Consumer complaint received 2025-08-08 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: KS

Complaint narrative:
To Whom It May Concern, I am writing to formally dispute a charge on my credit card account for a transmission purchased from XXXX XXXX Shortly after receiving the part, my mechanic confirmed that the transmission was defective and would not function as intended. My fianc XXXX XXXX XXXX and I attempted to resolve the issue directly with the merchant, including submitting an email and making both a phone call ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). The mechanic, who specializes in transmissions, also contacted XXXX XXXX  on my behalf and the merchant again stated the transmission should work, and would not help. They have a written statement that is signed attached to this supporting my claim. Despite these efforts, the merchant was unwilling to assist or acknowledge the issue. 
Due to the high cost of removing and reinstalling a new transmission, my mechanic was forced to use any salvageable components from the defective unit and fabricate a working solution to build a new transmission. This made returning the transmission impractical, as it was already partially used to construct a functional replacement. In addition, attempting to remove it to ship it back would have incurred significant additional, unnecessary labor costs that I could not afford. I attempted to verbally resolve this with the merchant XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) after they emailed back about my concern ( XXXX XXXX XXXX XXXX  ) and said to call XXXX telephone number to discuss. I tried to resolve this issue verbally with the merchant during this call, and even asked the merchant to help with pickup and return of this heavy and large item, and they were not willing to provide a resolution to this request. They continued to state the product worked, and would not accept a return. 

Given that the product was defective, and never should have had to be taken apart and used for parts to get it to work in my car, the merchant was uncooperative and refused to help, the return was not feasible without significant additional financial loss on my part, and the merchant was unwilling to provide return instructions, I am requesting a chargeback for the full amount. I have attached supporting documentation for your review of my efforts to resolve this with the merchant directly and the receipt of purchase and what it was advertised as. 

Please rectify this, as the merchant has continued to attempt to say to two mechanics, to me, and to Capital One in their response that this part worked fine and they were helpful, when that is clearly false. Capital One has not been helpful, stating they needed " proof of attempted return ''. How can I show proof of attempted return when the item was large and heavy and needed a rental trailer to move, but the merchant refused to give return instructions because they said the item worked, when it did not?

To my case to Capital One I did upload a letter signed from the mechanic, call log screenshot, and an email to the merchant stating the item was defective and I wanted a return, in which they told me to call- and I did.

Company response to consumer: Closed with explanation