Consumer complaint received 2024-09-17 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: FL

Complaint narrative:
On XX/XX/XXXX, XXXX XXXX # XXXX, received the XXXX XXXX XXXX XXXX for automotive diagnosis and potential repair. Work Order # XXXX was emailed and it was determined that the repair would be authorized. 

The work was completed and on XX/XX/XXXX, a charge of {$2100.00} was authorized and posted to Capital One account ending # XXXX. My son, XXXX XXXX XXXX XXXX XXXX XXXX, submitted the payment, as he is an authorized user. 

The daily commute he travels requires him to complete both highway and local roads, as it is greater than XXXX miles daily. The mechanical concern is more easily identified when vehicle speed is increased with highway travel expectation. 

On XX/XX/XXXX, his travel on the highway identified the automotive repair was not accurate or successful and the vehicle was returned to XXXX XXXX # XXXX on XX/XX/XXXX. The additional site service analysis on this date charged {$64.00} and this was added to the same Capital One account. 

My son did not attempt highway travel until XX/XX/XXXX, and he found the second analysis and repair did not accurately identify and restore the vehicle to safe conditions. The vehicle was left with the XXXX work location and an alternate borrowed vehicle was obtained. 

Case dispute # XXXX, {$2100.00} and Case dispute # XXXX, {$64.00} were initiated with Capital One. Provisional credits were issued on XX/XX/XXXX. 

Nothing further was communicated until XX/XX/XXXX, when the provisional credits were charged back to the Capital One account ending in XXXX. 

It was communicated that further supporting documentation was needed to render a determination. A personal statement was uploaded on XX/XX/XXXX. At this time the vehicle was also inspected by an additional automotive mechanic that had serviced the vehicle in the past and had a positive mechanical history with my son. This estimate was also uploaded to the secure link provided by Capital One, along with an additional personal statement, indicating Headquarters of XXXX had been notified of the complaint. This upload met the XX/XX/XXXX response deadline and was submitted on XXXX XXXX XXXX. 

On XX/XX/XXXX, Capital One notified me the " Dispute was resolved in your favor. The case has been closed. You'll keep the credit of {$64.00} we posted to your account. '' Case # XXXX. A similar resolution was made on XX/XX/XXXX when I was notified the " Dispute was resolved in your favor, the case has been closed. You'll keep the credit of {$2100.00} that we posted to your account. '' On XX/XX/XXXX, I telephoned Capital One and requested that I receive a credit for the interest charges that were imposed on my account when the provisional credit was again charged back to my account. Purchase finance adjustment of {$71.00} was placed on my Capital One account history. 

On XX/XX/XXXX, I again received notification the {$2100.00} was added back to my charge account. I immediately telephoned customer service and my call was escalated to XXXX  VA Fraud Supervisor XXXX, Employee ID # XXXX. He reviewed my concern, requested the supporting documentation to again be uploaded to his attention, and a second reversal of the Chargeback of {$2100.00} was provided. XXXX further emphasized that, if I have a concern with this case dispute in the future, I should reach out directly to him. 

On XX/XX/XXXX, Capital One submitted a purchase adjustment and notified me the case was closed. My credit account balance was again impacted by this bad XXXX repair. 

I immediately reached out to customer service and on XX/XX/XXXX Supervisor XXXX, ID # XXXXFraud Risk Mgr- XXXX VA telephoned me . 

This time, he refused to reverse the chargeback and stated the credit was " provisional. '' I disagree, and request the CFPB investigate the integrity of Capital One 's ability to reverse their determination that found in my favor.

Company response to consumer: Closed with monetary relief