Consumer complaint received 2024-12-12 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: GA

Complaint narrative:
I am writing to file a formal complaint against Capital One regarding their mishandling of a dispute involving two transactions on my Capital One Savor Credit Card. These transactions are tied to two invoices from XXXX XXXX, a contractor associated with our new construction project. The charges were found to be incorrectly billed, and Capital Ones response to our dispute has been inadequate, resulting in financial harm to my family and lasting damage to our credit. 

Below is a detailed account of the events and issues that led to my dispute and the subsequent lack of proper investigation and resolution by Capital One : 1. Unethical Business Practices by XXXX XXXX During the course of working on our new construction project, we experienced several unethical business practices on the part of XXXX XXXX. Specifically : XXXX. ) Storage Fees : We were charged storage fees for items that were supposed to be held in XXXX XXXX office, and were assured by her that shipping would be done free of charge either to us or to our builder. Despite this agreement, she continued to charge us for storage, stating that a shipper and receiver were required for the items. After conducting our own investigation, we determined that this was not true, and these charges were unnecessary. 
XXXX. ) Inaccurate Orders : XXXX XXXX failed to properly inspect and order items. She ordered incorrect sizes and failed to fulfill basic contractual obligations. This included unfinished electrical work that remains unresolved even after 8 months of living in the home. 
XXXX. ) Failure to Attend Installations : XXXX failed to attend installations, providing various excuses, but continued to charge us for these services. Her lack of follow-through and involvement in the project significantly impacted the timely and efficient completion of our home. 
4. ) Shipping and Handling : XXXX arranged to ship items to our old home and to the new construction site without our consent. She also used a third-party shipper and receiver, charging us additional fees for the service, and then withheld access to the items, which prevented us from inspecting or disputing any potential issues with the goods, most of all she emailed our entire team that she will be storing things in her office, specifically never mentioning any other person or company for storage or shipping. 
XXXX. ) False Documentation and Misleading Billing : XXXX XXXX submitted invoices and documents that were not related to the charges in question, making it difficult to properly assess the legitimacy of the transactions. Some invoices were paid via a checking account, and it is clear that Capital One did not perform adequate due diligence in reviewing these financials. 

Now for Capital One 's Mishandling of Dispute and Documentation We disputed the two transactions related to XXXX XXXX, but Capital One has failed to properly investigate the matter and review the provided documents. Key issues include : XXXX. ) Inadequate Investigation : Capital One did not thoroughly review the documents submitted, including invoices, bank account statements, and communications with XXXX. Instead, they allowed misleading and false invoices to be presented as legitimate, without verifying the authenticity of the claims. 
XXXX. ) Failure to Address Discrepancies : Despite our multiple attempts to resolve the matter, Capital One has not escalated the issue to a proper department. They have failed to address the discrepancies in the billing, including charges for storage and services that were not rendered or agreed upon. 
3. ) Incorrect Credit Reporting : Capital One 's mishandling of the dispute has resulted in inaccurate reporting to the credit bureaus, negatively impacting our credit score. This has created lasting financial consequences for my family, which will affect us for years to come. 
XXXX. ) Inability to Access Documents : We were not given access to critical invoices, warranties, or records related to the charges until after we had sent a demand letter to XXXX XXXX, filed a police report, and reported the issue to the Better Business Bureau ( XXXX ), but Capital One did not attempt a single thing to resolve the entire matter.

Company response to consumer: Closed with monetary relief