Consumer complaint received 2026-05-05 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: MD

Complaint narrative:
I am filing a complaint regarding the handling of a billing dispute involving Capital One and a charge from XXXX. XXXX Rental Agreement XXXX ( Confirmation XXXX ). On XX/XX/year>, I contacted XXXX by phone to request an explanation of a {$4300.00} charge. On the same date, I also submitted a request through XXXX online form for a detailed, itemized invoice supporting these charges. To date, XXXX has not provided a complete an itemized invoice. While I acknowledge that certain incidental charges may be valid and estimate those to be approximately {$600.00} {$850.00}, the total invoice amount does not reconcile to the line items on the invoice. The invoice appears to have an unexplained variance of approximately {$3900.00}, leaving the charges unsupported and unclear. A charge of {$4300.00} was posted to my Capital One Savor account ending in XXXX on XX/XX/year>. I disputed this charge with Capital One on XX/XX/year> ( Case # XXXX ). On XX/XX/year>, I submitted supporting documentation, including : A detailed timeline of events and expected incidental charges The XXXX rental inspection report The XXXX invoice ( Rental Agreement XXXX ) Email correspondence with XXXX requesting clarification of charges Confirmation of receipt of my inquiries to XXXX Screenshots of the related credit card transactions Despite providing this documentation, Capital One closed the dispute on XX/XX/year>, citing missing documentation without clearly identifying what was lacking. I attempted to follow up with Capital One to understand what additional information was required, but no clear guidance was provided. Later on XX/XX/XXXX, I resubmitted the Case Information Form along with the same supporting documentation, believing it addressed any outstanding requirements. However, on XX/XX/year>, the dispute was closed again without explanation as to what documentation was missing. On XX/XX/year>, at approximately XXXX XXXX, I contacted Capital One and was informed by one representative that a new case could be opened and that I would be contacted within 30 days if additional information was required. Later that same day, at approximately XXXX XXXX, a different representative provided conflicting information, stating that a new case could not be opened and that I would need to reopen the existing case and resubmit documentation. I was again instructed to provide documentation, but no clear explanation was given regarding what specific information was missing. This lack of transparency, inconsistent guidance, and repeated closure of my dispute without adequate explanation raise serious concerns regarding Capital Ones dispute handling practices and compliance with fair credit billing requirements. Additionally, XXXX failure to provide a clear, itemized invoice prevents me from verifying the legitimacy of the charges.

Company response to consumer: Closed with explanation