Consumer complaint received 2026-02-08 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:
To Whom It May Concern, I disputed a credit card charge of {$150.00} with Capital One Bank, charge listed as XXXX XXXX XXXX. made on XX/XX/year> on my Capital One XXXX XXXX Unbeknownst to me, my card was charged by a fraudulent merchant. 

On XX/XX/year>, I attempted to place an order for a product through what appeared to be the official website of the company I have previously purchased from. During the checkout process, I was unknowingly redirected to a fraudulent website impersonating the original company. 

The item I received is counterfeit and not an authentic product from the original manufacturer. I have confirmed this directly with the legitimate company. Additionally, my last valid order from the real company was in XXXXXXXX XXXX  and I have not authorized any purchases since that time. I was traveling and did not get a chance to open the received product right away but when I did I noticed the obvious differences in packaging, container/printing, product taste and XXXX. It definitely did not compare to my last purchase from XXXX XXXX in any shape or form. This prompted me to call the XXXX XXXX on XX/XX/year> and voice my concerns. The representative informed me that the last order I had placed was on XX/XX/year>. At that point, on XX/XX/year> I attempted to contact the fraudulent merchant via the email confirmation I received but instead received a broken link warning me not to proceed as attackers XXXX be trying to steal my information. I was now worried my personal information may have been compromised and reached out to Capital One. 

Again, I did not consent to purchasing from XXXX XXXXXXXX XXXX, nor did I authorize payment to this merchant. The product received does not match the authentic product in packaging, quality, or origin and is clearly a fake. As a valued card member I was seeking XXXX XXXX  support as I have fallen a victim of a scam. Knowing my rights as a consumer and their Zero Fraud Liability promise I requested : - A full reversal of this charge - Classification of this transaction as fraudulent / counterfeit goods - Blocking of any future charges from this merchant I provided all requested information needed to assist in my caseincluding screenshots, order confirmations, packaging photos, and correspondence from the original company I place all of my orders with, confirming the product is counterfeit. 

After a month and a half dispute process, multiple hours on the phone with this creditor and reopening the case twice, they said they can not help as they do not prosecute and investigate fraudulent sellers. I am a victim of fraud and my card was stolen and charged by a fraudulent merchant I did not consent to do business with. Its unfortunate Capital One has failed to back up a loyal customer. Im reporting this in hopes of saving another customer falling victim to criminal activity and can not believe Capital One Venture is not standing up to their XXXX liability fraud promise. 

I appreciate your help in this matter.

Company response to consumer: Closed with explanation