Consumer complaint received 2025-07-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
In XX/XX/XXXX, I paid XXXX by XXXX over {$1500.00} for brake repairs on my XXXX XXXX XXXX XXXX XXXX I only authorized the work because the shop clearly claimed they use official XXXX XXXX XXXX XXXX That was the deciding factor for trusting them. 

Shortly after the service, the same vibration I originally came in for returned. I later took my car to a certified XXXX XXXX for a second opinion. They confirmed that : XXXX. Aftermarket parts were installed not genuine XXXX parts XXXX. I was overcharged significantly for those cheap parts, having paid XXXX-level prices 3. A broken lug bolt was found on the front wheel a dangerous issue that was not present before the original repair I disputed the charge with Capital One, but it was denied. The original questionnaire submitted in that dispute was not written by me it was completed by a Capital One representative who had a language barrier, and the form was filled with typos, awkward grammar, and incomplete logic. Some sentences didnt even make sense. That questionnaire appears to have been the only document Capital One used to make their decision.

Later, I created a corrected and clearly written version of the questionnaire with proper details, but Capital One never gave me the chance to submit it during the reopened investigation. They just stood by the original denial and closed the dispute again. 

As for XXXX by XXXX : I emailed the shop directly to ask whether aftermarket parts were used. The owner responded by phone and verbally claimed the parts were XXXX. But when I followed up and asked him to provide documentation to prove that, he simply stopped responding. I then sent him a video from XXXX clearly showing the manufacturer number printed on the brake pads he installed a number that does not match any official XXXX part number. It matches a known aftermarket brand, which proves I was deceived. Again, the merchant stopped replying once confronted with this evidence. 

This wasnt just a parts mix-up it was a full-blown bait-and-switch. He charged me premium pricing, installed substandard parts, and left me with a damaged lug bolt, which a XXXX tech confirmed was not freshly broken but clearly worn and stress-damaged from over-tightening. The shop denied causing this damage, but the timing and condition of the bolt prove otherwise. 

I also discovered multiple public reviews from other customers who experienced the exact same deception being charged for XXXX parts and receiving cheap aftermarket ones. The merchant has a documented pattern of ignoring concerns, shifting blame, and refusing to take accountability. In one case, the owner literally tried to excuse using aftermarket parts by saying the repair happened years ago, as if that negates the dishonesty.

Capital One had a legal responsibility under Regulation E to investigate this fairly. Instead, they used a flawed, poorly written questionnaire to make a decision then refused to consider my corrected responses or the hard evidence I submitted. That is not a reasonable investigation. That is negligence.

I am asking the CFPB to hold Capital One accountable for mishandling this dispute and allowing a deceptive merchant to get away with fraud. This is not just bad service its an intentional scheme to overcharge women and everyday consumers who trust theyre paying for quality. I was taken advantage of, and I have the proof to show it.

Company response to consumer: Closed with explanation