Consumer complaint received 2026-04-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
Subject : Failure to Properly Investigate Billing Dispute Repeated Improper Closure Without Review To Whom It May Concern, I am filing a complaint regarding the handling of a billing dispute by Capital One in the amount of {$4200.00} for plumbing services charged on XXXX/2026 by XXXX XXXX XXXX. This dispute concerns defective plumbing services, not a canceled service or refund issue. The plumbing work was completed but failed within four ( 4 ) days due to improper installation. I submitted supporting documentation including : - A detailed timeline of events - Invoice and proof of payment - Statements from XXXX independent licensed contractors confirming improper installation and defective workmanship Despite this, Capital One has repeatedly failed to properly investigate the dispute and has denied it based on an inapplicable requirement for a merchant credit voucher, which applies only to canceled service disputes and not defective services. More concerning, the handling of my dispute shows a lack of meaningful review : - After submitting my initial dispute with supporting evidence, Capital One issued a denial within approximately XXXX ( XXXX ) minutes, citing lack of a refund voucher and stating I received services. - After I submitted additional documentation and formally requested reclassification as a defective services dispute, the case was again closed within approximately XXXX ( XXXX ) minutes, without addressing the evidence or classification request. These extremely rapid closures indicate that my submissions were not substantively reviewed and that the dispute was processed under an incorrect category without consideration of the evidence provided. Capital One has : - Misclassified my dispute as a cancellation/refund issue rather than defective services - Repeatedly denied the claim using an inapplicable merchant credit voucher requirement - Failed to conduct a reasonable or good-faith investigation of the evidence submitted - Closed my dispute twice within minutes of submission without addressing the documentation or requested reclassification Under the Fair Credit Billing Act, consumers have the right to dispute charges for services not provided as agreed, including defective or improperly performed work. Creditors are required to conduct a reasonable and good-faith investigation of disputes. I am requesting that Capital One be required to : 1. Properly reclassify this dispute as services not as described / defective services 2. Conduct a full and good-faith investigation of all submitted evidence 3. Provide the specific dispute reason codes used in both denials 4. Explain why a merchant credit voucher requirement was applied to a defective services dispute 5. Provide written justification for the rapid closure of both dispute reviews without substantive evaluation I respectfully request assistance in ensuring this dispute is handled in accordance with applicable federal consumer protection laws and card network dispute rules.

Company response to consumer: Closed with explanation