Consumer complaint received 2025-09-02 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: CT

Complaint narrative:
I decided to purchase a product called The XXXX XXXX  online for {$64.00} on XX/XX/XXXX. The product is a XXXX XXXX to help you start a XXXX XXXX  business. After the purchase, the website prompted me to purchase an upsell called XXXX for {$240.00} using language like just one more thing and on sale now, if you do not buy you will pay more later, so I purchased that as well. Then, another prompt for a product called XXXX XXXX XXXX for {$140.00}. Again the website used verbiage like just one last thing and on sale now, if you do not purchase the price will go up soon. I was more hesitant as the price was rapidly increasing for this system but I purchased this as well. Then another product came up in the same fashion which I do not know the name or price of because I closed my browser. I requested a refund from the merchant as soon as I could which was a little over an hour after the purchases on XX/XX/XXXX explaining that the price had inflated too quickly and that I would like to keep only the guide to start and I would pay more for the other products if I decided to stay with it. I was unhappy with the deceptive marketing to get me to purchase the upsells but I gave the merchant the benefit of the doubt. The merchant never responded so I initiated chargebacks through Capital One for the {$140.00} and {$240.00} charges on XX/XX/XXXX. I attempted to explain the deceptive marketing strategies employed against me by explaining it was a bait and switch tactic as they advertised the guide at a low price but then quickly switched to adding extra items I would need AFTER I made the purchase. I also explained that the merchant had a 30 day money back policy if you were unhappy with results that they were not honoring by not responding to my email for a refund. On XX/XX/XXXX, I sent another email to the merchant asking for a full refund and I also initiated a chargeback for the {$64.00} charge explaining again the deceptive tactics and refusal to honor their money back guarantee or respond to my request for refund. The second request to the merchant was also never responded to. On XX/XX/XXXX the merchant reached out to me because they received news of the chargebacks. I responded that I would like a full refund. They answered with only the XXXX XXXX was refundable not the upsells and asked for some information about the purchases. They also attached a refund policy that I had not seen before and later went back to look for on their website and was only able to find by thoroughly looking as its a small link hidden at the very bottom you have to scroll to see it. I provided the information and again asked for a full refund but they never responded after that. On XX/XX/XXXX Capital One sent letters for the {$64.00} and {$140.00} charges stating the merchant provided information to support the charges and that the charges would be reapplied to me and that they considered the case closed. This was the first info I had heard since the chargeback was initiated and I had not been able to provide much info at the initiation because there is a character limit when submitting online which I did. So I called Capital One and requested a link to provide more information on the dispute. I explained the timeline of the dispute and provided the emails that I sent and received from the merchant as well as images of the merchants money back guarantee on XX/XX/XXXX. On XX/XX/XXXX I received another letter from Capital One stating the information I requested is lacking the requested info to validate my claim and that they are unable to help with the claim for {$140.00} and consider this case closed. They did not provide any means for relief. The XXXX other chargebacks have not been closed yet. I do not agree with Capital Ones decision as the merchant has failed me XXXX ways. First is deceptive marketing, second is failure to honor their refund policy and deceptive tactics around the refund policy, and third is failure to follow up on communications. Unfortunately I do not have images of the marketing. But, after going back to the merchants website XXXX I can not find info and pricing on any products they sold me other than the pdf guide. I do have images of the money back policy they do not honor and copies of all the communication. I believe Capital One mishandled this chargeback dispute. Also, in the dispute letter provided from Capital One on XX/XX/XXXX part of the reason for denial contains a consumers name and email as accepting the terms that is not me or my email which also leads me to believe they mishandled this.

Company response to consumer: Closed with monetary relief