Consumer complaint received 2026-01-02 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: WI

Complaint narrative:
I am filing this complaint regarding Capital One 's refusal to investigate merchant fraud in my dispute with XXXX XXXX XXXX for {$1600.00} charged on XX/XX/XXXX ( Case Number : XXXX ). This is a follow-up to my previous CFPB complaint ( ID : XXXX ). 

SUMMARY : XXXX. XXXX submitted FRAUDULENT DOCUMENTATION to Capital One 2. Capital One closed my case ONE DAY BEFORE my deadline to respond 3. I called Capital One on XX/XX/XXXX, explained the fraud in detail, and they REFUSED to investigate 4. The agent disconnected the call after telling me only a merchant-issued credit would help ======================================================================== SECTION 1 : MERCHANT FRAUD - FALSE DOCUMENTATION ======================================================================== XXXX XXXX XXXXXXXX submitted fraudulent documentation in their dispute response. Their own invoice directly contradicts the product specifications they submitted as " proof. '' MERCHANT 'S INVOICE ( Page XXXX of their response ) : - Part Number : XXXX - Product : XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX ( XXXX, Illinois ) DOCUMENTATION MERCHANT SUBMITTED AS " PROOF '' ( Pages XXXX ) : - Product : Service Pro XXXX / XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX, Colorado ) THESE ARE PRODUCTS FROM TWO COMPLETELY DIFFERENT COMPANIES.

The merchant claimed in writing that XXXX XXXX XXXX Power Steering fluid meets or exceeds specs for XXXX vehicles '' but their own invoice proves they used a completely different product ( XXXX from XXXX XXXX XXXX XXXX XXXX 

This is material misrepresentation the merchant submitted documentation for a product they did not use in order to win a financial dispute. 

Additionally, the merchant 's own submitted documentation is internally inconsistent. Page XXXX shows product images of XXXX & XXXX bottles. 

However, the specification sheets on pages XXXX and XXXX are for different products : 'Service Pro PREMIUM Power Steering Fluid ' ( XXXX XXXX ) and 'Service Pro PREMIUM FULL SYNTHETIC Power Steering Fluid ' ( XXXX XXXX ). 

These are three different products within the same document packet. None of them match the XXXX # XXXX shown on the actual invoice ( page XXXX ). The merchant submitted a packet of mismatched documentation, none of which corresponds to the product actually used. 

======================================================================== SECTION 2 : CAPITAL ONE CLOSED CASE BEFORE MY DEADLINE ======================================================================== On XX/XX/XXXX, Capital One sent me a letter ( document XXXX ) stating : " To continue your dispute case, you can send us additional information by XX/XX/XXXX. '' However, on XX/XX/XXXX XXXX DAY BEFORE MY DEADLINE Capital One sent another letter ( document XXXX ) stating : " At this time we began an investigation into your dispute and requested information from you. While we have received your response to this request, it lacks all of the previously requested information needed to validate your dispute. Unfortunately, based on the information we have, we are unable to assist with your claim ... At this time, we consider your case closed. '' Capital One closed my case on XX/XX/XXXX, denying me the opportunity to submit additional evidence by the XX/XX/XXXX deadline they had given me. 

======================================================================== SECTION XXXX : XX/XX/XXXX CALL - CAPITAL ONE REFUSED TO INVESTIGATE ======================================================================== On XX/XX/XXXX, I called Capital One 's dispute department at XXXX to report the merchant fraud and request my case be reopened. 

I spoke with Agent : XXXX ( Employee ID : XXXX ) I specifically explained : - The merchant 's invoice ( Page XXXX ) shows Part Number XXXX XXXX XXXX XXXX XXXX XXXX made by XXXX XXXX XXXX in XXXX - The XXXX sheets the merchant submitted ( Pages XXXX ) are for Service Pro XXXX a completely different product made by a different company in Colorado- XXXX merchant submitted false documentation to win the dispute - Capital One closed my case XXXX day before my deadline THE AGENT 'S RESPONSES : 1. First, the agent said they " don't have options to dispute because they provided service. '' 2. When I explained this was fraud, not a service quality issue, the agent said " fraud is only if they charge my card without my approval. '' 3. When I asked about merchant misrepresentation or false documentation, the agent said the " only thing that would make any difference to them and be actionable would be the merchant issuing a credit. '' 4. The agent then DISCONNECTED THE CALL and refused to help me further. 

Capital One refused to : - Reopen my case - Investigate the merchant 's fraudulent documentation - Provide any dispute option for merchant misrepresentation - Escalate my concerns to a supervisor or fraud department ======================================================================== SECTION 4 : UNDERLYING DISPUTE - NEGLIGENT REPAIR ======================================================================== Beyond the fraudulent documentation, the merchant performed a negligent repair : A. DOCUMENTED PRE-EXISTING DAMAGE NOT ADDRESSED : The shop 's invoice states : " PS was empty, customer filled up, was making noise '' and " Appears to be running down drivers side of motor. '' This indicates the power steering pump was damaged from running dry. Despite documenting this, they installed a new steering rack ( {$640.00} ) without replacing the damaged pump. 

B. WRONG FLUID USED : My XXXX XXXX XXXX XXXX owner 's manual ( page XXXX ) requires fluid meeting XXXX specification XXXX ( XXXX ) XXXX Neither the product actually used ( XXXX Mighty Universal ) nor the product they falsely claimed to use ( XXXX Service Pro ) lists XXXX compliance. 

XXXX XXXX ADMITTED PUMP WAS DAMAGED : In their response, XXXX XXXX XXXX wrote : " Any damage done to the power steering pump, to quote XXXX XXXX 's own dispute statement, 'from being run without fluid ' is damage done by the customer himself. '' This proves they knew the pump was damaged but charged me {$1600.00} for a repair that didn't address it. 

XXXX FREE FLUSH PROVES THEY KNEW SOMETHING WAS WRONG : The shop performed a free power steering flush on XX/XX/XXXX just 4 days after the repair proving they recognized a problem. 

E. VEHICLE STILL DAMAGED : My vehicle continues to have grinding noise and fluid contaminated with metal particles the same symptoms as before the " repair. '' ======================================================================== SECTION 5 : CAPITAL ONE 'S FAILURES ======================================================================== 1. Closed my case on XX/XX/XXXX, XXXX day before the XX/XX/XXXX deadline they gave me. 

2. Accepted the merchant 's documentation without verifying that the invoice matched the spec sheets.

3. Refused to investigate when I reported the documentation discrepancy.

4. Told me " fraud is only unauthorized charges '' ignoring merchant misrepresentation.

5. Told me the only solution is a merchant-issued credit which is impossible since the merchant already committed fraud to avoid issuing a credit.

6. Disconnected my call rather than escalating my concerns.

7. Has no apparent process for handling merchant fraud or misrepresentation during disputes. 

======================================================================== SECTION 6 : OTHER ACTIONS TAKEN ======================================================================== 1. Previous CFPB Complaint : I filed complaint ID XXXX, which has been closed. 

2. TILA Section 170 Demand Letter : I sent Capital One a formal demand letter via certified mail under Truth in Lending Act Section 170, asserting my right to withhold payment for defective services.

Company response to consumer: Closed with explanation