Consumer complaint received 2020-01-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
We began a dispute with Capital One on a {$2700.00} payment to a business, XXXX XXXX XXXX XXXX, XXXX, FL on XX/XX/XXXX. Case # XXXX. We cancelled the contract with XXXX XXXX XXXX XXXX after they caused damages to our home on XX/XX/XXXX, when removing and installing two bathroom vanities in our home. We obtained an estimate for the cracked new floor tiles and damage to our back door caused by a puncture of removing the old vanities & counter tops totaling {$500.00}. XXXX XXXX XXXX denied the door damages and stated that the cracked floor tile was as a result of the original tile company not laying the tile properly. They denied the chips in two other floor tiles. The payment of {$2700.00} was for the counter tops that were yet to be ordered or received. XXXX XXXX  XXXX stated there would be a restocking fee of {$350.00} for those counter tops ( no one had even been to our home to measure or cut the counter tops ). The contract we signed with XXXX XXXX XXXX contained no language for any restocking fee, either a percentage or the amount of {$350.00} they charged us. When I contacted Capital One about this issue of the {$350.00} restocking fee, the rep in their dispute department said that since there was no restocking fee stated in the contract, we should go ahead with our dispute, we had a good case. I submitted my documentation twice ( as Capital One said they had miscoded the first dispute, so they re-assigned it a new dispute number, XXXX, and stated I had to resubmit everything again, as my original information couldn't be transferred to the new case number. Every time I contacted Capital One '' s dispute department, I spoke to a new representative ; a XXXX, XXXX, XXXX, only to name a few. No one was ever familiar with our dispute and all assured me that they did not want a vendor like XXXX XXXX XXXX, as they misrepresented customers by taking a fee that wasn't written into the customer '' s contract. Yes, we had a solid case to not pay the {$350.00} restocking fee. Oh yes, we were a valued customer, since XXXX, Capital One was working for us, their cardholder. 
The last correspondence I received from Capital One was dated XX/XX/XXXX and basically sided with the vendor, XXXX XXXX XXXX XXXX. We had to pay the {$350.00} restocking fee, so Capital refunded us {$2000.00}, not the {$2700.00} we had originally disputed. My last call was to a XXXX, at XXXX, ext. XXXX, who stated that since we had cancelled the contract, we had to pay the {$350.00}. We cancelled the contract for future work, due to the damages totaling {$500.00}, as XXXX XX/XX/XXXXXXXX would not acknowledge or reimburse us for these damages. Why should we have to pay the {$350.00} restocking fee? XXXX could not or would not address this issue, which was why we began the dispute in the first place. We have never heard from Capital One again, either by telephone or in writing. We are not re-sending all of the documentation again in this complaint as Capital One has two separate sets of it already.

Company response to consumer: Closed with monetary relief