Credit card -- Problem with a purchase shown on your statement -- Complaint #18030258
Complaint Overview
Complaint ID: 18030258
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: Michigan
ZIP Code: 48602
Date Received: 2025-12-14T12:00:00-05:00
Date Sent to Company: 2025-12-14T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
In XX/XX/XXXX, I used my Capital One credit card to purchase a multi-year prepaid home warranty from XXXX XXXX XXXX for {$2700.00}. In XX/XX/XXXX, XXXX XXXX XXXX filed for XXXX XXXX bankruptcy and permanently ceased operations. As a result, XXXX terminated performance under my warranty contract and could no longer provide the prepaid services I purchased. This constituted a material breach and total failure of performance, through no fault of my own. I initially disputed the charge with Capital One as a chargeback for services not provided. Capital One denied the dispute, citing internal time limitations based solely on the original transaction date. After receiving the denial, I spoke by phone with a Capital One manager named XXXX and specifically requested that my dispute be reconsidered under Regulation Z ( 12 CFR 1026.13 ) as a billing error based on services not rendered due to merchant bankruptcy and contract termination. Despite this explicit request and explanation, I was told that nothing could be done due to Capital Ones internal time limits, without regard to federal law governing billing errors and failure of service. Capital One has therefore refused to properly investigate my dispute under Regulation Z, relying exclusively on internal policies rather than the requirements of the Truth in Lending Act. On XX/XX/XXXX, my home heating system failed. I attempted to contact XXXX XXXX XXXX to initiate a covered claim but was unable to reach them due to their bankruptcy and shutdown. As a result, I was forced to pay {$190.00} out of pocket to Roots Heating & Cooling to restore heat to my homean expense directly caused by XXXX failure to perform under the warranty contract. Key facts Purchase date : XX/XX/XXXX Amount charged : {$2700.00} Merchant bankruptcy and cessation of service : XX/XX/XXXX Nature of dispute : Total failure of service due to merchant bankruptcy Out-of-pocket repair caused by failure to perform : {$190.00} What Ive done to try to resolve the issue I disputed the charge with Capital One as a chargeback for services not provided. After the dispute was denied twice, I spoke with a Capital One manager ( XXXX ) and explicitly requested reconsideration under Regulation Z. I explained that the dispute is based on the merchants subsequent bankruptcy and failure to perform, not dissatisfaction with the original purchase. I provided documentation supporting XXXX XXXX XXXX bankruptcy and my five-year home warranty contract. Despite these efforts, Capital One has refused to apply Regulation Z and continues to deny relief based solely on internal time limits. Because Capital One has refused to comply with federal consumer protection law even after being placed on notice, I am requesting CFPB assistance.
Frequently Asked Questions
What is Complaint #18030258 about?
Complaint #18030258 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 2025-12-14T12:00:00-05:00.
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.