Consumer complaint received 2023-06-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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:
To whom this may concern, I want to express my disappointment with the handling of my recent dispute involving an amount of {$410.00} on XX/XX/XXXX. I provided an extensive and well-documented six-page rebuttal on XX/XX/XXXX, including evidence such as photographs, receipts, and text messages. However, I am concerned that my case may not have received the thorough review it deserved. 

On XX/XX/XXXX, I scheduled an appointment at the salon to receive a hair service for a full head highlights and a blunt cut without any layers. However, during the appointment, I immediately noticed that the stylist was cutting my hair shorter than the agreed-upon length. I voiced my concerns, but the stylist defensively claimed that it was the length we had discussed, She then said it could be because of face-framing layers she added. I did not request any face framing layers. At the end of the visit the stylist curled my hair.It was not until I followed the stylist 's advice to wait 48 hours and wash my hair that I fully I discovered the addition of black permanent dye, which was not part of the intended service and the choppiness of the haircut that was initially disguised by the styling. I immediately reached out to the salon manager to talk about my experience and seek a resolution. I wanted to go through him because I saw how defensive she got when I brought up the cut at the salon. Unfortunately, I found his response unhelpful, as he did not provide any satisfactory solutions or address my concerns. He let me know he did not specialize in color only haircut. Given the circumstances, I felt it was unfair to pay for a service that not only left my hair darker and choppier but also deviated from the agreed-upon plan. I decided to contact my bank to dispute the charge, seeking a just resolution for the disappointing outcome and unsatisfactory service. I received an email with the stylist response to the dispute. However, the response from the merchant to the dispute did not address any of the specific issues I raised, such as the bad haircut and the addition of XXXX permanent dye. Despite the merchant 's inadequate response, Capital One unjustly favored their stance, claiming that the issue stemmed from my failure to directly contact the merchant. Nevertheless, it is essential to emphasize that I made genuine efforts to resolve the matter by reaching out to the salon manager and expressing my dissatisfaction through a XXXX review. Despite my sincere attempts to engage with the merchant, Capital One deemed them insufficient and proposed a three-way call as a solution, placing me in an uncomfortable position where I would have to plead for my rightful refund. This proposed approach not only appears ineffective but also undermines fundamental principles of fairness and customer protection that should be upheld in such cases. 

I kindly request the Consumer Financial Protection Bureau to thoroughly reassess my dispute. 

Thank you for your assistance.

Company response to consumer: Closed with explanation