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: NY

Complaint narrative:
Consumer Financial Protection Bureau ( CFPB ) Complaint Against : Capital One , N.A . Subject : Dispute Handling and Insufficient Explanation of Dispute Closure I am submitting this complaint regarding Capital One 's handling of a credit card dispute involving a charge from XXXX in the amount of {$370.00} ( Case Number : XXXX ). The dispute arose from a hotel reservation booked through XXXX for XXXX XXXX XXXX in XXXX, XXXX. During the stay, my partner experienced multiple insect bites that were reported to hotel staff while we were still at the property. The hotel responded by moving us to another room. Following the stay, I attempted to resolve the matter directly with both the hotel and XXXX before filing a dispute with Capital One. During the dispute process, I provided substantial supporting documentation, including : Written communications with the hotel Written communications with XXXX Documentation of phone conversations with XXXX Photographs documenting the injuries sustained during the stay Medical documentation related to treatment received after returning to the United States A detailed written timeline of events Evidence of my attempts to resolve the issue directly with both the hotel and XXXX before filing the dispute On XX/XX/year>, Capital One informed me that XXXX had responded to the dispute and requested additional information if I wished to continue the case. I submitted a signed response together with supporting documentation. However, on XX/XX/year>, Capital One closed the dispute and stated only that my response " lacks all of the previously requested information needed to validate your dispute '' and that they were " unable to assist with your claim. '' The issue is that Capital One never identified : What specific information was missing from my submission ; Why the documentation I provided was insufficient ; Which elements of my evidence were reviewed ; What additional information would have been necessary to evaluate the claim. As a result, I was denied a meaningful opportunity to address any perceived deficiencies in my submission. I am not asking the CFPB to determine whether XXXX or I was ultimately correct regarding the underlying dispute. Rather, I am requesting that Capital One provide a clear and detailed explanation of how my dispute was evaluated, what information was deemed insufficient, and whether the dispute received a complete and reasonable review based on the documentation submitted. I believe consumers should receive a transparent explanation when a dispute is denied, particularly after providing extensive supporting documentation and responding to a request for additional information. I respectfully request that Capital One review this matter and provide a detailed explanation of the basis for its decision. Thank you for your consideration. Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation