Credit card -- Problem with a purchase shown on your statement -- Complaint #18002194
Complaint Overview
Complaint ID: 18002194
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: California
ZIP Code: 92683
Date Received: 2025-11-29T12:00:00-05:00
Date Sent to Company: 2025-11-29T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
In XX/XX/year>, I purchased tickets for the XXXX XXXX XXXX Package, costing {$420.00}, for the event held on XX/XX/year>. The XXXX XXXX specifically included : XXXX sky lanterns, a lantern ceremony, XXXX musical performances, a portable cushion, unlimited water refills, and a scheduled entry time. At the event, the majority of these goods/services were not provided, including : - No lanterns were distributed - The lantern ceremony did not occur - Only XXXX of XXXX performances took place - No portable cushions were provided ; attendees sat on the ground - Complimentary water, advertised as included, was refused and required to pay for - The scheduled entry time was delayed by hours with no direct notice to ticket holders This is a case of non-receipt of goods/services, not a weather-related complaint. I disputed the charge with Capital One multiple times. The merchant responded only with : - Proof of purchase - A no refund policy - Generic terms and conditions - A check-in record showing I entered the venue The merchant has never provided any proof that the goods/services included in the XXXX XXXX were fulfilled. A check-in scan only confirms entry ; it does not prove that the promised goods/services were delivered. A no-refund policy does not apply when a merchant fails to deliver fundamental components of the purchase. Despite the evidence I provided, Capital One denied my dispute XXXX times. The dispute appears to have been misclassified as a refund denial rather than a case of non-receipt of goods/services. I am requesting CFPB assistance in having Capital One reopen and correctly classify this dispute and require the merchant to provide proof of fulfillment of the goods/services included in the XXXX XXXX XXXX The merchant can not provide such proof because these items/services were not delivered. The event was promoted heavily as a lantern ceremony, which is the primary reason many customers purchase tickets. This core service was not provided, along with several other promised components of the XXXX XXXX.
Frequently Asked Questions
What is Complaint #18002194 about?
Complaint #18002194 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 2025-11-29T12:00:00-05:00.
How did Capital One Financial Corporation respond to this complaint?
The company responded with: "Closed with explanation". 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.