Consumer complaint received 2026-03-31 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: NV

Complaint narrative:
Discover XXXX XXXX : XXXX I dropped off my car at XXXX service on XX/XX/XXXX for an airbag light that comes on when the car is started. I was told it would be ready by XX/XX/XXXX and was provided an estimate. On XX/XX/XXXX, the estimate changed and they requested one more week. Then the estimate changed again and they requested another week. After 3 weeks, I sent a letter to XXXX on XX/XX/XXXX letting them know I would give them one more week, but I needed the car ready by XX/XX/XXXX, which would be almost one month since I dropped it off. On XX/XX/XXXX ( the deadline we set ), I was called by XXXX from XXXX, who stated my car was fixed, the airbag light was off, and the codes were cleared. I requested a video from XXXX showing the dashboard was clear of any warnings when the car was on before I picked it up, but I was told he would show me when I arrived. Upon arrival, the story changed to : payment must be collected first ( See attached ). I paid, and they handed me the keys. I started recording a video as I walked to my car, which was still in XXXX parking lot. Once the car was started, the airbag light and other warning messages came on ( video available as proof ). I went back inside and spoke to XXXX, who sent a technician out. The technician verified that the airbag problem was still present. XXXX XXXX said the owner would call me the next day to manage a refund. I waited two weeks and no one contacted me. I attempted to contact them multiple times and was ignored. I then filed a complaint with the Better Business Bureau ( See attached ). Despite notifying XXXX in writing that there was a complaint requiring their attention, my complaint was closed unanswered, and XXXX failed to provide any proof or explanation regarding my repair. On XX/XX/XXXX, I filed a dispute with Discover and provided receipt invoices and a copy of the BBB complaint. I also stated that I have video evidence recorded within minutes after payment and before leaving the lot, showing the airbag light still on and warning messages active, meaning the car was returned to me in the same condition after one month of waiting. I mentioned that since XXXX XXXX does not allow video attachments, the video is available upon request. On XX/XX/XXXX, XXXX days after I filed the dispute, I received a text message from XXXX first time they contacted me since I picked up the carthreatening to report me to the police and file a lawsuit against me for filing a dispute ( see attached ). There was no attempt to resolve the issue, only threats. I uploaded these text messages to the dispute portal for Discover to review. On XX/XX/XXXX, I received a message from Discover stating the case is closed and I am responsible for the charge ( See attached ). I called Discover multiple times before filing this complaint ; there was no effort to provide meaningful assistance. I explained multiple times that I have a video showing the car was delivered to me unrepaired after one month of waiting and paying for a rental. Even though representatives acknowledged that the video is strong evidence, I was told it can not be accepted because Discover does not allow video attachments. I spoke with a supervisor and offered to send the video via USB or email if they could provide a way to receive it. My offer was declined, and I was told there is nothing they can do. Discover rep stated over the phone that the merchant claimed a warranty was offered. I explained that a warranty applies when a repair has been successfully completed and the issue arises laternot when the repair was never completed. The car was returned to me in the same condition after 30 days, and the shop claimed it was fixed but refused to provide proof or allow me to verify before payment. I was again told Discover could not take further action. I also explained that the merchant contacted me with threats after I filed the dispute, with no mention of warranty or any good faith effort to resolve the issue. I informed Discover that these messages were uploaded to the dispute portal, but the response did not changethe case remained closed. I tried my best to resolve this issue with Discover privately. Being told that a video clearly showing the car was not repaired is strong evidence, yet can not be accepted, shows that Discover did not conduct a fair investigation and chose to close the case despite the evidence available. I hope the resolution team takes this matter seriously and conducts a fair review. I have been a Discover customer for nearly 8 years with no issues. I am simply requesting a fair decision based on facts and evidences. This issue involves the vehicles airbag system, which is a critical safety component.

Company response to consumer: Closed with explanation