Consumer complaint received 2021-10-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/2021, I signed an agreement with XXXX XXXX XXXX to remove a tree that was leaning towards the front of my home. This tree was assessed by an employee of XXXX XXXX XXXX, who provided the estimate on XX/XX/2021, for an agreed upon fee of {$4500.00}. I put {$900.00} down as a deposit on XX/XX/2021 on my Capital One Credit Card with the balance of {$3600.00} due upon satisfactory completion of work. On XX/XX/2021, several employees of XXXX XXXX XXXX came to my home to undertake the agreed upon scope of work, excluding the original employee who provided the estimate. XXXX XXXX XXXX cut down the wrong tree and damaged exterior lighting. I made the same known to XXXX XXXX XXXX via e-mail shortly thereafter. On XX/XX/2021, XXXX XXXX XXXX billed my credit card without my consent for {$3600.00}. On XX/XX/2021, I called Capital One and filed a dispute and received a credit of {$3600.00} on my account pending a final resolution on the matter. 

On XX/XX/2021 at XXXX XXXX, I received an e-mail from XXXX XXXX XXXX stating, We would like to resolve everything. We would like to come and cut down the tree that is marked in the contract. Please call the office. I believe that one would assume that XXXX XXXX XXXX has admitted fault with this e-mail. Clearly, if XXXX XXXX XXXX is offering to come to my home and cut down the tree that is marked in the contract, then surely, they didnt cut the right tree down in the first place. 

On XX/XX/2021, I replied to XXXX XXXX XXXX via e-mail, accepting their offer of removing the correct tree and to settle the matter. Shortly thereafter, I telephoned XXXX XXXX XXXX and they changed their mind. On XX/XX/2021, Capital One sends me a letter informing me that they have reversed the {$3600.00} credit, originally provided by on XX/XX/2021 and require the following documentation from me to continue my dispute : 1. A copy of the sales invoice/purchase agreement and information and/or evidence to support how the merchandise ordered differs from what was received. 
2. A copy of the service proposal/invoice between XXXX XXXX XXXX and myself dated XX/XX/2021. 
3. An estimate from a tree expert recommending removal of the correct tree 4. A statement that quantifies the merchants attempts at resolving the problem. 

All of the information requested was provided to Capital One on XX/XX/2021. On XX/XX/2021, I receive a letter from Capital One stating that they have received my response and " it lacks all of the previously requested information needed to validate your dispute and we consider your case closed. '' I called Capital One Dispute Center a few days later and the representative there even disagreed with Capital One 's decision. Clearly, Capital One arbitrarily ruled in favor of the merchant despite the overwhelming evidence presented.

Company response to consumer: Closed with monetary relief