Consumer complaint received 2016-11-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card
Issue: Transaction issue

Complaint:
Capital One is accepting fraudulent charges invented by a Merchant ( horse trainer ) and they are insisting that I pay them without any proof that I agree to the charges or that the charges are legitimate ( which they are not ). Capital One has based this decision on a fake email " bill '' submitted to them by the Merchant in spite of clear proof that I have furnished to them that the charges are not legitimate. 

I paid a Merchant ( horse trainer ) {$1500.00} for services ( Full Training ) of my horse. The " Full Training '' includes the pick and and drop off of my horse, training the horse, grooming, one feeding of grain per day, housing and feeding the horse ( board ). These services are typically included in " full training ''. The services were billed at one month for {$1500.00} and two additional days at {$96.00}. 

The horse trainer refused to provide the services ( they said they did not want to train my horse anymore ) after six days and returned the horse to me the following day. This was after I asked them why my horse was acting like he was extremely frightened and had regressed in his training while being in their care. Instead of telling me what had happened to my horse, the horse trainer told me in a voice mail, which I still have, that they did not want to train my horse. They also said in that same voice mail message, that they would " drop off '' my horse the following day and they said that " we are going to give you your money back ''. 

The Merchant ( horse trainer ) never issued me the credit back they had promised me for any of the {$1500.00} that I had paid for the month and two days even though he had only had my horse for six days. When I disputed the charge on my credit card, the horse trainer told me they would mail me a refund and I should just pay the credit card amount in full. Needless to say, I never received any refund in the mail from them. The horse trainer then made up false charges in an email which they forwarded to Capital One in an attempt to defraud me of my money and avoid giving me the credit back they owed me. The Merchant sent this fraudulent email " bill '' to Capital One as their " proof '' with nothing else to substantial that these were legitimate charges ( which they were not ) or that I had agreed to the charges ( which I had not ). This disreputable Merchant invented charges which totaled {$710.00} when they only had my horse for six days and claim they only trained him for four days! Clearly, this does not add up when two days are billed at {$96.00}, then six days would be {$280.00}. I have a receipt from the merchant, on their letterhead, showing that the services were include in the {$1500.00} which conflicts with the Merchants fraudulent email bill which he is trying to double bill me for these services. I also have a voice mail indicating that they canceled the services and said they would return my money. I am really surprised that Capital One has refused to consider the very clear evidence, including the receipt on the business letterhead and the voice mail from the horse trainer Furthermore, they have NOTHING to show that I agreed to the extra charges because the charges are fiction. It really concerns me that a dishonest Merchant can invent charges and then write an email which would be considered acceptable proof for Capital One. I have provided proof to Capital One showing that I should be issued a full refund and that the Merchant 's charges are fraudulent and yet Capital One refuses to consider anything I have provided to them and tells me I have to pay the charges. I have no intention of paying fraudulent charges to a dishonest horse trainer who has invented the charges in an effort to keep my money and I feel like it is extortion that I have to pay the fraudulent charges or have my excellent credit rating destroyed.

Company response to consumer: Closed with explanation