Consumer complaint received 2025-12-01 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:
Company : Capital One Product : Credit Card Issue : Billing dispute failure to conduct reasonable investigation Case Number : XXXX Transaction in dispute : XXXX XXXX damage charge ( XX/XX/year> ) Amount : {$870.00} Merchant : XXXX XXXX What happened : I disputed a damage charge from XXXX that was billed XXXX my Capital One credit card for damage that existed before I rented the vehicle. 
On XX/XX/year> ( the day of pickup ), I documented : A pre-existing windshield chip A damaged quarter panel already marked with XXXX symbols by XXXX employees When I picked up the car, I immediately notified XXXX and requested a formal inspection. XXXX refused, saying no staff were available. 
I took a timestamped same-day photo showing the pre-existing damage. 
Later, during a three-way call between me, Capital One ( representative XXXX Cha ) XXXX and XXXX ( XXXX XXXX ) XXXX XXXX XXXX representative stated that : A same-day photo would constitute proof of pre-existing damage. 
The Capital One representative acknowledged and documented this statement. 
I provided exactly that evidence. 
Capital One initially ruled in my favor on XX/XX/year>, confirming that my documentation was sufficient. 
After this, Capital One repeatedly asked for duplicate information and ultimately reversed the dispute unfairly, despite receiving all required evidence. 
Why this violates the Fair Credit Billing Act ( FCBA ) : Capital One failed to conduct a reasonable investigation as required under federal law. 
Specifically : XXXX. Capital One reviewed evidence for the wrong vehicle. 
I rented a XXXX XXXX, but XXXX supplied materials involving a XXXX vehicle, and Capital One relied on those documents. 
Evaluating the wrong vehicle makes the investigation factually incorrect and not reasonable under FCBA standards. 
XXXX. Capital One ignored same-day damage documentation. 
The timestamped photo taken on the day of pickup clearly shows pre-existing windshield damage. 
XXXX. Capital One disregarded the three-way call they participated in. 
XXXX explicitly stated that a same-day photo constituted proof. Capital One acknowledged this but later ignored it. 
XXXX. XXXX provided no evidence. 
XXXX submitted : No pre-rental photos No pickup inspection report No proof that the car was undamaged at pickup Despite this, Capital One accepted XXXX position without requiring substantiation. 
XXXX. Capital One improperly reversed a dispute they had already resolved in my favor. 
They provided no new evidence or rationale to justify overturning the original, correct decision. 
XXXX. Capital One repeatedly moved the goalposts. 
Each time I supplied the evidence requested, they asked for new or irrelevant information rather than reviewing what was already provided. 
These actions cumulatively constitute multiple violations of FCBA dispute-handling requirements. 
What I want Capital One to do : Permanently reverse the disputed charge Correct any associated account reporting Confirm in writing that the dispute is resolved and will not be re-applied Why I am filing this complaint : I have exhausted all reasonable attempts to resolve this directly with Capital One. 
They reviewed the wrong vehicle, ignored the strongest evidence, disregarded their own representatives statements, and reversed a dispute they had already decided correctly. 
I request CFPB assistance to ensure compliance with the Fair Credit Billing Act.

Company response to consumer: Closed with explanation