Consumer complaint received 2026-03-12 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: NH

Complaint narrative:
Product : Credit Card Company : Capital One Complaint Narrative I am filing this complaint regarding Capital Ones failure to stop repeated unauthorized credit card charges associated with a disputed transaction involving an interstate moving company, XXXX XXXX XXXX. I authorized a single moving service scheduled for XX/XX/XXXX, based on a confirmed firm quote of {$7000.00}. After the move, the merchant issued an invoice totaling {$14000.00}, more than double the agreed price, and charged my credit card for the increased amount. To date, I have paid {$9100.00}. The amount I formally dispute is {$5000.00}. I promptly disputed the unauthorized charges with Capital One. However, instead of resolving the matter, the merchant repeatedly re-charged my credit card after disputes were opened. The charges were submitted in varying amounts ( {$2000.00} and {$3000.00} ) and were sometimes split into separate transactions so they would process. The merchant also created a false charge claiming a one-piece furniture moving service each time. These additional charges occurred on : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX As a result of these repeated re-billings, the total amount charged or attempted by the merchant has now reached {$15000.00}, even though the disputed amount remains {$5000.00}. On XX/XX/XXXX, I contacted Capital One to escalate the dispute to their fraud department. I was told that an investigation would be conducted and that I would receive an update within 15 days. I was also advised not to take further action at that time. When I called again on XX/XX/XXXX, Capital One was unable to provide any update. The representative did reopen the cases so that I could upload supporting documentation. However, after I uploaded the documents, the system automatically closed the case stating that the dispute deadline had passed. The delay occurred for two reasons : 1. Capital One mailed dispute documentation to my new address in New Hampshire while I was still physically located in Connecticut, so I did not receive the letter in time. 2. I followed Capital Ones instruction on XX/XX/XXXX to wait for the fraud investigation before submitting documentation. Also at Capital Ones instruction, I replaced my credit card number twice in order to stop the unauthorized charges. Despite this, the merchant continued charging newly issued replacement cards using stored card credentials. Capital One has not implemented an effective block to prevent these charges. This situation has now resulted in more than ten separate dispute cases for the same underlying transaction. Each time I contact Capital One, I must restart the process with a different representative, and no permanent resolution has been provided. This is no longer a standard billing dispute. It involves repeated unauthorized post-dispute charges, continued billing after card replacement, and fabricated service charges. Resolution Requested I respectfully request that Capital One : 1. Permanently reverse the disputed amount of {$5000.00}. 2. Reverse the fraudulent charges totaling {$15000.00}. 3. Implement a permanent network-level block preventing further charges from this merchant. 4. Treat the repeated post-dispute billing as unauthorized transactions requiring fraud-level review. 5. Assign a single case specialist and provide written confirmation that no further charges from this merchant will be permitted. Without intervention, this issue continues to result in repeated unauthorized billing and ongoing financial harm.

Company response to consumer: Closed with monetary relief