Consumer complaint received 2026-01-27 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:
On XX/XX/XXXX, I received veterinary services from XXXX XXXX XXXX XXXX XXXX XXXX XXXX, location # XXXX. When attempting to pay with my Capital One debit card, a partial charge in the amount of {$110.00} appeared to process. The card terminal then prompted whether I wanted to continue the transaction. I selected No, as I intended to move additional funds into my account and did not want to delay the front desk. 
After moving funds, I noticed that the {$110.00} charge had posted to my Capital One account rather than remaining pending. However, XXXX confirmed at the time that they had not received this payment and that I still owed the full balance. I later paid XXXX directly for the services rendered in the amount of {$60.00}, which XXXX did receive and which is valid and undisputed. XXXX has confirmed verbally, in person, over the phone, and in writing via email that they never received a payment in the amount of {$110.00} from me on or around XX/XX/XXXX. 
I immediately disputed the {$110.00} transaction with Capital One. Capital One initially issued a temporary credit and stated they would investigate. After nearly two months, on XX/XX/XXXX, Capital One requested additional documentation, including proof of cancellation, expected credit date, and efforts to resolve the issue with the merchant. Because this transaction does not exist in XXXX records, no receipt exists. I submitted a screenshot of my Capital One transaction history showing the {$110.00} charge and explained in writing that the merchant never received the payment. 
Despite this, on XX/XX/XXXX, Capital One denied my dispute, stating that I failed to provide sufficient documentation. When I called for clarification, I was told that written confirmation from the merchant stating they never received the payment would be sufficient. I then contacted XXXX and obtained exactly that : a written email explicitly stating that they did not receive a payment for {$110.00}. I submitted this documentation along with : * The XXXX invoice for the valid {$60.00} payment * Screenshots of my Capital One transaction history showing the {$110.00} charge Capital One confirmed receipt of these documents and informed me that a rebuttal had been submitted. 
On XX/XX/XXXX, Capital One reversed the temporary credit and withdrew {$110.00} from my account, resulting in a negative balance and causing immediate financial hardship while bills were due. When I contacted Capital One, I was told that no temporary credit, courtesy credit, or adjustment could be issued under any circumstances, despite the merchants written confirmation that they never received the payment. I was also told there is no timeframe for processing the rebuttal, which could take an unspecified amount of time. 
My concern is that Capital One reversed funds despite having written confirmation from the merchant that the transaction never occurred and has provided no reasonable timeline for resolution, leaving me without access to funds and at risk of missing essential payments. I believe Capital One failed to conduct a reasonable investigation and improperly reversed provisional credit while a valid rebuttal with merchant confirmation was pending.

Company response to consumer: Closed with explanation