Consumer complaint received 2020-08-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD

Complaint narrative:
Capital One Bank keeps sending a general letter, refuses to answer my concerns and provides proven documents of their policies and procedures regarding their dispute transactions. I believe if Capital one bank is going to be apart of a scam and steal consumers ' money for a scam without any justification, they should answer all my questions on how they can allow a Merchant XXXX XXXX who install new brakes on top of the warped rotor. 

Capital One states they have a right to police disputed accounts. Capital one responds by different word of mouth. Do I have a right to policies and procedures? Please provide me those policies. I requested these policies however Capital One refused to provide. 

Capital One states that the dispute department personnel is experienced did they have to go to training for mechanics for a car? Why there wasn't a third party with experience involved in the dispute. They should give me a proper analyzation why Your Mechanic installing a warped rotor would not destroy my brakes. 

Your mechanic refuse to honor my warranty as I provided proof. 

Capital One needs to explain to me what is the " error '' in terms of the inspection report. They should be able to explain that Your XXXX  repaired my car by installing brake pads on top of a warped rotor. 

Capital One Bank gave three different reasons why I can not get {$150.00} to return back to me. First, they said I refused diagnostic - I provided proof that I had contacted Your Mechanic for diagnostic and Your Mechanic refused. Secondly, Capital One bank states I can get the return of my funds if I get a mechanic inspection. I gave them another mechanic inspection which clarifies that the XXXX   XXXX installing new brake pads on top of a warped rotor that causes issues with my car. Thirdly, Capital one bank or XXXX  XXXX came out to see the damage to my car how can a fair and impartial determination could be conducted. 

Capital One dispute policies are inconsistent. I want Capital One Bank to explain why this dispute filed in the same month with XXXX. I been a customer with Capital one bank and have all my checks electronically deposit in my account. I had filed other disputes and never experience such corruption with XXXX XXXX. I had filed a dispute with a company name XXXX Re : XXXX # XXXX for account ending in XXXX. I filed the dispute XX/XX/XXXX because XXXX shipped the shoes however it was shipped to the wrong address and then it was lost.

The USPS found the shoes I immediately called Capital one bank to inform them to stop the claim and return the funds back to the sender of {$27.00}. On XX/XX/XXXX, I received an email from Capital one bank, and they gave me the funds {$27.00} without an explanation event though I had the shoes. Therefore, I got the shoes for free, Capital One scammed XXXX. 

The Capital One Bank policies and practices are inconsistent and hidden, Capital one bank dispute department refuse to disclose the dispute process, policies, and practices, how decisions are made, and the appeal process. 

The supervisors in the dispute department have different policies. XXXX, who granted me time to obtain an inspection report from another mechanic. XXXX, the dispute supervisor wanted to punish for listening to XXXX. She complains about her coworker on the phone with me which is unprofessional. Therefore, Capital one bank applies different rules and they need to be investigated how they handle customers during the dispute process. 

Capital one bank received a letter from XXXX  President I provided that XXXX   XXXX is going to return my funds XX/XX/XXXX after they receive it from Capital one bank XX/XX/XXXX before the dispute was closed. Capital One should answer this scam why they didn't consider this or they was apart of the scam because both Capital one and XXXX XXXX are both duly paid members of XXXX. 

XXXX provide duly paid members high ratings as both Capital one bank and XXXX   XXXX both have thousands of complaints by consumers. The complaints are unresolved through XXXX  and hidden. 

I believe as a consumer I deserve a better and efficient answer from Capital One Bank. I am on a fixed income and XXXX, if they are going to steal my funds they should provide policies and practices to me as a consumer as they refused constantly. Capital one dispute process is deceptive and Capital one bank needs to be held accountable to what actions they are taken.

Company response to consumer: Closed with explanation