Consumer complaint received 2026-03-04 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: TX

Complaint narrative:
Company : Capital One Product : Credit Card ending in XXXX Issue : Billing Dispute-Failure to conduct a reasonable investigation ; improper denial based on timing Summary of the Problem : I am filing this complaint regarding Capital Ones handling of a billing dispute involving unauthorized charges from a moving company. I paid the merchant a lump sum amount in full via XXXX for the agreed-upon services. The merchant required a second payment method on file, so I provided my Capital One credit card solely for that purposenot for payment. No additional balance was owed. Despite this, multiple charges appeared on my Capital One credit card. The merchant later confirmed to Capital One that I had paid in full via XXXX and refunded several duplicate charges. However, XXXX charges {$570.00} and $ XXXX not refunded. These charges were not authorized beyond the original lumpsum payment. Timeline and Dispute Handling Concerns : * I filed my dispute within 60 days of the statement date. * Capital One acknowledged the dispute and requested documentation. * I uploaded all the requested documents multiple times, including written explanations, XXXX proof of payment, and account statements. * Capital One informed me that I had until XX/XX/year>, to provide documentation, yet repeatedly denied my inquiries by XX/XX/year>, claiming the matter was now outside the allowable timeframe. Each time I submitted documents, the case was closed within minutes, without any substantive review or explanation. The case was repeatedly closed and reopened over several months, especially between XX/XX/XXXX and XX/XX/year>, without a proper review of the materials I submitted. On XX/XX/year>, a supervisor stated that the dispute would no longer be reviewed because it was outside the allowable timeframe, despite my timely compliance with all requests. Why This Appears to Violate the Fair Credit Billing Act : I complied with every deadline provided by Capital One. Any delay occurred due to Capital Ones internal handling of the case, not my actions. The pattern of closing the dispute within minutes of receiving documentation, followed by denial based on timing, raises serious concerns about whether Capital One conducted a reasonable and good-faith investigation as required under the Fair Credit Billing Act ( 15 U.S.C. 1666 ). The FCBA requires creditors to : Review the consumers evidence, conduct a reasonable investigation, and provide a written explanation of findings. Capital One repeatedly closed the dispute without addressing the evidence I submitted. If Capital One relied solely on merchant statements while disregarding consumersubmitted documentation, this would constitute an unreasonable investigation and a potential violation of federal law. Harm to the Consumer : * I was charged for services that were already paid in full via XXXX. The merchant acknowledged the XXXX payment and refunded some charges, confirming the error. * Capital Ones refusal to review the remaining charges leaves me responsible for unauthorized amounts. * The account was not past due, and I am actively trying to resolve the matter to protect my credit standing. * Capital Ones actions create a risk of improper negative credit reporting and financial harm.

Company response to consumer: Closed with explanation