Consumer complaint received 2026-05-28 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: WA

Complaint narrative:
CFPB Formal Complaint : Merchant Retaliation Following Successful Billing Disputes This complaint is submitted against XXXX XXXX. XXXX, the publisher of XXXX XXXX XXXX XXXX XXXX ( also appearing on statements as XXXX XXXX XXXX XXXX XXXX ), concerning post-dispute retaliation, failure to deliver paid digital services, and coercive repayment demands made after lawful billing disputes were resolved in my favor. XXXX. Parties Consumer : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX WA XXXX, XXXX, XXXX Merchant : XXXX XXXX XXXX XXXXXXXX publisher of XXXX XXXX XXXX XXXX XXXX Credit Card Issuers Involved : Capital One, XXXX, XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX. Nature of the Complaint I made multiple purchases within XXXX XXXX XXXX XXXX XXXX using my Capital One, XXXX, and XXXX XXXX accounts. These purchases were for virtual currency and account-based digital services dependent upon continued access to my game account. Duplicate charges and billing irregularities were subsequently identified. I filed disputes through XXXX XXXX XXXX refund system and directly with my card issuers. Those disputes were investigated and resolved in my favor by the respective financial institutions. Following resolution of those disputes, the merchant imposed the following retaliatory actions : Created a large cumulative negative XXXX XXXX balance on my account corresponding to the refunded amounts Imposed account-wide restrictions including Pack Purchase restrictions, Speech restrictions, and XXXX & XXXX restrictions Displayed in-app notices demanding I restore your XXXX XXXX balance to XXXX or above by making additional purchases Retained all prior payments while simultaneously degrading access to the services those payments were made to receive XXXX. Specific Credit Card Transactions at Issue Purchases were made across the following accounts and are subject to this complaint : Capital One : XX/XX/XXXX {$490.00} Case XXXX XX/XX/XXXX {$290.00} Case XXXX XX/XX/XXXX {$490.00} Case XXXX XX/XX/XXXX {$190.00} Case XXXX XX/XX/XXXX {$490.00} Case XXXX XX/XX/XXXX {$290.00} Case XXXX XX/XX/XXXX {$290.00} Case XXXX XX/XX/XXXX - {$290.00} Case XXXX XX/XX/XXXX {$190.00} Case XXXX XX/XX/XXXX {$190.00} Case XXXX XX/XX/XXXX {$190.00} Case XXXX XXXX : XXXX Note : XXXX XXXX purchases are addressed separately through Apples developer dispute process. This complaint focuses on the Capital One and XXXX transactions. XXXX. Legal Basis for This Complaint The merchants conduct implicates the following consumer protection concerns : After disputes were resolved in my favor, the merchant materially impaired access to the account-based digital services I had previously paid for. Failure to deliver services paid for. Conditioning restoration of paid account functionality upon further payment after a chargeback has been resolved constitutes economic coercion and potentially unfair or deceptive acts or practices under 12 C.F.R. Part 1006 and the FTC Act Section 5. Coercive repayment demands. The merchant retained substantial prior payments while simultaneously restricting the integrated service environment those payments were made to access. Unjust enrichment. The post-dispute restriction system is automated and deliberate. It was formally reported to the Government of the XXXX XXXX XXXX in XX/XX/XXXX by XXXX consumers and acknowledged at the parliamentary level by Representative XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Retaliatory conduct. XXXX International Pattern of Conduct This is not an isolated incident. The merchants XXXX XXXX negative balance and account restriction system has been documented by consumers across multiple countries. Formal government complaints and civil lawsuits were filed in XXXX XXXX on XX/XX/XXXX, describing conduct identical to what I have experienced. The merchant has been on notice of these complaints since at least that date and has not remediated the system. XXXX. Relief Requested Full reversal of all charges made to my Capital One and XXXX accounts in connection with XXXX XXXX XXXX XXXX XXXXXXXX Investigation of XXXX XXXX. XXXX post-refund account restriction and repayment demand practices CFPB record of this complaint for purposes of any future enforcement action XXXX. Supporting Documentation I am prepared to provide the following upon request : Primary dispute evidence package including screenshots of account restrictions, XXXX XXXX negative balance, and in-app repayment demands Dispute resolution confirmations from XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX case number XXXX Supplemental statement documenting XXXX consumer actions and government involvement

Company response to consumer: Closed with explanation