Consumer complaint received 2018-09-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
I filed a formal " dispute '' with Capital One re my experience at XXXX XXXX XXXX in XXXX Oregon on XX/XX/2018, and the various correspondence and phone conversations extended thru early XXXX. 

This complaint began with a problem I had with an auto repair shop on XX/XX/2018 in XXXX Oregon as I was traveling on a summer trip. They overcharged me {$210.00} on my Capital One credit card ( {$630.00} total after being originally quoted a price of {$420.00}, which is the average price for such a repair ), and so I filed a " dispute '' with Capital One, along with 20 pages of documentation and narration describing and showing HOW the price I was charged was WAY OVER the NORMAL COST for such a repair. Capital One asked me to submit this documentation. Then Capital One asked the auto repair shop ( XXXX XXXX ) to submit their own documentation. XXXX XXXX responded by simply submitting the signed receipt. 

On XX/XX/XXXX, Capital One asked me in writing via postal mail for further documentation to " use against '' XXXX XXXX & I responded with a copy of the invoice in which they quoted {$420.00}. 

On XX/XX/XXXX, Capital One then simply responded in writing by postal mail by saying the case was closed and that they supported the merchant, not me. They said they tried to contact me via phone ( but they called the old phone number, rather than the new one which I had just updated with them only a few weeks prior ). Thus, because I was traveling again, I did NOT realize they had closed the case until I called back a few weeks or so after XX/XX/XXXX. 

In early XXXX, I finally spoke with somebody a little " higher-up '' at Capital One at this point in time, and she knew nothing about my case, but " reviewed '' it ( the entire 20 pages ) as we spoke on the phone, and spoke as if the only reason they handle disputes is because mastercard requires it. She sounded as if she did NOT care much at all, if at all. She CLEARLY did NOT carefully read my 20-page supporting document, and dismissed the conversation by saying " Well, the receipt was signed ... '' as if that's ALL that matters. 

I told her that they changed the price at the end of the day and pressured me into signing it ( they have ways of " sabotaging '' your vehicle if you don't pay the higher price ... I saw them signalling to each other, so I knew I had to pay now, dispute later ). The FINAL PRICE speaks for itself ( res ipsa loquitur )! I was far from home, my car broke down. It was the day before the XXXX of XXXX. They knew I needed to keep traveling. They unethically and unscrupulously " twisted my arm '' to pay an outlandish price just to get my vehicle back and be back on the road again. Capital One showed no signs of caring or even that they carefully reviewed my documentation. Shame on them. 

After this final phone call with the unnamed " higher-up '' female at Capital One who dismissed me perfunctorily, I began to search for ways to further address this issue ( now also a Capital One issue ), and came across the CFBP website. I ask CFBP to investigate this matter, accordingly. 
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Company response to consumer: Closed with explanation