Consumer complaint received 2020-06-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Credit card or prepaid 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

Complaint:
Claim # XXXX for account ending in XXXX I am filing a complaint against Capital one card dispute services for discriminatory policies and practices : dishonest transactions. Capital one card services decision made a dispute decision against me, a customer favoring a company called Your Mechanic for {$150.00}. Capital, one decided to favor Your mechanic for {$150.00} on XX/XX/2020 as my car is in the shop at XXXX XXXX since XX/XX/2020. 

Capital one card services know there is a debit card processing in the bank below that my car is being fixed since XX/XX/2020 : Debit Card Purchase - XXXX XXXX # XXXX Purchase {$590.00} Transaction Type : Debit card purchase Purchased : Thu, XX/XX/2020, XXXX XXXX This transaction is pending, which means it hasnt cleared yet and the final amount may change. Pending transactions generally post within 72 hours, at which point you can dispute it if it does not seem right to you. 
Appears on the statement as Debit Card Purchase - XXXX XXXX # XXXX Summary Your mechanic brake installation The company Your mechanic failed to honor their own warranty for brake pad installation on XX/XX/2020 and wanted to charge me for inspection which is not legal to honor their warranty. I provided Capital one with all the documents to the warranty as requested to the dispute request. I put in the dispute request to Capital one card services approximately three months ago. Your mechanic decides to respond to Capital one dispute on XX/XX/2020. 
I called Capital one card services XX/XX/2020 XXXX, Supervisor he said he would give me time to get my car inspected which I put my car in the shop on XX/XX/2020 by the debit card purchases. Capital one card services decided on the transaction on XX/XX/2020 with is bias and unfair while my car is not completed while XXXX, the supervisor will give me time. Capital one card services are discriminating and treating me as a dishonest customer because of my skin color and disability. I am getting my car inspected at Capital one request and they refuse to honor their own request that they made me do. 
I am filing a complaint against Capital one card dispute resolution department for racial and disability discrimination favoring Your mechanic as they are a white own company. In addition, their practices and policies which is not equal to every customer and not honoring their own request as I have my car in the shop at Capital one card dispute request on XX/XX/2020. I sent Capital one card services investigations department several emails and talk with XXXX, a Capital one card services supervisor that I would get my car inspected at their request he said I have time. Then I requested Capital one escalation services to call me and I am waiting to receive a return phone call them. The Capital one card disputes send emails I asked for their names and they refused to respond with their names which I find disturbing. 
Today, XXXX # XXXX, another card service supervisor informs me that XXXX, Capital one card services supervisor inform me that XXXX did not tell me the correct policy. However, she failed to tell me the correct policy or send me the correct policy so I can review it as a customer. I told her I put in the dispute three months ago and Capital one disputes gave Your mechanic all this time to respond XX/XX/2020 and now you wouldnt give your customer any time to get their car inspected? XXXX informs me that I could refile later. I responded how do I know you are telling me the truth? You said XXXX was not being honest. Then you said XXXX did not leave any notes? Now how do I know you are not making it up like your name? 

XXXX, Capital one card services supervisor told me that I can refile later against Your mechanic XXXX but when I use the email it was sent back to me. She told me I must provide the inspection report too. But how do I suppose to believe as she told me that XXXX, card services supervisor was dishonest and XXXX, card services supervisor was dishonest too? Their rules are inconsistent, and they give different rules to different customers which is bias. 

For example, two weeks I ordered some shoes and the sender sent them to the wrong place. I put in a dispute with Capital one card services. Claim # XXXX for account ending in XXXX. Well, the shoes were finally found, and I called Capital one card services and told them I have the shoes. They still honored the claim, so I have the shoes for free. I did not have to go through harassment like the dispute with the company, Your Mechanic, a white car owner, Capital one card services favor. 
Capital one card services have demonstrated inconsistent policies for different customers, supervisors dont have any loyalty with each other demonstrates unprofessionalism, policies are biases, and supervisors are dishonest. I am still waiting for the Capital one escalation team to return a phone call back to me.

Company response to consumer: Closed with explanation