Consumer complaint received 2025-02-12 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: NC

Complaint narrative:
I took extensions to a hair stylist at XXXX XXXX XXXX in XXXX, NC on XX/XX/XXXX that I had previously to her to inquire about them being re-installed. When I asked the stylist if she would be able to re-install the extensions, I also stated that I would be happy to purchase new extensions if she felt there were any issues with the current extensions. She stated that she could install them with no issue, and we scheduled the appointment. She asked me to leave them with her so that she could prepare them for the appointment. When I left the extensions with her, they were in XXXX rows. 
Upon arriving at the salon for the appointment on XX/XX/XXXX to have the extensions installed, she had separated the extensions into XXXX rows but had not consulted me on separating them into XXXX rows before doing so. As she was preparing the string to install the extensions, she stated that the string that she was using to install the extensions was a new type of string that was thinner than what she typically uses and that she had only used it a few times and she was not sure if she liked it yet. 
I reached out to the stylist the day after she installed the extensions because I noticed a significant amount of hair that came out when I washed my hair ( which had never happened with extensions before and I have worn this type of extensions on and off for several years ) and to tell her that they were installed too close to the hairline as I could not pull my hair back without them being noticeable and that they were hurting pretty bad. She agreed to schedule a time to change the placement. Within a few days, the right side of the bottom row came loose from the scalp and even more of the extension hair was falling out. When this happened, I immediately took photos and messaged the stylist about the issue. When I did, she stated that she had never had anything like this happen before and that it maybe was the extensions unraveling but couldnt think of anything else. The next day, the top row also came loose in the same manner with even more extension hair falling out. I had chosen to go to the stylist instead of my original stylist to have the extensions re-installed due to her salon being closer to my house, but at this point with the damage to the extensions, I chose to return to the original stylist so that she could try fix the issues with the extensions. 
When I went to the previous stylist who had originally installed the extensions, she confirmed that the wefts had been cut and that is why there was so much hair falling out. Due to the nature of the damage that was done to the extensions, the extensions were not able to be repaired, resulting in a monetary loss for me. The original cost to me of purchasing the extension hair was {$840.00} ( purchasing the hair is completely separate from having extensions installed ). Due to this, I reached out to XXXX to notify her of the damage and ask to be refunded. When I reached out to the stylist about the damage and being refunded and claimed that the extensions were not properly aligned and were uneven. She claims that she showed this to me, however, the only discussion that was had regarding the extensions being uneven was regarding the length, not with the alignment ( which is where the extensions would be attached to the scalp ). In her message, she did attest to cutting inch of a piece due to them being uneven. When I talked to the previous stylist, she stated that with these type of extensions, cutting the wefts ( the top portion where it was allegedly uneven ) will result in damage that can not be fixe, rendering that portion of the extensions unusable. As this type of extensions are ones that stylist claims to have XXXX years of experience with, she should have known not to cut the weft, since it would result in permanent damage to the extensions. 
The messages that she sent via XXXX when I asked to be refunded directly contradict many of the statements that she made previously, and she did not address many of the concerns that I brought up nor did she even attempt to make the situation right by agreeing to any type of refund or offering any other solution. She was very condescending in her messages regarding the issue and refused to take any responsibility for the damage that she caused. 

I submitted a dispute with Capital One on XX/XX/XXXX and faxed the requested information to provide evidence regarding the dispute. The above message is what I sent to Capital One along with screenshots of messages and photos of the damaged hair. On XX/XX/XXXX, Capital One notified me that the merchant provided info that support the transaction and that the credit applied was being reversed. I then re-submitted all of the evidence via an online link that Capital One provided when I called. I was notified on XX/XX/XXXX that Capital One would not be assisting me with my claim. I received the following message : " At that time we began an investigation into your dispute and requested information from you. While we have received your response to this request, it lacks all of the previously requested information needed to validate your dispute. Unfortunately, based on the information we have, we are unable to assist with your claim ''. This is inaccurate as I faxed over the information on XX/XX/XXXX and also uploaded the information via an online link. I even sent over the fax received confirmation that I had received on XX/XX/XXXX. Based on the significant evidence provided to Capital One, it can be determined that the merchant is at fault and caused damage to the hair extensions. It seems that none of the evidence was reviewed and the merchants statements were taken at face value.

Company response to consumer: Closed with explanation