Credit card -- Problem with a purchase shown on your statement -- Complaint #13927848
Complaint Overview
Complaint ID: 13927848
Company: Capital One Financial Corporation
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: North Carolina
ZIP Code: 27030
Date Received: 2025-06-05T12:00:00-05:00
Date Sent to Company: 2025-06-05T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Between May 2930, 2025, I made multiple purchases from XXXX using my Capital One credit card for digital sweepstakes credits, advertised as redeemable for cash or prizes. In each disputed transaction, the credits were never delivered to my account, or were revoked, locked, or made unusable, so I could not redeem or withdraw any value. I filed disputes with Capital One, providing all possible documentationscreenshots, payment records, and evidence of non-receipt. Capital One denied these claims, stating I did not provide requested documentation, but they never explained what else was required, nor did they provide any proof from the merchant showing the goods or value were delivered or accessible. According to the Fair Credit Billing Act ( 15 U.S. Code 1666 ), the burden of proof is on the merchant/creditor to establish that the goods or services were actually delivered and acceptednot simply charged. Digital goods must be usable and accessible ; locked, revoked, or missing credits do not constitute legal delivery. Capital One failed to investigate properly or to provide documentation that these credits were ever delivered or could be redeemed as promised. I am requesting CFPB review and that Capital One be required to reopen these disputes, explain their denial decisions, and provide evidence of delivery or fulfillment as required by law. Key points : Digital goods were not delivered, usable, or redeemable. Capital One never provided proof of merchant fulfillment. The burden of proof under 15 U.S. Code 1666 is on the merchant/bank. I complied with all requests and provided all possible evidence ; no further documentation exists. Please investigate Capital Ones handling of my disputes for compliance and require them to provide a full executive response. Capital One issued multiple responses to my disputes, sometimes for the same transaction, but the outcomes and explanations were inconsistent. In some letters, they stated they were still investigating ; in others, they denied the dispute outright or closed the case with different reasons. This inconsistency makes it impossible for me to know the real status of my claim or how to resolve it. I believe this reflects a failure to properly investigate and communicate as required by law Ive uploaded a few examples but there are XXXX disputes in total handled incorrectly
Frequently Asked Questions
What is Complaint #13927848 about?
Complaint #13927848 was filed against Capital One Financial Corporation regarding Credit card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2025-06-05T12:00:00-05:00.
How did Capital One Financial Corporation respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Capital One Financial Corporation?
Yes, visit the Capital One Financial Corporation company profile at readthecomplaint.com/company/capital-one-financial-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.