureau XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : Formal Complaint Against Capital One for Mishandling Fraud Investigation To Whom It May Concern, I am writing to formally request the Consumer Financial Protection Bureaus intervention regarding a serious and ongoing issue I am experiencing with Capital One Bank in connection to a fraud claim I have submitted. I am the victim of fraud by individuals who misrepresented themselves as representatives of the United States Patent and Trademark Office ( USPTO ), and Capital One has repeatedly and egregiously mishandled my case. 
Summary of Events : I was defrauded by individuals posing as USPTO officials. These individuals extracted payments from me under false pretenses, claiming to provide legitimate trademark services. 


The trademark filings these individuals claimed to be providing were never submitted, which can be publicly verified via the USPTO website. The classification we originally filed under ( XXXX ) has not been amended, and none of the additional services or amendments we were charged for were filed on my behalf. 


I filed a fraud dispute with Capital One and submitted all supporting evidence, including documentation proving that the services were not rendered. 


Capital One has closed this case multiple times, despite my ongoing communication and submission of evidence. Each time, I was either told the case was resolved or was directed to negotiate with the fraudulent merchant directly which is unacceptable and places undue burden on me, the consumer and victim. 


Most recently, the case was reopened yet Capital One continues to ask for documents I have already uploaded multiple times via their online portal and also mailed via certified mail, of which I possess a receipt from the United States Postal Service as proof of timely delivery. 


This repeated mishandling suggests negligence, incompetence, or worse a willful failure to protect consumers from financial fraud. The idea that I, as a victim, should be forced to resolve matters with the very party that defrauded me is fundamentally unjust and contrary to the principles of consumer protection. 
Requested Action : I am requesting that the CFPB investigate Capital Ones conduct in this matter and compel them to : Properly and thoroughly review the documents I have already provided, including proof of fraud and evidence of non-performance by the merchant. 


Provide a full refund of the fraudulent charges to my account. 


Cease requiring me to contact the fraudulent party as a means of resolution. 


Provide a written explanation of why this matter was mishandled repeatedly and what internal corrective actions will be taken. 


I have attached the relevant supporting documents, including my correspondence with Capital One, the certified mail receipt, proof of fraud, and evidence that services were never rendered. 
I appreciate the Bureaus assistance in ensuring that consumer rights are upheld and that companies are held accountable for mishandling legitimate fraud claims.

Company response to consumer: Closed with explanation