Consumer complaint received 2026-01-29 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: SD

Complaint narrative:
On XX/XX/XXXX, I paid a merchant {$600.00} for a professional service for my partner, with two additional scheduled payments of {$680.00} on XX/XX/XXXX and XX/XX/XXXX. 
After the service was completed, subsequent research and independent professional corroboration determined that the service was materially deficient and not rendered as described at the time of purchase. I am not disputing that a service took place ; rather, I am disputing the quality, methodology, and substantive adequacy of the service, which failed to meet the represented purpose and accepted standards described by the merchant. 
I attempted to resolve the issue directly with the merchant and requested a re-review and refund. The merchant refused. 
I then disputed the charge with Capital One under the category services not rendered as described. I provided Capital One with : A detailed written statement explaining how the service differed materially from what was represented Proof of attempted resolution with the merchant Documentation of the original service demonstrating methodological deficiencies Independent corroboration from a subsequent professional evaluation Supporting evidence and citations Despite this, Capital One repeatedly stated that once any portion of a professional service is performed, a dispute can not proceed without merchant consent, regardless of evidence showing the service was defective or not rendered as described. 
During a phone call on XX/XX/XXXX, a Capital One dispute manager explicitly stated that even if the service was performed incorrectly, it does not matter because it was performed, and therefore, Capital One would not evaluate the dispute further. 
This position effectively nullifies the services not rendered as described dispute category for professional services once any performance occurs and prevents consumers from disputing materially deficient services once any performance has occurred. 
A service can be rendered and still be materially defective, deficient, or not provided as sold. Capital Ones handling of my dispute demonstrates a categorical refusal to evaluate quality-based disputes for professional services and instead relies solely on whether the merchant confirms that some service occurred, regardless of documentation or evidence. 
XXXX : XX/XX/XXXX : I filed two disputes and a charge block. Two dispute cases were opened. 
XX/XX/XXXX : Capital One sent a letter stating the merchant claimed goods were as described and received in good condition. 
XX/XX/XXXX : I requested that both disputes be reopened and submitted documentation. 
XX/XX/XXXX : Capital One stated documentation was missing ; I was told an official invoice was required, and I submitted it. 
XX/XX/XXXX : One case ( XXXX ) was again marked missing information, while the second case ( XXXX ) was reopened using identical documentation. I was told proof of attempted resolution was missing, and I submitted email correspondence. 
XX/XX/XXXX : Capital One requested screenshots instead of PDF email transcripts ; I submitted screenshots the same day. 
XX/XX/XXXX : Capital One again claimed missing information. A dispute manager stated that even if the service was done incorrectly, it does not matter because it was performed, and that disputes can not proceed without merchant consent. 
Capital Ones repeated requests for documentation already provided, followed by refusal to evaluate the substance of the dispute, resulted in the dispute being effectively discarded without a good-faith review.

Company response to consumer: Closed with explanation