Consumer complaint received 2025-12-04 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: GA

Complaint narrative:
I am writing to formally dispute a charge on my Capital One credit card for auto repair services that were not performed properly and caused further damage to my vehicle. The disputed transaction details are as follows : Merchant : XXXX XXXX Merchant Address : XXXX XXXX XXXX XXXX, XXXX, GA XXXX Transaction Date : XX/XX/XXXX Transaction Amount : {$2400.00} Cardholder Name : XXXX XXXX Last Four Digits of Capital One Card : XXXX Summary of Events : On XX/XX/XXXX, my XXXX XXXX XXXX  was towed to XXXX XXXX for repair of a coolant leak. I specifically requested detailed documentation and photos of all repairs for my records, but the dealership failed to comply with them. I was informed that several coolant components and the water pump required replacement. Although I offered XXXX parts that I had already purchased, XXXX XXXX refused to use them and required use of their own XXXX parts. 
On XX/XX/XXXX, I was informed that my vehicle was fully repaired and ready for pickup. When I arrived, no service representative was available to review the work performed. I disputed the unexpectedly high repair total of {$2400.00} but was told I had to pay in full to retrieve my vehicle. I paid the amount using my Capital One credit card. 
On XX/XX/XXXX less than XXXX week later my check engine light illuminated, and the vehicle began overheating. I immediately returned to XXXX XXXX on XX/XX/XXXX, and met with Service XXXX XXXX XXXX. Despite a stated XXXX repair warranty, XXXX XXXX refused XXXX provide service, claiming the new issues were unrelated and that the dealership prefers not to work on vehicles over XXXX XXXX XXXX. 
As the vehicle became undrivable on XX/XX/XXXX, I had it towed to XXXX XXXX on XX/XX/XXXX. Their inspection determined and documented that XXXX XXXX had incorrectly rerouted the coolant reservoir during the XXXX repairs, directly causing the overheating, check engine warnings, and melting of previously serviced components. I attached a copy of XXXX XXXX diagnostic report, which conclusively links the failure to XXXXXXXX XXXX improper workmanship and submitted it to Capital One. 
Reason for Complaint : The services rendered by XXXX XXXX were defective and not performed as agreed, resulting in additional mechanical damage and expenses. I made a good-faith effort to resolve this issue directly with the dealership within XXXX week of the transaction, but the agency refused to assist or honor their XXXX repair warranty. 
In accordance with the Fair Credit Billing Act ( FCBA ) and Visa Reason Code 13.3 Services Not Rendered as Described / Defective Workmanship, I requested a chargeback for the full amount of {$2400.00}. I provided supporting documentation, which was the diagnostic report and findings from XXXX XXXX citing a faulty repair from the previous agency. I also provided photos. 
As soon as I was made aware of the faulty work performed by XXXX XXXX and the subsequent damage caused. I then immediately contacted Capital One and explained the situation and provided supporting documentation for their poor workmanship resulting in further damages to my vehicle. A representative informed me that I was well within my right to file a dispute for the charge, however my claim was denied citing an internal XXXX limit for all credit disputes on XX/XX/XXXX. I immediately appealed the decision on XX/XX/XXXX when I received the notice in the mail. Capital One denied my claim again on XX/XX/XXXX citing an internal XXXX limit for all credit disputes. 
I filed a complaint with the office of to the Office of the Comptroller of the Currency ( OCC ) on XX/XX/XXXX because my credit card dispute with Capital One was unfairly denied on XX/XX/XXXX, despite the extenuating circumstances surrounding the discovery of the issue. The initial transaction for vehicle repairs occurred in XXXX ; however, the significant issues with the provided goods and servicesspecifically, faulty repairs and poor workmanshipwere not discovered until a new mechanic inspected the vehicle months later. While federal law under the Fair Credit Billing Act ( FCBA ) generally requires consumers to notify their creditor of an error within 60 days of the statement date, it also makes provisions for " claims and defenses '' related to the quality of goods or services, which can extend the timeframe for assertion, in some cases up to a year. Furthermore, Capital One 's own policy, detailed in their online help center, states that customers can file a dispute by phone at any time, even after the XXXX digital filing window has passed, though the outcome is not guaranteed. The nature of my dispute, involving latent defects in service that could not have been reasonably detected sooner, warrants an investigation that considers the discovery date of the error, not just the transaction date. The OCC reported back that I request the CFPB investigate Capital One 's handling of my claim to ensure that the bank 's internal policies and federal regulations are applied fairly in situations where the full extent of merchant failure is not immediately apparent.

Company response to consumer: Closed with explanation