Consumer complaint received 2025-07-21 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: TX

Complaint narrative:
I am an author who used my Capital One card to purchase books for distribution to XXXX XXXX XXXX. I became aware of a scam when Capital One flagged a suspicious transaction for {$5000.00}. After investigating, I discovered I was dealing with a fraudulent company : XXXX XXXX XXXX, which impersonates both Penguin Books, a legitimate publishing house, and XXXX XXXX XXXX. 

I reported this incident to Capital One over the phone and was instructed to wait for their letter to provide additional information solely by mail. However, as the fraud staff recommended, I never received any correspondence by regular mail. Approximately XXXX weeks later, Capital One reversed the chargebacks without any justification. 

I was told I hadn't submitted the necessary information when I inquired about this decision. At the same time, the merchant responsible for the scam claimed to have provided emails and policies from XXXX XXXX XXXX regarding refunds. I promptly appealed their decision, submitting evidence of the fraudulent emails from the scammers and correspondence from XXXX XXXX XXXX confirming that the documents bearing their letterhead were indeed forgeries. 

Additionally, I provided a fraudulent agreement presented by the scammers, falsely representing XXXX XXXX, which included a clause promising a 100 % refund for dissatisfied clients. 
Despite providing ample documentation, Capital One removed the chargeback and paid the scammers instead. 
When I contacted the scammers, they stated that they had not received any funds and that their records showed Capital One had not credited them after the chargeback reversal. 
I also contacted the legitimate publishing house, XXXX, and they said this was a scam. I did the same with XXXX and XXXX, which stated by email that they dont solicit the purchase of books to be placed on their shelves. It became clear to me that the scammers had no intention of purchasing or printing any books for distribution under the XXXX platform. Since the last payment using my credit card with Capital One was for {$5000.00}, I asked Capital One to initiate a dispute as recommended in their policies. 
The payment on XX/XX/XXXX went to a company named XXXX, which has failed to respond to me or provide a refund. A telephone conference with a XXXX representative revealed that they collect bills for XXXX XXXX XXXX, which the legitimate BN denies, since they offer in-house billing services. 
I subsequently contacted the scammers over the phone, who still claim they delivered the books to XXXX. They also demanded proof that Capital One had reversed the chargeback for {$5000.00}. They also claim the amounts I paid were deducted by Capital One and have not been reversed, and they will not consider making any refund. 
I mailed the scammers a copy of the chargeback reversal for {$5000.00}. Since the scammers stopped responding to explain what happened to the books or provide any evidence or receipts, the books have not been delivered. 
I am at a loss since neither the scammers nor the real XXXX provided a copy of the delivery, and the real XXXX said they dont do this kind of business. 
I provided Capital One with the original agreement that the impersonators sent me, offering a 100 % refund if I was dissatisfied. Capital One ignored this agreement. 

I need to know the policies regarding a card companys responsibilities to protect clients from scams. Why did Capital One disregard the documents and emails that denounced the forgeries? Given that neither XXXX & XXXX nor I received the merchandise, why did Capital One choose to favor the scammers and reverse the chargeback? 

As a cardholder, I am entitled to certain rights, especially when I am the victim of a scam. My financial loss amounts to approximately {$25000.00}, and Capital One has failed to support me in recovering my funds. I expect your assistance and a prompt response regarding this serious matter. I feel victimized by unscrupulous scammers and my credit card company. 
I have contacted Capital One XXXX times and despite my documentation and emails from XXXX and XXXX XXXX supporting this is fraud, my credit card doesnt want to hear my appeal and follow their policies when a client is dissatisfied with the outcome or has been scammed. Capital One has failed to advice me how to appeal my dispute. My last conversation with a dispute XXXX XXXX XXXX on XX/XX/XXXX indicated that Capital One already closed my case. My only hope is for this agency to help me to resolve the dispute before I go to court.

Company response to consumer: Closed with explanation