Consumer complaint received 2026-06-01 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: FL

Complaint narrative:
On XX/XX/year>, at approximately XXXX XXXX, I received a voicemail from XXXX XXXX XXXX XXXX XXXX XXXX regarding this matter. While I acknowledge the outreach, I am concerned that Capital One continues to rely upon telephone communications despite the extensive history of communication failures, inconsistent information, and continuity issues that form part of my complaint. Given the nature of these concerns, I am requesting that all substantive communications regarding this matter be conducted in writing. Written communications provide an accurate, reviewable, and verifiable record and help prevent misunderstandings or inconsistencies regarding disputed facts, investigative findings, requested documentation, and proposed resolutions. This request is not intended to avoid communication. Rather, it is intended to ensure accountability, transparency, and preservation of the official record. I respectfully request that Capital One provide all future responses, findings, requests for information, and proposed resolutions in writing and that this request be incorporated into the complaint record. Additional Complaint Concern A significant concern underlying this complaint is that I do not have clear written confirmation regarding whether my request for reconsideration, appeal, reopening, or further review of the XXXX XXXX XXXX dispute was ever properly documented, submitted, escalated, or reviewed. After the original dispute determination, I continued communicating with Capital One representatives in an effort to challenge that decision and seek further review. During that process, I devoted substantial time to telephone communications and repeated explanations of the circumstances surrounding the dispute. However, despite those efforts, I remain unable to determine from the records available to me whether my appeal or request for reconsideration was ever properly processed. This raises a fundamental concern. If the appeal was not properly documented, escalated, or reviewed, then a substantial amount of time spent communicating with Capital One representatives may have produced no meaningful progress toward resolution. I am therefore requesting written confirmation of : Whether an appeal, reconsideration request, reopening request, or secondary review was submitted. The date such request was submitted. The department that received the request. The current status of the request. Any findings or determinations that have been made. Copies or summaries of records reflecting those actions. If no appeal or reconsideration request was properly processed, I request an explanation as to why I was not informed of that fact despite repeated communications regarding this matter. A fair resolution includes a complete written review of the XXXX XXXX XXXX dispute, written findings, and restoration of any funds that should have been credited if the prior determination was incomplete, inaccurate, or based upon an insufficient review of the available information. I also request a written apology for the communication failures, lack of continuity, and confusion regarding the status of my appeal and dispute-review efforts.

Company response to consumer: Closed with monetary relief