Consumer complaint received 2025-11-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
Capital One denied my fraud dispute without a proper investigation and refuses to provide required documentation under Regulation Z. 

My name is XXXX XXXX, and I am filing a complaint regarding Capital Ones failure to properly investigate unauthorized charges on my credit card ( last 4 digits : XXXX ). 

I reported multiple unauthorized electronic transactions, including charges of {$470.00} and {$19.00}. I did NOT authorize these transactions.

Capital One denied my dispute without providing any supporting evidence. They stated that because the transactions were electronic, they have no information to provide. This statement is false and contradicts basic industry standards for card-not-present transactions, which always include : IP address Device ID / device fingerprint CVV verification result
AVS

result Merchant documentation Digital authentication data Exact timestamp and authorization logs Capital One refused to provide any of these and admitted they do not have this information, which shows that no reasonable investigation was conducted. Additional issues : I attempted to reopen the case multiple times, and Capital One refused, even though Regulation Z requires a reinvestigation when a consumer disputes the adequacy of the original investigation. Capital One provided conflicting instructions for document submission and refused to provide a secure upload link or correct contact channel. Agents repeatedly refused escalation to the appropriate back-office dispute team. This violates 12 CFR 1026.13 ( Billing Error Resolution ) under the Truth in Lending Act ( Regulation Z ), which requires : A reasonable investigation Disclosure of evidence used to deny a dispute Proper handling of billing error claims Allowing the consumer to submit supporting documentation Reinvestigation when the consumer challenges the outcome Additional important information : During my own research, I discovered that the merchant involved in these transactions appears to be fraudulent. Their website shows multiple red flags consistent with scam operations, including : no clear contact information or physical address, unverifiable business details, reports online from other consumers indicating fraudulent behavior, inability to reach the merchant by phone or obtain legitimate support, no legitimate customer service responses.

This strongly suggests that the merchant is not legitimate, which makes it even more concerning that Capital One denied my dispute without obtaining merchant documentation or verifying authorization data.

Also, I got 2 letters from the bank within one day : one stated that case is being investigated and another one right after stating the case is closed I am requesting CFPB assistance to : 1. Require Capital One to reopen and reinvestigate my fraud dispute under Regulation Z.

2. Require Capital One to provide the authorization data used to deny my dispute ( merchant documentation, IP logs, device data, CVV/AVS results, etc. ).

3. Ensure Capital One complies fully with all federal billing error investigation standards.

I am seeking a fair, lawful investigation and the documentation required under federal regulations.

Company response to consumer: Closed with explanation