Credit card -- Problem with a purchase shown on your statement -- Complaint #18110880
Complaint Overview
Complaint ID: 18110880
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: 94610
Date Received: 2025-12-03T12:00:00-05:00
Date Sent to Company: 2025-12-03T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Summary of the Problem : Capital One refused to honor a dispute for merchandise that was never delivered, despite the merchant repeatedly confirming ongoing logistics delays for over XXXX months and never providing a shipment date, tracking updates, or proof of shipment. Capital One denied my dispute solely because more than XXXX days had passed, even though the merchants repeated assurances made it impossible to know the transaction was invalid within their timeframe. -- - Detailed Explanation ( Full Complaint ) : I am filing this complaint because Capital One has refused to assist me in a case where a merchant failed to deliver merchandise that I paid for, totaling {$130.00}, on XX/XX/year>. The merchant ( XXXX XXXX ) did not ship the item, did not provide a delivery estimate, and provided a non-functional tracking link that never showed any movement or confirmation of shipment. For XXXX months, I contacted the merchant multiple times, and they repeatedly told me they were experiencing logistics delays and that updates would be sent soon. They represented the order as still being processed as late as XX/XX/year>, meaning I had no reasonable way of knowing the item would never ship. Because the merchant continued to assure me the item would be delivered, and because they never once provided evidence of shipment or a delivery timeframe, I was prevented from filing a dispute within the XXXX window. I acted promptly once it became clear the item was never going to arrive. Despite this, Capital One denied my dispute solely based on the XXXX technical cutoff, without considering the merchants repeated misrepresentations, the lack of delivery, or the fact that the merchant never fulfilled the transaction. This places the burden of the merchants failureand deceptive communicationentirely on me, the customer who received nothing. Key Documentation I provided to Capital One ( but they still denied ) : Email from merchant ( XX/XX/XXXX ) saying logistics were still processing. Email from merchant ( XX/XX/XXXX ) giving a tracking link that never activated. Email from me ( XX/XX/XXXX ) asking for a refund after XXXX months of no shipment. Merchant email ( XX/XX/XXXX ) again claiming logistics delays and no delivery date. Screenshots showing tracking link never showed movement or shipment info. XXXX XXXX response ignored all documented facts and stated only that the timeframe to dispute has expired, despite Regulation Z XXXX, which requires reasonable investigation of claims that goods were never delivered. I am requesting CFPB assistance in having Capital One properly review the dispute and refund the {$130.00} for merchandise never delivered.
Frequently Asked Questions
What is Complaint #18110880 about?
Complaint #18110880 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 2025-12-03T12:00:00-05:00.
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.