Consumer complaint received 2025-05-30 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: VA

Complaint narrative:
After repeated attempts to communicate with XXXX XXXX XXXX XXXX ( 3rd Party Management Company ) to seek refund of excessive electricity payments and early termination fees resulting in breach of contract, I sought resolution through Capital One to have the early termination fee refunded back to my credit card. 

I sent the following letter to Capital One Dispute Resolution asking them to provide details about their refusal to explain their decision regarding a charge from XXXX XXXX XXXXXXXX XXXX, on XX/XX/year>. I called Capital One Dispute Resolution on XX/XX/year>, explaining that I intended to take the merchant to court and wanted a detailed description for the reason they denied my dispute for refund. I was told that the letter they provided to me through their online portal was all they could provide. I asked them repeatedly what else they needed aside from the evidence provided that the vendor refused to communicate with me at any time regarding my request for a refund of the disputed amount. The Capital One representative repeatedly refused to provide me with a detailed explanation for their decision or to tell me what else they needed to substantiate my claim. 

Capital One Dispute Department Quicksilver XXXX XXXXXXXX | Case XXXX Re : Formal Dispute of Charge {$3400.00} XXXX XXXX XXXXXXXX XXXX Dear Dispute Resolution Specialist, Under the Fair Credit Billing Act and 12 C.F.R. 1026.13, I am requesting a full written explanation of the basis for your decision to deny my dispute regarding the charge from XXXX XXXX XXXXXXXX XXXX, on XX/XX/year>. Please include the evidence you relied on and how you evaluated the documentation I submitted. 
I am writing to formally dispute a charge on my Capital One credit card ending in XXXX, posted on XX/XX/year> in the amount of {$3400.00}, paid to XXXX XXXX XXXX. This dispute

is submitted pursuant to the Fair Credit Billing Act ( 15 U.S.C. 1666 ) and Regulation Z ( 12 C.F.R. 1026.13 ).

Nature of Dispute The charge in question pertains to an alleged early termination fee related to a residential lease agreement with XXXX XXXX XXXX XXXX XXXX XXXX. While I initially agreed to this payment in good faith, I later discovered that the apartment complex was in material breach of our lease agreement, including consistent and excessive overcharging of utility fees in direct violation of our contract terms, legal precedent, and local regulations. 
Upon discovery of this breach, I requested a refund from the apartment complex in writing on XX/XX/year>. The complex has failed to substantively respond to my request for over two months, violating their duty to communicate with me transparently, address the dispute, and resolve the billing error ( s ). 
My Legal Position The vendor 's breach of contract voids my obligation to pay the early termination fee.

I made the original payment under misrepresentation and coercion, believing I had no choice but to pay the fee.

Vendor disagreement does not eliminate your legal obligation to investigate and resolve this in good faith. 
Please remove the charge of {$3400.00} from my account immediately. I have attached documentation supporting my position ( below ) to the vendor requesting resolution in good faith and was ignored by them for more than two months. I am including : A copy of the lease agreement Utility billing statements showing overcharges ( and write-offs that substantiate my position against XXXX XXXX XXXX ; evidence that my dispute was valid, and negated payment of the early termination fee. ) My written refund request to the apartment complex Evidence of their failure to respond in a timely or substantive manner Please include the evidence you relied on and how you evaluated the documentation I submitted. Please also provide the additional information you need me to provide to further substantiate my claim. 

Capital One Dispute Resolution took the merchant 's denial of a refund without taking account of the fact that the merchant refused to even discuss my concerns or request for a refund of the early termination fee. It should be noted that they wrote-off the excess utility billing, which validated my claims of overcharging. I have been treated unfairly by both the Vendor ( XXXX XXXX  ) and Capital One Dispute Resolution, and I am seeking assistance to obtain a refund of the early termination fee ( disputed amount - {$3400.00} ).

Company response to consumer: Closed with explanation