Consumer complaint received 2026-01-03 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: UT

Complaint narrative:
Subject : Unlawful reversal of dispute resolution and financial harm caused by Capital One, N.A.

Institution : Capital One, N.A. 
Card/Account : Quicksilver ( Capital One ) Dispute Case Number : XXXX Merchant : XXXX XXXX XXXX XXXX Transaction Date : XX/XX/year> Amount : {$380.00} I am filing this complaint against Capital One, N.A. for abusive, contradictory, and financially harmful conduct in handling a legitimate billing dispute. 

1 ) The core issue Capital One formally notified me in writing that my dispute had been resolved in my favor and that the credit would remain on my account, explicitly stating that no further action was required on my part. 
Based on that final written resolution, the amount was credited and my statement even reflected a negative balance confirming the case was closed. 

However, Capital One later reversed that final decision and reapplied the charge, without any clear or reasonable explanation. 
This behavior violates consumer trust, disrupts my financial planning, and exposes me to the risk of erroneous debt collection and credit reporting. 
Such conduct is a direct violation of the Fair Credit Billing Act ( FCBA ) and basic consumer protection principles. 

XXXX ) Documented contradictions and timeline XX/XX/year> : Capital One informed me that a temporary credit had been issued while they awaited the merchants response. 

XX/XX/year> : One letter from Capital One stated the merchant had provided delivery confirmation and that the amount would be re-billed. 

XX/XX/year> ( same date ) : Another letter from Capital One stated that my account was credited, that the case was closed, and that the credit would remain even if additional information arrived later. 

XX/XX/year> ( same date ) : The bank sent yet another letter asking me to ignore XXXX of the previous letters an admission of their internal confusion. 

XX/XX/year> : Despite confirming a final closure earlier, Capital One sent a new notice stating the amount would be re-applied as a charge, effectively reversing their own final decision and closing the case again in their favor. 

This sequence shows a systemic failure in communication, documentation, and internal control the bank can not issue multiple conflicting final decisions and alter the consumers balance repeatedly. 

XXXX ) Abusive conduct and real financial harm Capital Ones conduct is unacceptable and abusive for the following reasons : Contradictory documentation : The bank issued mutually inconsistent letters for the same dispute, then asked me to ignore one demonstrating lack of governance and operational discipline. 

Financial disruption : By crediting and then recharging the same amount, Capital One damaged my financial planning, created confusion in my billing cycle, and may have triggered interest and fee errors. 

Credit risk exposure : The letters themselves acknowledge that the case status was reported to credit bureaus. The ongoing reversals put my credit history and reputation at risk through inaccurate or misleading reporting. 

4 ) I fully cooperated and provided all required evidence I have submitted every document requested by Capital One including signed letters, statements, and supporting evidence proving that my dispute was legitimate. 
I also spent hours on the phone trying to get clear updates about the case due to the banks contradictory communications. 
In addition, I made multiple good-faith attempts to resolve the issue directly with the merchant ( XXXX ) before and during the dispute without success. 

Despite my full cooperation, Capital One failed to act with transparency or fairness. 

XXXX ) Prior XXXX  complaint I also filed a complaint with the XXXX XXXX XXXX  ( XXXX  # XXXX ). 
Capital One responded that the matter was resolved, yet shortly after that, the bank reversed its own resolution and re-billed the charge, contradicting what they represented to the XXXX. 
This behavior demonstrates bad faith and possible deception toward both the consumer and a recognized mediation agency. 

XXXX ) Requested resolution I respectfully request that the CFPB require Capital One to : Restore the full credit of {$380.00} and permanently reverse any re-billing ; Refund all fees and interest tied to this improper charge ; Provide a written confirmation that the dispute is fully and finally closed ; Ensure no negative information related to this transaction appears in any credit report, or that any such entry is corrected immediately ; Disclose the internal case file and justification for these contradictory actions ; Implement measures to prevent future reversals of final dispute resolutions.

Company response to consumer: Closed with explanation