Consumer complaint received 2025-10-13 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: NJ

Complaint narrative:
On XX/XX/year>, I encountered an issue with a car battery replacement service arranged through Capital Ones roadside assistance provider, XXXX of XXXX New Jersey XXXX The service resulted in damage to my vehicle, and despite multiple attempts to resolve the matter with both XXXX and Capital One, I have not received a refund or compensation for the damages from either company. 
That day, after returning from vacation, I discovered that my car battery had died. I contacted Capital One for roadside assistance, and they connected me with XXXX. XXXX successfully jump-started my car and offered to replace the battery, to which I agreed. 
Later that day, a XXXX technician arrived with a replacement battery. She claimed that the battery provided for my vehicle was the wrong size and insisted she would install the correct one. However, the battery she insisted on installing was clearly too large for my car. Despite my repeated requests for her to stop and reinstall the original battery, she said she was in too deep and continued working. 
During the installation, she damaged several components of my vehicle, including the water ( rain ) tray, and admitted to losing the bracket that secures the battery in place. She acknowledged the damage and offered to meet me at a local junkyard to replace the broken parts herself. Despite these issues, I paid for the battery replacement in full that day. 
On XX/XX/XXXX, I communicated further with the technician, XXXX, and later spoke with her manager, XXXX. He apologized for the incident and assured me that XXXX would refund the cost of the battery, retrieve their battery, cover the cost of the damages caused by their technician, and handle the matter internally. XXXX provided his email address so I could forward a repair estimate from my mechanic, which I did. I then contacted Capital One to open a dispute and provided a detailed account of the situation. Capital One issued a temporary credit at that time. 
I subsequently brought my vehicle to my regular mechanic to assess and repair the damages. On XX/XX/XXXX, while I was still abroad, I received notice from Capital One stating that XXXX claimed the goods were as described and received in good condition. This claim is false. The service was faulty, the product was installed poorly, and the installation caused over {$500.00} in damage to my car. I forwarded this notice to XXXX at XXXX, but the company has not responded since my last correspondence with them in XXXX. 
XXXX never processed a refund or retrieved their battery, despite promising to do so and despite my repeated attempts to contact them. 
Despite my multiple attempts to work with Capital One to resolve this dispute, they have refused to do so. They have maintained the charge from XXXX, claiming that I did not provide the requested information, even though I submitted all relevant documentation. 
The battery cost {$340.00}, and the damages to my vehicle amounted to {$520.00}, for a total of {$860.00}, which I am requesting be refunded and fully compensated to me. 
To support my case, I have attached screenshots of my call with XXXX ( Manager, XXXX  ), text messages with XXXX ( XXXX ) and XXXX, XXXX showing the improper battery installation and resulting damage, the receipt from XXXX, and the final invoice from my mechanic detailing the necessary repairs.

Company response to consumer: Closed with explanation