Consumer complaint received 2025-03-21 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:
To Whom It May Concern, Subject : Regulation Z Violation Dispute with Capitol One I am filing a formal complaint against Capitol One regarding the mishandling of a credit card dispute. 
Below are the details of the incident : On XX/XX/year>, I contacted Capitol One to report an issue related to a purchase made on XX/XX/year>, with XXXX XXXX XXXX XXXX. I had taken my car to XXXX for repairs due to a check engine light and trouble starting my vehicle. After paying for the service and picking up the car on the same day, the check engine light reappeared and the starting issue resumed. As XXXX was closed at the time, I returned to the shop on XX/XX/year> to inform them that the issue had not been resolved. The representative, XXXX, advised me that I would have to pay for additional services, despite the fact that the problem I had originally paid to fix had not been addressed. When I requested a refund or for the work to be redone, my request was declined. 
I then took my car to a different shop, XXXXXXXX XXXX XXXX and XXXX XXXX on XX/XX/year>, where I was informed that XXXX had not completed the necessary work correctly, and that the repairs would need to be fully redone. After authorizing the repairs at XXXXXXXX XXXX the issue was resolved, and my car was functioning properly. 
On XX/XX/year>, I initiated a Regulation Z dispute with Capitol One, citing reason code 4853 : " Not as described, defective service. '' I explained that XXXX had assured me the service would resolve the issue, but it did not, causing me to incur additional costs with another repair shop. I provided Capitol One with all the relevant information, but they did not request supporting documentation at that time, which I found unusual. 
On XX/XX/year>, Capitol One sent me an updated letter stating that my claim had been denied, citing that the goods were as described and in good condition. They instructed me to provide supporting documentation by XX/XX/year>, in order to proceed. I complied and submitted all the requested documents on XX/XX/year>, including the sales invoice, a detailed letter outlining my attempt to resolve the issue with XXXX, and the invoice from the new shop showing that the work had to be redone. Despite submitting these documents, Capitol One denied my claim again within XXXX XXXX 
On XX/XX/year>, I called Capitol One and spoke with a manager, XXXX, who informed me that I needed to provide a letter from the second repair shop on their letterhead, explaining why the work from XXXX was not completed properly. I informed XXXX that this information was already noted on the invoice, but I would obtain the requested letter. XXXX confirmed that this letter was the only additional documentation needed to continue the case. 
On XX/XX/year>, I obtained the requested letter from XXXXXXXX XXXX XXXX and XXXX XXXX and resubmitted all my evidence to Capitol One. However, Capitol One once again denied my claim within an hour. 

On XX/XX/year>, I called Capitol Once again, only to be told that I needed to provide a credit voucher from XXXX. Since XXXX refused to provide a credit or resolve the issue, I was unable to obtain such a voucher. I explained this to Capitol One and referenced my prior conversation with Manager XXXX, who had assured me that the letter from the second shop would suffice. Despite providing all required documentation, including the requested letter, Capitol One continued to deny my claim. 
Furthermore, when I spoke with Managers XXXX ( ID XXXX ) and XXXX ( ID XXXX ), they refused to submit my case for pre-arbitration with XXXX, despite my having provided sufficient evidence, as outlined in the XXXX chargeback guide ( Section 3.24.6 ). Their refusal, combined with their rude behavior and disconnection of calls, has caused significant delays and frustration in resolving this matter. 
Given the clear violation of Regulation Z and the failure to properly handle my dispute, I request that Capitol One credit my account permanently for this disputed charge. If this issue is not resolved promptly, I will pursue further legal action. 
I have included all my documents along with this case along with the XXXX dispute guide showing explaining my evidence is enough. 
Thank you for your attention to this matter. I look forward to your assistance in resolving this issue. 

Sincerely, XXXX XXXX XX/XX/year> XXXX

Company response to consumer: Closed with monetary relief