Consumer complaint received 2026-04-09 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: AZ

Complaint narrative:
CONSUMER FINANCIAL PROTECTION BUREAU FORMAL CONSUMER COMPLAINT XXXXt SECTION 1 : COMPLAINANT INFORMATION Name : XXXX Address : XXXX, XXXXXXXX XXXX XXXXXXXX Phone XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Email : XXXX Date of Complaint : XX/XX/XXXX SECTION 2 : COMPANIES INVOLVED IN THIS COMPLAINT Primary Company Financial Institution Company Name : Capital One Account Type : Credit Card Capital One Case Number : XXXX Issue : Wrongful denial of chargeback dispute for services not rendered as agreed Secondary Company Merchant Company Name XXXX XXXX Website : XXXX Contact : XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) XXXXXXXX XXXX License : # XXXX XXXX | XXXX License : # XXXX XXXX, XXXX Transaction Date : XX/XX/XXXX Transaction Amount : {$2400.00} Service : Solar inverter installation and system commissioning SECTION 3 : NATURE OF COMPLAINT This complaint involves XXXX related issues : 1. Capital One 's wrongful denial of a legitimate chargeback dispute for services not rendered as agreed, in apparent violation of the Fair Credit Billing Act ( FCBA ). 2. XXXX 's failure to complete a paid solar installation and commissioning service, followed by refusal to correct their work without demanding additional payment. SECTION 4 : DETAILED ACCOUNT OF EVENTS Pre-Installation System Status I own a residential solar system consisting of XXXX rooftop panels and XXXX battery storage units. In XX/XX/XXXX, XXXX conducted a system inspection and confirmed in writing that all XXXX panels were fully operational and both batteries were properly connected and charging. The Service Agreement XX/XX/XXXX A water-damaged inverter was identified. XXXX submitted a warranty claim to XXXX, which was approved. A replacement inverter was shipped to my home. XXXX was contracted and paid {$2400.00} to perform the following services : Remove the faulty inverter Install and wire the replacement inverter Commission and fully configure the system Restore all panels, batteries, and monitoring functionality XXXX 's Incomplete Installation Upon completion of XXXX 's work on XX/XX/XXXX, the system was left in a degraded state : Only XXXX of XXXX solar panels were operational XXXX panels were non-functional Both batteries were unable to communicate with the monitoring account The external energy meter was not communicating with the online portal System monitoring, diagnostics, and performance analysis were all offline Battery charge/discharge scheduling was non-functional XXXX 's technician attributed the panel issue to weather conditions. After waiting XXXX week as instructed, the system remained in the same degraded state. XXXX 's Refusal to Correct Their Work When I reported the ongoing failures, XXXX refused to return to correct their incomplete installation without charging an additional {$3900.00} later reduced to {$1900.00}. They also incorrectly attributed the battery issues to a required firmware update, a claim later proven false. Independent Verification XX/XX/XXXX I engaged XXXX XXXX XXXX, a licensed and XXXXcertified solar contractor ( ROC # XXXX, XXXX # XXXX ), to evaluate the system. In a written report, owner/technician XXXX XXXX stated explicitly : " The work previously done on your solar system was never finished. The batteries, energy meter and monitoring connections required for a fully functioning system were not completed. '' XXXX XXXX XXXX identified and corrected XXXX specific deficiencies left by XXXX, all of which are standard mandatory steps of solar inverter commissioning : 1. The XXXX energy meter/inverter was not configured to monitor the multiple batteries on site. 2. Battery serial numbers in the monitoring portal did not match the equipment on site a required step of initial inverter configuration. 3. The external meter was not communicating with the online account, disabling diagnostics, troubleshooting, and performance analysis. 4. Battery charge/discharge scheduling was inactive and required restoration after proper configuration. After XXXX XXXX XXXX completed XXXX 's unfinished work, all XXXX panels were restored to full operation, both batteries became fully functional, and system monitoring was re-established. Total cost : {$280.00}. SECTION 5 : XXXX 'S WRITTEN RESPONSE CONTRADICTS THEIR CLAIMS In their XX/XX/XXXX written refund denial ( from XXXX XXXX, Sales Manager ), XXXX made several claims that are directly contradicted by documented evidence : They claimed to have submitted battery serial number updates to XXXX yet XXXX XXXX XXXX found the serial numbers still mismatched weeks later, proving this step was never confirmed as complete. They attributed battery failures to a required firmware update yet XXXX XXXX XXXX resolved both batteries entirely through proper configuration, with no firmware update required. XXXX 's diagnosis was incorrect. They claimed the inverter was " fully wired, configured, and commissioned '' directly contradicted by a licensed contractor 's written on-site findings. They claimed the system was " left producing power '' yet their own departure documentation shows only XXXX of XXXX panels operational. By their own records, the system was not fully functional at departure. SECTION 6 : CAPITAL ONE 'S WRONGFUL DENIAL I filed a chargeback dispute with Capital One ( Case # XXXX ) for the {$2400.00} charge. Capital One denied the dispute on the grounds that the merchant " showed up '' to my property. This determination is incorrect and inconsistent with the Fair Credit Billing Act ( FCBA ), which protects consumers from charges for services not rendered as agreed including services performed incompletely or defectively. Physical presence at a job site does not constitute satisfactory service delivery. XXXX 's own response to Capital One claimed that " goods were as described and received in good condition '' a deliberate misdirection. XXXX supplied no goods. The replacement inverter was provided at no cost under a XXXX manufacturer warranty. XXXX was paid {$2400.00} exclusively for installation and configuration services, which a licensed third-party contractor has confirmed in writing were never completed. I have since submitted a formal escalation to Capital One 's senior disputes team with full supporting documentation. As of the date of this complaint, the matter remains unresolved. SECTION 7 : SUMMARY TIMELINE XX/XX/XXXX : XXXX inspection confirms all XXXX panels and both batteries fully operational. XX/XX/XXXX : XXXX installs replacement inverter. Departs with XXXX panels non-functional, batteries offline, monitoring non-operational. XXXX XX/XX/XXXX : I report failures. XXXX refuses to return without an additional {$3900.00} payment. XX/XX/XXXX : XXXX denies refund in writing, incorrectly blaming battery issues on firmware. XX/XX/XXXX : XXXX XXXX XXXX corrects XXXX 's incomplete work. All XXXX panels and both batteries fully restored. Cost : {$280.00}. XXXX XXXX : Capital One denies chargeback dispute, citing merchant 's physical presence as sufficient proof of service. XX/XX/XXXX : I submit full escalation with supporting documentation to Capital One senior disputes team. XX/XX/XXXX : This CFPB complaint filed. SECTION 8 : SUPPORTING DOCUMENTATION The following documents are available to support this complaint : XXXX XX/XX/XXXX inspection report confirms full system operational pre-installation ENERGYAID invoice for {$2400.00} installation and configuration services only Post-installation records XXXX panels non-functional, batteries offline at departure XXXX 's demand for {$3900.00} {$1900.00} to return to their incomplete job XXXX 's XX/XX/XXXX refund denial letter ( XXXX XXXX, Sales Manager ) XXXX XXXX XXXX written findings report XXXX XXXX, ROC # XXXX, NABCEP # XXXX explicitly states work was " never finished '' SolarEdge coordination records Post-repair confirmation all XXXX panels and both batteries fully operational Capital One denial notice and escalation correspondence ( Case # XXXX ) SECTION 9 : RESOLUTION REQUESTED I am requesting the following outcomes from this complaint : 1. Capital One reverses the {$2400.00} charge from XXXX under the Fair Credit Billing Act, recognizing this as a " Services Not as Described '' dispute. 2. The CFPB reviews Capital One 's dispute denial process to ensure it properly evaluates whether services were completed, not merely whether a merchant was physically present. 3. The CFPB notes XXXX 's practice of demanding additional payment to correct their own incomplete work, for the purpose of any applicable regulatory review. SECTION 10 : CERTIFICATION I certify that the information provided in this complaint is true and accurate to the best of my knowledge. I am prepared to provide all supporting documentation referenced above upon request. Signature : XXXX Printed Name : XXXXXXXXXXXXXXXXX Date : XX/XX/XXXX Phone : ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Email : XXXX

Company response to consumer: Closed with explanation