Consumer complaint received 2020-07-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Claim Number : # XXXX for Checking account ending in XXXX On XXXX, I scheduled brake services with a company called XX/XX/XXXXfor a fee of {$150.00} using my checking account ending XXXX. It was discovered thatXX/XX/XXXXinstalled new front brake pads on top of the warped rotor. After the mechanic left, he sent me a duplicate quote for {$290.00} ( see attached ) as I already paid {$150.00} ( see attached ) for the same front brake service adding new front rotor repairs knowingly that the front rotors were already warped to enrich himself? Why the mechanic will install new front brake pads on top of a warped rotor wasting money {$150.00}? After I drove my car and experience loud noises and a burning smell, XXXX XXXX refuses to repair, diagnose, or honor their own warranty to repair my front brakes ( see attached ). XX/XX/XXXX also refuses to give me a refund for {$150.00} ( see attached ). 

Capital one card dispute service sent me several requests to send them an inspection report from another mechanic. I sent Capital one card services an inspection report from another car mechanic shop called XXXX XXXX ( see attached ). Also, XXXX and XXXX, Capital one card dispute service supervisors request that I send an inspection report, I would receive {$150.00} however Capital one return the funds back to XX/XX/XXXX XX/XX/XXXXbased on false evidence. Even though I complied with Capital one card services request and sent the inspection report and Capital one returns my funds of {$150.00} to XX/XX/XXXX. 

On XXXX, Claim Number : # XXXX I was sent an email from Capital one card dispute team that they reverse the decision of {$150.00} refund request to the merchant XX/XX/XXXX. I called and spoke with XXXX, Capital one card service supervisor ( reference no # XXXX ) and she read why Capital one card disputes favored XX/XX/XXXXc for the return of {$150.00} which I am disputing it. She read that I refused to get a diagnostic from XX/XX/XXXX which is a total fabrication. I sent Capital one and XX/XX/XXXX all evidence of email communication that I tried to schedule a repair, warranty, and diagnostic however, XX/XX/XXXXrefuse to respond ( see attached ). 

It is my belief that Capital one card services is unfair and bias because they refused to review all the facts in the case. In addition, I filed a complaint against Capital one regarding another transaction with the Consumer Finance Protection Bureau. 

As Capital one card dispute services would send me their decisions by email on the same day, however, they refused ; stating they will send it within 3 to 5 days ( see attached ). I sent Capital one card services proof on XXXX that I requested XXXX XXXX to come to my home to diagnose and repair my brakes on several attempts however XXXX XXXX  refused. I filed a stop payment with Capital one bank card services on XXXX XXXX, XXXX ( see attached ). 

CAPITAL ONE BANK The first claim XXXX - On XXXX XXXXXXXX XXXX  XX/XX/XXXX the merchant on XXXX who refuse to give me a refund for {$150.00}. XX/XX/XXXX refuses to repair, diagnose, or honor their warranty to repair my front brakes after XX/XX/XXXX install brake pads on a warped rotor ( see attached XX/XX/XXXX inspection report ). 
A copy of XX/XX/XXXX inspection report indicates a warped front rotor ( see attached ) by the mechanic XXXX. I sent a request on XXXX XXXX XXXX XXXX XXXX XXXX   and XX/XX/XXXX XX/XX/XXXX refuse to respond. Then I called XX/XX/XXXX XXXX customer service who hung up the phone on me and I also sent emails ( see attached ). 

XX/XX/XXXX XXXX was uncooperative to honor their warranty or refund {$150.00}. 
XX/XX/XXXX wanted to charge me for a diagnostic which is against the warranty policy {$89.00} ( see attached ). After I spoke to them about the charge, XXXX XXXX refuses to send a mechanic to my home to inspect, diagnose, or repair my brakes ( see attached ). In addition, refuse to communicate or schedule me a date therefore I should keep a refund of {$150.00}. 

INSPECTION REQUEST FROM CAPITAL ONE BANK I received the corresponding request from Capital one card services regarding to claim number XXXX on card ending XXXX on XX/XX/XXXX Capital one Card Services requested - The reason you are due a credit - A statement detailing how the service was not as described - The true nature of your dispute Then on XXXX XXXXXXXX XXXX Capital one Card Services requested - A letter specifically addressing the merchant 's claims and your reasons for continuing with the dispute - A letter ( on company letterhead ) from a third party who specializes in the same services stating the service you received was incomplete or did not fix the problem ( see attached ) XXXX XXXXXXXX XXXX Capital one Card Services requested - A letter ( on company letterhead ) from a third party who specializes in the same services stating the service you received was incomplete or did not fix the problem ( see attached inspection ) XXXX, a Capital one card supervisor granted extra time for the inspection report. My car was in the shop on XXXX/XXXXXXXX   to repair the back brakes, I could not drive my car. Capital one card services decided on XXXX favoring XX/XX/XXXXXXXX, the merchant for the dispute {$150.00}. I called and spoke to another card service supervisor name XXXX, who poorly spoke about her co-worker and punished me for listening to XXXX. As I am the customer who does not know the Capital one policy, I find it disturbing that I would be blamed for XXXX decisions or actions. She told me that I had to refile and turn in an inspection report. I turn in the inspection report on XX/XX/XXXX, at Capital one card services request. 

On XXXXXXXX, I filed a dispute against XX/XX/XXXX XXXX. I sent Capital one card dispute evidence on XXXX XXXXXXXX XXXX  that I requested XXXX XXXX to come repair, inspect, and filed warranty claim ( see attached ) to repair my brakes which XXXX XXXX refused. XXXX XXXX  also refused to answer my emails and phone calls on XXXX XXXX, XX/XX/2020 to inspect and repair my brakes ( see attached ) as I continue to beg XXXX XXXX to repair the front brake installation. In addition, XXXX XXXX wanted to charge me {$89.00} which was not included in the warranty, the warranty states no charge for repairs. 

XXXX XXXX COMMUNICATING WITH XX/XX/XXXX is stating one thing to Capital one bank and stating another with XX/XX/XXXX being dishonest. 

On XX/XX/XXXX Website Case # XXXX on XX/XX/XXXX   XX/XX/XXXX made a statement that my claim was on file and to contact them to make an appointment for diagnostic. I called and sent an email to XX/XX/XXXX XXXX who refused to come out or respond ( see attached ) to the emails dated XXXX/XXXXXXXX XXXX, and XXXX. 
On XXXX XX/XX/XXXXwebsite CASE # : XXXX XX/XX/XXXXadmitted to them that they had to restrict their policies. XX/XX/XXXX states that they are abiding by the consumer 's financial bank claim for a refund of {$150.00} ( see attached ). Therefore,XX/XX/XXXX has forbidden the diagnostic request due to my filing a claim with my bank on XX/XX/XXXX 

On XX/XX/XXXX XX/XX/XXXX statement on XX/XX/XXXXwebsite ( see attached ) : We appreciate the consumer 's continued correspondence and patience. Upon review of the consumer 's account, the consumer has filed a dispute with their financial institution. When a dispute is filed, our policy is to deflect to the decision of the financial institution, given that they review the evidence provided by the consumer and our dispute resolution team. Moreover, when a dispute is opened on behalf of a consumer, we are unable to make adjustments or refunds while the dispute is reviewed ; the ultimate decision will be made by the consumer 's financial institution on whether the assessed charges are valid. We will continue to work with the consumer 's bank ( See attached ) XX/XX/XXXX refuse diagnostic, warranty, and/ or a refund on XXXX/XXXX/XXXX on the XX/XX/XXXX website. 
On XX/XX/XXXX case # XXXX website on XXXX/XXXXXXXX   XX/XX/XXXX made such statement : that they have a policy to a consumer, on multiple occasions, and we respectfully reiterate that, upon review of the consumer 's account, the consumer has filed a dispute with their financial institution. When a dispute is filed, our policy is to deflect to the decision of the financial institution, given that they review the evidence provided by the consumer and our dispute resolution team. Moreover, when a dispute is opened on behalf of a consumer, we are unable to make adjustments or refunds while the dispute is reviewed ; the ultimate decision will be made by the consumer 's financial institution on whether the assessed charges are valid. The appropriate colleague ( s ) will continue to work with the consumer 's bank. It is important to note that this is a policy that is applicable to all consumers and is not personal. In fact, we have no ability to override the lock on consumer funds once a dispute is opened. ( See attached ) XXXX XXXX  refuses diagnostic, warranty, and/ or a refund also on the XX/XX/XXXX on the XX/XX/XXXX website. 

I sent several warranty claims to XXXX XXXXXXXX XXXX XXXX XXXX XXXX and XX/XX/ XXXX, and XX/XX/XXXXXXXX refused to answer my emails. It states on their website to make warranty claims you can send an email to XXXX ( see attached ). 

Again, on XXXX/XXXXXXXX, I was sent an email from Capital one card dispute team about the reverse decision of a {$150.00} refund request from the merchantXX/XX/XXXX XXXX. I called and spoke with XXXX, Capital one card service supervisor (  reference no # XXXX ) and she read why Capital one card disputes favoredXX/XX/XXXXXXXX for the return of {$150.00} which I am disputing it. She read that I failed to get a diagnostic from XX/XX/XXXX which is a total fabrication. 
I turn in an inspection report on XX/XX/XXXX ( see attached ) to Capital one card services at their several extreme requests. However, on XX/XX/XXXX they favored XX/XX/XXXX, the merchant. I was told because I refused diagnostic testing from XX/XX/XXXX which is not true. I sent Capital one card services that XX/XX/XXXX XX/XX/XXXX refused to schedule or communicate for diagnostic or grant me a refund ( see attached ). 
I filed a dispute with my bank Capital one on XXXXXXXX and I sent Capital one card services the XXXX XXXX inspection report as they requested, I sent them XX/XX/XXXX communications to demonstrate that XX/XX/XXXX is dishonest and restricted their own policy refusing me diagnostic, refunds and honoring the warranty. 
XX/XX/XXXXdecided to lie to Capital one bank andXX/XX/XXXXwith different stories to change their policies and admitted it. However, while I am asking for a diagnostic and warranty withXX/XX/XXXX, XX/XX/XXXXXX/XX/XXXX is telling XX/XX/XXXX that they can not adjust or refunds because I file a claim with my bank, Capital one bank. XXXX XXXX is being dishonest. 
Capital one dispute rules are inconsistent depending on how they feel : Then Capital one card services supervisors XXXX, card services granted me time for a car inspection report and then the other card service supervisor XXXX was angry with the other supervisor 's decision and closed the case. Her decision was unfair to me as a customer was unprofessional. Then the Capital one escalation department never return a call to me. On XXXX, I spoke to XXXX, the card service supervisor who read the decision refuse to allow me to speak to someone about decision and how I can dispute it. 
I had another dispute pending # XXXX XXXX {$27.00}, I was given a provisional credit. However, it was resolved within 7 days and Capital one card services gave me my money back even though I inform them I receive the lost items. I find Capital one card services bias, unfair and discriminatory. Then there was another dispute Claim # XXXX for {$130.00} for another lost item. They gave me a provisional credit. I called Capital one card services and reported that the item was finally delivered, and they return the money back {$130.00}. 
Capital one credit services rules are inconsistent. I find that they are biased with their rules depending on the customer. XXXX it was 4 months long and Capital one bank supervisors lied to me regarding the inspection report the refund {$150.00} will be returned to me. I reported to them that XX/XX/XXXXXXXX failed the diagnostic, return, or repair the brakes and provided evidence and proof. 
Capital One Bank rules should be disclosed not to be withheld from customers. I got the inspection report as they requested and then Capital one bank however Capital one returned the money back to XX/XX/XXXX even though the merchant lied that I did not want diagnostic and disclosed the lie in public to XX/XX/XXXX XX/XX/XXXX website. I proved that XX/XX/XXXX did fabricate about the diagnostic because of my evidence and what XXXX XXXX   told XX/XX/XXXX 
I had proven that XXXX XXXX neglected me as a customer, and I should keep the XXXX refunds as XX/XX/XXXXXX/XX/XXXX inspection report disclosed that the front brakes indicate a warped rotor. ( see attached ) XXXX XXXX ' inspection report indicates why my car was making all the noise due to the warped front rotor. ( see attached ) XX/XX/XXXXsentXX/XX/XXXX that they change their rules as I was requesting them to service my car and because I filed a dispute with my bank, Capital One, XX/XX/XXXX states, When a dispute is filed, our policy is to deflect to the decision of the financial institution, given that they review the evidence provided from the consumer and our dispute resolution team. Moreover, when a dispute is opened on behalf of a consumer, we are unable to make adjustments or refunds while the dispute is reviewed ; the ultimate decision will be made by the consumer 's financial institution on whether the assessed charges are valid. 


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Company response to consumer: Closed with explanation