Consumer complaint received 2025-08-15 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:
On XXXX XXXX XXXXXX/XX/year>, the merchant " XXXX XXXX XXXX '' claimed I signed a contract for XXXX XXXX XXXX and on XXXX XXXX XXXX they claimed I signed a different contract. Both contracts contain forged signatures. I never received the full services described in those fraudulent contracts instead of XXXX XXXX XXXX  I was given XXXX videos, and I did not receive the XXXX XXXX test, the use of a XXXX XXXX XXXX XXXX test, or the XXXX course completion. Despite this, Capital One denied my dispute and stated that the merchants evidence '' shows I received some services. 

I first disputed the transaction in XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX XXXX Capital One provided me with the merchants fraudulent documentation. This was the first time I became aware that fraud had occurred. I could not have filed a fraud dispute before then because I did not know the merchant had made and submitted forged contracts. 

I uploaded the requested documents multiple times, including on XX/XX/year>. On that day, Capital One closed my dispute within minutes of receiving my uploads, often within XXXX minutes of sending their decision letters, and then reopened and closed it again the same day. Examples from XX/XX/XXXX include : XXXX XXXX XXXX XXXX XXXX XXXX upload of dispute evidence. 
XXXX XXXX Denial letter issued XXXX minutes later without reasonable review. 
XXXX XXXX  Second upload of documents ( first upload may have glitched ). 
XXXX XXXX  Confirmation that documents were received. 
XXXX XXXX  Dispute closed XXXX minutes later. 
XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Decision letters issued. 
XXXX XXXX XXXX XXXX XXXX XXXX Closures recorded within minutes of decisions. 

From Capital One, I repeatedly asked for the Mastercard dispute policy, the headquarters contact information for the dispute or fraud department, and a detailed list of what they claimed I was missing. A represenative in the dispute department refused to provide me with the Headquarters contact, the Mastercard dispute policy Capital One claims to be citing from, she told me to look online and refused to give me any written details. She stated that only the dispute team had the policy and when I asked for a supervisor. XXXX XXXX ( ID XXXX ) in the dispute department followed the same refusal to give me this information for the policy, said she could not provide anything in writing, and admitted she did not have a contact for headquarters ( " she would have to XXXX it '' ) even though she was answering calls in the dispute department. 

After I provided everything they originally requested ( sales receipt, response to merchant documentation, and additional information ), Capital One added new documentation requirements that were never mentioned before " Additional information form '' but could not explain what that was. I also verbally asked for the policies and regulations that guided their decision-making, but they still have not provided them. The merchant provided a invoice that I never saw before until Capital One provided the merchants documents '' The way Capital One handled my dispute was inconsistent, lacked transparency, and denied me a fair review. They relied solely on the merchants fraudulent documents, despite clear proof that the services I paid for were not delivered. They allowed the merchant to submit questionable altered and forged documents as proof of service and made assumptions of what decision XXXX would make without even providing XXXX the document. 

Capital One obstructed my ability to fairly resolve this dispute by : Refusal to provide XXXX dispute policy when you requested it. 
Refusal to give a detailed list in writing of what they said was missing. 
Changing their documentation requests after closing the process ( added Additional Information Form only later ). 
Extremely short review times/prematurely making a decision of merchant documents ( closing within minutes of reviewing documents ). 
Multiple conflicting statements from their own dispute department about whether the case could be reopened. 
Stating they would look into it again showing they failed to properly look and they continued that behavior even after my multiple outreaches to them XXXX XXXX ( ID XXXX ) in the dispute department refusing to give headquarters contact, written responses, or policy copies and a representative to me to look it up online.

Company response to consumer: Closed with explanation