Consumer complaint received 2026-01-13 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: CA

Complaint narrative:
Beginning on XX/XX/year>, XXXX Ads started billing our Capital One business credit card for Local Services Ads charges. The billing began at {$130.00} and escalated rapidly. We were not properly notified that LSA ads were live or that chargeable leads were being generated, and we did not receive invoices or itemized billing explanations from XXXX. At the time, Googles own platform displayed messaging indicating the account was still in a verification/onboarding process ( e.g., Hold tight! XXXX is verifying your information. Theres nothing else for you to do at this time, with verification progress shown as incomplete ). 

Despite the account appearing to still be under verification, XXXX continued charging our Capital One card repeatedly throughout XXXX, XXXX, XXXX, and XX/XX/year>. The charges were as follows : XX/XX/year> ( Subtotal : {$1900.00} ) XX/XX/XXXX : {$130.00} XX/XX/XXXX : {$200.00} XX/XX/XXXX : {$250.00} XX/XX/XXXX : {$350.00} XX/XX/XXXX : {$500.00} XX/XX/XXXX : {$500.00} XX/XX/year> ( Subtotal : {$2900.00} ) XX/XX/XXXX : {$440.00} XX/XX/XXXX : {$500.00} XX/XX/XXXX : {$500.00} XX/XX/XXXX : {$500.00} XX/XX/XXXX : {$500.00} XX/XX/XXXX : {$500.00} XX/XX/year> ( Subtotal : {$2300.00} ) XXXX XXXX : {$370.00} XXXX XXXX : {$500.00} XXXX XXXX : {$500.00} XXXX XXXX : {$500.00} XXXX XXXX : {$500.00} XX/XX/year> ( Subtotal : {$1000.00} ) XX/XX/XXXX : {$89.00} XX/XX/XXXX : {$500.00} XX/XX/XXXX : {$500.00} Total Gross Charges : {$8300.00} During this time, we repeatedly attempted to obtain clarification and support from XXXX XXXX XXXX XXXX. However, support responses were largely automated and did not resolve the issue. We also later determined that leads were being routed in a way that was not clearly visible or accessible, which meant any leads generated during the period were effectively lost, outdated, or unusable by the time we found them. We only received XXXX viable clients despite thousands of dollars in charges. 

We then initiated disputes with Capital One due to the above issues : lack of notice, lack of usable access to services/lead delivery, lack of invoices, and XXXX platform indicating the account was not live. We also provided documentation showing that during the charge period, the XXXX XXXX dashboard still appeared to be in verification/onboarding rather than fully active. 

Although some temporary credits were issued, the dispute resolution has been inconsistent. For example, a {$130.00} credit was issued on XX/XX/year>, then later reversed on XX/XX/year>. Additionally, on XX/XX/year>, XXXX credits of {$500.00} were issued ( totaling {$1500.00} ). 

Net credits received : {$1500.00} XXXX disputed charges remaining : {$6800.00} While this dispute remained unresolved, interest charges continued to accrue, totaling {$190.00}, despite our continued payment of all legitimate charges each month. 

Total amount requested for permanent credit : {$7000.00} ( {$6800.00} in disputed charges + {$190.00} in related interest ) In summary : XXXX XXXX charged our Capital One card repeatedly while the account appeared to still be under verification and without clear notice or workable access to the services being billed. We attempted repeatedly to resolve the issue with XXXX and then through XXXX XXXX dispute process, but the outcome has been inconsistent and has resulted in continued balances and interest on charges that we believe were improperly billed. We are requesting full and final resolution, including permanent credits and removal of interest accrued during the dispute.

Company response to consumer: Closed with monetary relief