Consumer complaint received 2026-04-08 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: IN

Complaint narrative:
I am filing a complaint regarding XXXX XXXX handling of a {$4400.00} dispute with XXXXXXXX XXXX This matter involves dissatisfaction with the work because the product delivered does not match what was communicated, understood, and relied upon at the time of agreement. On XX/XX/year>, I approved an estimate from XXXX XXXX and paid {$4400.00} using my Discover credit card. During my discussions with the merchants salesman prior to approval, I clearly communicated that I was looking for permanent Christmas lighting. This expectation was not corrected or clarified, and I relied on their representation in proceeding with the installation. At the time of approval, the estimate included four images of my home showing only the exterior layout. There was no image or representation showing how the lighting would appear once installed. On XX/XX/year>, the merchants internal activity log reflects that an additional image was added after I had already approved the estimate. This image was not part of the estimate I reviewed or agreed to and is now being used to support the merchants position. The lighting system was installed XXXX XXXX. During the installation process, I questioned whether the lights would provide the Christmas-style effect I had requested and was assured that they would. Once the lights were powered on, it became clear that the system produces inward-facing architectural lighting rather than outward-facing lighting. I immediately expressed my concerns and attempted to resolve the issue with the merchant at that time, as the job had not yet been fully completed. The merchant later acknowledged that the system installed is not designed to produce outward-facing lighting, confirming that it can not perform the function that was communicated and relied upon prior to purchase. I was informed that a different system would be required to achieve the intended effect, at an additional cost of {$5100.00}. I disputed the {$4400.00} charge with Discover and provided documentation showing discrepancies in the estimate, the post-approval modification reflected in the activity log, and that the installed product does not match the communicated purpose. Discover denied the dispute based on a non-refundable clause. I acknowledge that I accepted that clause ; however, it does not apply where the product delivered does not match the communicated purpose or where documentation relied upon differs from what was approved at the time of agreement. I submitted multiple written requests, including a formal escalation requesting compliance-level review, asking Discover to review the discrepancies and timeline evidence. Each time, Discover responded with the same form letter and did not address the specific issues raised. This pattern indicates that my dispute was not independently or meaningfully reviewed. I am requesting that Discover conduct a proper re-evaluation of this dispute based on the original approved estimate and the documented timeline of modifications, and either reverse the charge or provide a detailed explanation addressing these issues.

Company response to consumer: Closed with explanation